Asian Automotive Digest
October 26 2004
J.D. Power and Associates have released data from three separate studies covering satisfaction with automotive dealers in India, Japanese views of emerging automotive technologies and Japanese customer satisfaction in the mini-car segment.
Indian Dealers
The J.D. Power Asia Pacific 2004 India Customer Satisfaction Index (CSI) StudySM finds Maruti Udyog with the highest customer satisfaction for the fifth year in a row. The study measures the satisfaction of 3,550 new-vehicle buyers with the dealership service experience at 12 to 18 months of ownership: it includes owners of 11 makes and 27 vehicle models.
Overall customer satisfaction was based on seven factors, in all of which Maruti Udyog led the field. The factors, in order of importance to customers, are: problems experienced, service quality, user-friendly service, service advisor, service initiation, service delivery and in-service experience.
Recent sharp increases in fuel prices have driven up the overall cost per kilometer for Indian cars - both diesel and petrol models - by nearly 25% versus 2003. Fuel is more than 85% of the total cost.
Nearly two out of three (62%) Maruti customers indicate that they definitely will repurchase another vehicle of the same make-the highest repurchase intent in the industry.
Emerging technologies
The new vehicle technologies of greatest interest to Japanese consumers are hybrid electric vehicles and run-flat tires, according to the J.D. Power Asia Pacific 2004 Japan Automotive Emerging Technologies StudySM, which assesses consumer familiarity, interest and purchase consideration for each technology.
Technologies covered in the survey were:
- Advanced Windshield Cleaning System
- Brake-By-Wire
- Driver Recognition System
- External Surround Sensing
- Heated/Cooled Seats
- Hybrid Electric Vehicles
- Rear Seat Entertainment System
- Run-Flat Tires
- Stability Control
- Wireless Connectivity System
Of these, hybrid electric vehicles are the most familiar - 40% are 'very familiar' with them, up 10% from 2003; and also of most interest, with 68% of respondents, spread across all age groups and vehicle segments, saying they are 'probably' or 'definitely' interested in the technology.
Only 7% were 'very familiar' with run-flat tires, but interest among safety-conscious Japanese drivers is remarkably high, at 66% - purchase consideration is also high. Run-flat tires that can be driven on in the event of air pressure loss, allowing the driver to drive home or to a service station to have the tire fixed or replaced. The tires enable the driver to travel 200 kilometers at 80 kilometers per hour after a puncture.
The Study is based on responses from 9,199 consumers who purchased or leased a new vehicle within the last six years. Similar studies are also conducted in the United States and Europe.
Japanese Mini-Cars
The Honda Life ranks highest for customer satisfaction among Japanese owners of mini-cars, according to the J.D. Power Asia Pacific 2004 Japan Mini-Car Automotive Performance, Execution and Layout (APEAL) StudySM. The study generates an overall 'APEAL' score based on consumer evaluations of 113 attributes categorized into eight specific areas of vehicle performance and design. The eight are: engine/transmission; cockpit/instrument panel; ride/handling; heating/ventilation/cooling; comfort/convenience; sound system; seats; and vehicle styling/exterior.
The Honda Life ranks first of the 10 models with an index score of 688 out of a possible 1,000 points, and performs above the industry average in all eight APEAL categories, with particularly strong ratings in the cockpit/instrument panel category. The Daihatsu Tanto is second overall with 659 points and rates especially well for comfort/convenience, outperforming other models by a wide margin. The Suzuki Lapin, Daihatsu Move, Subaru R2 and Nissan Moco occupy the next places in the overall ranking.
Due to mini-car regulations that limit the engine size and specifications of mini-cars, manufacturers must address various challenges to ensure reasonable engine performance, driving performance and interior space. In addition, owner expectations have changed due to intensified competition from the next highest vehicle segment of compact cars, creating an increasing need for mini-cars whose appeal reaches beyond the mini-car segment.
J.D.Power and Associates interviewed 2,326 mini-car owners purchasing between December 2003 and May 2004. The company is headquartered in Westlake Village, California and online at
www.jdpower.com
All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.
