Buick has been recognised in the J.D. Power Dependability Study, coming in third overall with the Verano

• J.D. Power Dependability Study SM ranks Buick third overall

Buick has been recognised in the J.D. Power 2016 Vehicle Dependability Study^SM (VDS), coming in third overall with the Buick Verano outperforming every other model as the industry’s most dependable vehicle.

Sixty percent of the brand’s 2013 models ranked highest in their respective segments.  In addition to the Buick Verano topping the Compact Car segment, the Buick LaCrosse was recognized as the segment leader in the Large Car segment for the second year in a row.  The brand’s top-selling vehicle, the Buick Encore, ranked highest in the Small SUV segment.

“Buick’s ranking is a demonstration of our mission to provide the best in reliability, quality and customer service,” said Duncan Aldred, vice president of Global Buick.  “As we enter an exciting year of vehicle launches, we will show both new and returning customers that quality continues to be a top priority for the brand.”

The J.D. Power Vehicle Dependability Study^SM (VDS) examines owner-reported problems in the past 12-months by original owners of 3-year-old vehicles. With its most recent J.D. Power accolade, the 2013 Buick Encore has now been recognized in all three studies for which it is eligible, including awards in the Initial Quality Study (IQS) and the Automotive Performance Execution and Layout (APEAL) Study for the Sub-Compact CUV segment.

Last year, Buick ranked highest among mass market brands for the second consecutive year in the J.D. Power 2015 U.S. Customer Service Index Study^SM.

USA - KIA takes a couple more awards for the 2016 Model year Optima sedan and Sedona MPV

Kia’s Best-Selling Midsize Sedan and Award-Winning Multi-Purpose Vehicle Stand Out as Top Vehicles for Hispanic Families

• All-new 2016 Kia Optima Named Top Family Sedan
• 2016 Kia Sedona Tops the Minivan Category

On the heels of recent honors from Kelley Blue Book^® and J.D. Power^®, the 2016 Kia Optima and Sedona continue to accumulate awards and accolades with both being named amongst best cars of the year for Hispanic families by the Hispanic Motor Press Awards^®. 

The all-new 2016 Kia Optima topped the Family Sedan category, while the 2016 Sedona was named the best minivan of the year.

"Passionately designed and obsessively crafted, the all-new Optima and our Sedona minivan appeal to families of all backgrounds by delivering world-class styling and quality, cutting-edge technology and tremendous value," said Orth Hedrick, vice president of product planning, KMA. 

"The Hispanic market is an incredibly important audience for Kia as well as the entire auto industry, and this recognition from the Hispanic Motor Press Awards validates two of our most recently redesigned our vehicles as favorites amongst this group."

Started in 2010, the Hispanic Motor Press Awards considers over 100 vehicles before selecting three final contenders in different categories. Each vehicle's features were assessed as they relate to the typical Hispanic family in the United States. 

The award vetting process includes test drives, mass market availability, and affordability data valuations. Judges also take into account overall design, comfort, safety, performance, functionality and overall value package when making their final selection.

USA - Ford Fusion continues to grow with an over 100% growth in sales over the last couple of years.

• Annual Ford Fusion sales jump from 142,000 vehicles in 2006, the popular midsize sedan’s first full year on sale, to 306,000 in 2014
• Over the same period, Honda Accord went from 354,000 vehicles sold to 388,000, while Toyota Camry sales fell, from 448,000 vehicles sold to 428,000
• Radical 2013 Ford Fusion redesign forced other automakers to reconsider “vanilla” styling in midsize segment

Since its 2013 model year redesign, the widely acclaimed Ford Fusion has not only brought sexy back to the midsize sedan segment, it’s also brought back sales.

2015 marks 10 years since launch of Ford’s then all-new midsize sedan, and three years since Fusion’s radical redesign that reset expectations for aggressive styling in a historically staid segment of family vehicles.

Long dominated by Japanese offerings, Ford Fusion has been chipping away at sales and market share in the midsize sedan segment – largely on the strength of its styling.

In 2012, the last model year for the first-generation model, Ford sold 241,263 Fusions compared with Honda’s 331,872 Accords. Through June 2015, that gap closed considerably – Ford selling 178,263 Fusions to Honda’s 190,242 Accords.

“Fusion is achieving growth in all the right places, especially in California, the largest midsize sedan market in the country, followed by Texas,” said Erich Merkle, Ford sales analyst. “Since its introduction, Fusion – in style-conscious California – has grown at almost six times the rate of the overall segment.”

Fusion sales almost tripled in California since launch, while the midsize sedan segment grew 29 percent.  

Texas is the next largest contributor to Fusion sales growth. There, the car’s sales have increased at twice the rate of the overall segment – representing 14 percent of Fusion retail sales growth in the United States based on registration data.

In its short life, Fusion has accumulated multiple awards, including Motor Trend 2010 Car of the Year, J.D. Power and Associates Most Dependable Midsize Car and Best Car for the Money in the 2012 U.S. News and World Report, among many others. 

Honda takes the Number One spot in the JD Power UK Customer Satisfaction Survey about franchised dealers.

Honda has ranked highest amongst volume brands when it comes to UK customer satisfaction with vehicle servicing, according to new research out today.

The inaugural JD Power 2015 UK Customer Service Index Study measures customer satisfaction with their experience at franchised dealers’ service departments.

The study is a comprehensive analysis of the vehicle service experience and is independently conducted by JD Power in 16 countries worldwide.

It looks at levels of customer satisfaction in five key areas: service quality; service initiation; service advisors; vehicle pick-up; and service facility.

Satisfaction is calculated on a 1,000-point scale.

Honda ranks highest among volume brands in satisfaction with a score of 768. Suzuki and Toyota tied in second with a score of 759, and Kia and Skoda tied in fourth on 758.

Previously run in conjunction with What Car? the annual Customer Satisfaction Index Study is now run solely by JD Power.  

Founded in 1968, JD Power is a marketing information services firm which conducts surveys of customer satisfaction, product quality and buyer behaviour for industries ranging from cars to marketing and advertising firms. 

Philip Crossman, Managing Director at Honda UK, commented: “It is testament to our outstanding dealer network that we have topped the list of volume brands when it comes to customer satisfaction.  

One of the fundamental beliefs at Honda is developing a relationship with the customer based on mutual trust and this accolade from JD Power just goes to show how evident that is within our dealer network.”

Dr Axel Sprenger, senior director of European automotive operations at JD Power, said: “Any brand and any dealership can provide a consistently positive customer experience if they make it a priority. When they do, they will likely see an increase in revenue and will be able to build customer loyalty.”

JD Power has named Suzuki as the second highest ranked volume brand for overall customer service satisfaction.

J.D. Power has named Suzuki as the second highest ranked volume brand for overall customer service satisfaction in their 2015 UK Customer Service Index Study^SM. Suzuki and Toyota tie second with a score of 759 points out of a possible 1,000, significantly above the volume brand average of 737.

The inaugural study measures UK customer satisfaction with their service experience at a franchised dealer facility for maintenance and repair work. 

The study explores customer satisfaction with their service dealer by examining five measures (listed in order of importance): service quality (26%); service initiation (23%); service advisor (19%); vehicle pick-up (17%); and service facility (16%). Satisfaction is calculated on a 1,000-point scale.

The CSI Study is a comprehensive analysis of the vehicle service experience and is conducted by J.D. Power in 16 countries worldwide, providing detailed after-sales solutions for automakers and dealerships. The 2015 UK Customer Service Index Study is based on 9,091 respondents who purchased their new vehicle between April 2012 and March 2014. The study was fielded between March and May 2015.

Dr Axel Sprenger, senior director of European automotive operations at J.D Power, comments: “The common perception is that the luxury brands are able to deliver a more satisfying customer experience, but the study shows this is not the case,” “Any brand and any dealership can provide a consistently positive customer experience if they make it a priority and have the people and processes in place.  When they do, they likely will see an increase in revenue and will be able to build customer loyalty.”

The 2015 UK CSI Study finds that satisfaction with dealer service leads to customer loyalty and advocacy.

Key findings across all brands in the study include:

• Satisfaction among the 93 percent of customers who are able to get an appointment on the day they desire averages 768, compared with 576 when an appointment is not available on their desired day.
• While 25 percent of customers would prefer to schedule a service appointment over the Internet, only 15 percent actually do. The Internet as a method to schedule an appointment is expected to increase with the emergence of mobile apps, which make the process faster and easier.
• The No. 1 reason for choosing a dealer for service is prior experience with the service department (35%), followed by location (34%) and prior experience with the sales department (32%). Fewer than 3 percent of customers indicate selecting their service facility due to advertising or promotions/coupons.
• Though only 31 percent of dealers recommend additional service work to their customers, when they do, 62 percent of customers have the recommended work done. Satisfaction is substantially higher among the 78 percent of customers who are recommended service and have it done, compared with those who do not have the recommended work done (760 vs. 693, respectively).
• Amenities offered at the dealership are key drivers of satisfaction with the service facility, as 24 percent of customers stay at the dealership while service is performed on their vehicle.

JD Power ranks VOLVO as best in customer satisfaction amongst the premium brands.

• J.D. Power Reports: Volvo Ranks Highest in Customer Satisfaction Among Premium Brands, Honda Ranks Highest Among Volume Brands in Inaugural UK Study
• Highly  Satisfied  Service  Experience Drives Customers  Back  to  the  Dealer  for  Service and Sales

Volvo ranks highest among premium brands and Honda ranks highest among volume brands in UK customer satisfaction with vehicle service, according to the J.D. Power 2015 UK Customer Service Index (CSI) Study^SM released today.

The inaugural study measures UK customer satisfaction with their service experience at a franchised dealer facility for maintenance and repair work. 

The study explores customer satisfaction with their service dealer by examining five measures (listed in order of importance): service quality (26%); service initiation (23%); service advisor (19%); vehicle pick-up (17%); and service facility (16%). Satisfaction is calculated on a 1,000-point scale.

The CSI Study is a comprehensive analysis of the vehicle service experience and is conducted by J.D. Power in 16 countries worldwide, providing detailed after-sales solutions for automakers and dealerships. 

Volvo ranks highest among premium brands in satisfaction with a score of 779. Volvo is followed by Land Rover (767) and Audi (762). 

Honda ranks highest among volume brands in satisfaction with a score of 768.

 Suzuki and Toyota rank second in a tie (759 each), and Kia and Skoda rank fourth in a tie (758 each).

“The common perception is that the luxury brands are able to deliver a more satisfying customer experience, but the study shows this is not the case,” said Dr. Axel Sprenger, senior director of European automotive operations at J.D. Power.

“Any brand and any dealership can provide a consistently positive customer experience if they make it a priority and have the people and processes in place.  When they do, they likely will see an increase in revenue and will be able to build customer loyalty.”

The 2015 UK CSI Study finds that satisfaction with dealer service leads to customer loyalty and advocacy. 

Among the 20 percent of customers who are highly satisfied with their dealer service (overall satisfaction scores of 900 and above), 78 percent say they “definitely will” purchase their next vehicle from that dealer and 85 percent “definitely will” recommend the dealer to friends and family. 

In contrast, among customers less satisfied (scores of 700-899), only 36 percent indicate an intention to purchase their next vehicle from that dealer, and only 42 percent say they “definitely will” recommend the dealer to others.

KEY FINDINGS

• Satisfaction among the 93 percent of customers who are able to get an appointment on the day they desire averages 768, compared with 576 when an appointment is not available on their desired day.
• While 25 percent of customers would prefer to schedule a service appointment over the Internet, only 15 percent actually do. The Internet as a method to schedule an appointment is expected to increase with the emergence of mobile apps, which make the process faster and easier.
• The No. 1 reason for choosing a dealer for service is prior experience with the service department (35%), followed by location (34%) and prior experience with the sales department (32%). Fewer than 3 percent of customers indicate selecting their service facility due to advertising or promotions/coupons.
• Though only 31 percent of dealers recommend additional service work to their customers, when they do, 62 percent of customers have the recommended work done. Satisfaction is substantially higher among the 78 percent of customers who are recommended service and have it done, compared with those who do not have the recommended work done (760 vs. 693, respectively).
• On average, customers who accept additional work on their vehicle spend £347 on their service visit, compared with £189 among those who do not receive additional work recommendations. 
• Amenities offered at the dealership are key drivers of satisfaction with the service facility, as 24 percent of customers stay at the dealership while service is performed on their vehicle.

The 2015 UK Customer Service Index Study is based on 9,091 respondents who purchased their new vehicle between April 2012 and March 2014. The study was fielded between March and May 2015.

Suzuki's Alto has been rated the UK's most dependable City Car by JD Power for 2015.

J.D. Power has named the Suzuki Alto the most dependable city car in the 2015 UK Vehicle Dependability Study^SM (VDS). The study looks at issues experiences by car owners in the past 12 month period after 12-36 months of ownership. 

177 problem areas across 8 categories are examined and are scored by the number of issues experienced per 100 vehicles (PP100), with the lowest scores reflecting the best dependability.

Overall, Suzuki ranks 3^rd place with 86 PP100 which is a significant margin over the industry average of 114 PP100.  

This is a strong position as Suzuki joins 7 other volume manufacturers in the top 10, with premium manufacturers occupying the other 2 places. The average score for volume manufactures is 103 PP100, compared with 155 PP100 for premium manufacturers.

Aftersales Director, Denis Houston comments. “The results of the latest J.D. Power survey are very encouraging, and demonstrate Suzuki’s commitment to building reliable, dependable cars. 

It is great to hear that customers are satisfied with their purchases 12 months into owning their cars and we hope to continue this trend with the rest of our range.” 

Skoda takes the title as most dependable brand in JD Powers inaugural UK Vehicle Dependability Study.

Technology is Creating Problems for Vehicle Owners  

Škoda ranks highest in vehicle dependability among all nameplates in the United Kingdom, according to the inaugural J.D. Power 2015 UK  (VDS) released today.

The study measures problems experienced during the past 12 months by original owners of vehicles in the United Kingdom after 12-36 months of ownership. The study examines 177 problem symptoms across eight categories: 

• engine and transmission; 
• vehicle exterior; 
• driving experience; 
• features/controls/displays; 
• audio/communication/entertainment/navigation (ACEN); 
• seats; 
• heating, ventilation and cooling (HVAC); 
• vehicle interior. 
• 
• 

Overall dependability is determined by the number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality.

Škoda ranks highest with a score of 77 PP100. Kia ranks second with 83 PP100, followed by Suzuki with 86 PP100; Nissan with 87 PP100; and Toyota and Mercedes-Benz in a tie with 88 PP100 each. The overall industry average is 114 PP100. Mercedes-Benz and Volvo, which ranks sixth (93 PP100), are the only premium brands to rank above industry average.

Five of the top 11 problems in the industry are related to technology in the ACEN category. The most often reported ACEN problem is with built-in Bluetooth mobile phone/device frequent pairing/connectivity issues.

“As we’ve seen in studies in the United States and other markets, owners want in-vehicle technology, and their expectations of advanced technology capabilities are growing,” said Dr. Axel Sprenger, senior director of European automotive operations at J.D. Power. 

“When they have a problem with the technology—and the definition of dependability is increasingly influenced by usability—vehicle owners are disappointed.”

That disappointment affects owner loyalty and advocacy. The study finds that among those who report three or more problems, only 33 percent say they “definitely will” purchase the same brand next time, compared with 48 percent of owners who report no problems.

Highest-Ranked Models

Mercedes-Benz has two models (E-Class and C-Class) that receive segment awards. Kia (cee’d), Suzuki (Alto), Nissan (Juke) and Honda (Jazz) each receive one award. While the Škoda nameplate does not receive any model-level awards, every Škoda model included in the study performs better than its segment average.

KEY FINDINGS

The most frequently reported problems are in the exterior category (19 PP100), followed by features/controls/displays (17 PP100) and interior (17 PP100).

ŸThe overall average score among premium nameplates is 155 PP100, which is 52 PP100 more than the volume average of 103 PP100. 

The problem categories with the largest gaps in dependability scores between the premium and volume vehicle segments are features/controls/displays (26 PP100 vs. 15 PP100, respectively) and interior (24 PP100 vs. 15 PP100).

In addition to reporting problems experienced with their 1- to 3-year-old vehicles, owners also rate the severity of each problem they experience. 

The scale for problem severity ranges from 1 (very minor problem) to 5 (very serious problem). Seven of the 10 most severe problems are in the engine/transmission category and two are in the driving experience category. 

Among owners who experience most of these problems, only 60 to 70 percent, depending on the problem, take their vehicle to their dealer to service the problem.

Among owners who report an excessive fuel consumption problem, only 22 percent say they “definitely will” purchase the same brand of vehicle again, compared with 43 percent of those who do not report such a problem.

The 2015 UK VDS also measures owner satisfaction with their vehicle. Owners are asked to rate the various aspects of their vehicle, including its interior, exterior, ACEN, driving dynamics and visibility and safety, which comprise an overall vehicle satisfaction index based on a 1,000-point scale. 

Overall satisfaction among premium brand owners averages 765, while overall satisfaction among volume vehicle owners is 715.

Among owners of premium vehicles, satisfaction is highest with the exterior (794) and driving dynamics (784) aspects of their vehicle and lowest with fuel economy (719) and storage and space (739). Among owners of volume vehicles, satisfaction is highest with the exterior (735) and visibility and safety (731) aspects and lowest with their vehicle’s ACEN system (690).

The 2015 UK Vehicle Dependability Study is based on 13,451 respondents who purchased their vehicle between April 2012 and March 2014. The study was fielded between March and May 2015.  

The UK VDS, along with the J.D. Power 2015 UK Customer Service Index (CSI) Study,^SM scheduled to release on August 12, replace the J.D. Power UK Vehicle Ownership Satisfaction Study^SM (VOSS), providing deeper and more detailed insights into vehicle dependability and after-sales solutions for automakers, suppliers and dealerships.