Three Maruti Suzuki Models and Two Honda Models Rank Highest in Their Respective Segments, While Mahindra and Toyota Each Rank Highest in One Segment
SINGAPORE: (MMD Newswire) December 22, 2010 -- Customer satisfaction with new-vehicle design and performance has increased for a third consecutive year in India, according to the J.D. Power Asia Pacific 2010 India Automotive Performance, Execution and Layout (APEAL) Study SM released today.
Now in its 12th year, the study is an owner-reported measure of what gratifies owners in India with the design, features, layout and performance of their new vehicle. Ten performance categories contribute to overall APEAL scores: vehicle exterior; vehicle interior; storage and space; audio/entertainment/navigation; seats; heating, ventilation and air conditioning (HVAC); driving dynamics; engine/transmission; visibility and driving safety; and fuel economy. A higher APEAL score indicates greater overall customer satisfaction with the new vehicle.
Satisfaction with new-vehicle design and performance in 2010 averages 817 on a 1,000-point scale, up slightly from 807 in 2009. Overall, the industry improves across all 10 categories, with the largest improvement occurring in audio/entertainment/navigation.
"With the advent of digital music compression, manufacturers now face several challenges to increase customer delight. They must introduce audio entertainment technology that encompasses changing customer behavior; offer the ability to play different formats; and offer compatibility with different storage media; as well as continue to provide CD/ DVD support," said Mohit Arora, executive director at J.D. Power Asia Pacific, Singapore. "The key to doing this successfully is to develop technology features with the needs and wants of the customer in mind-most importantly, ensuring that technology is designed to be consumer-friendly and intuitive to use. Technology that is overly complicated to operate runs the risk of disappointing the customer."
Model Results by Segment
Three Maruti Suzuki models-Wagon R, Swift and the Swift Dzire-each receive an award in their respective segments. In the compact car segment, the Wagon R ranks highest for a third consecutive year with a score of 827, and performs particularly well in the storage and space; driving dynamics; and visibility and driving safety categories. The Maruti Swift regains the highest ranking in the premium compact car segment with a score of 837. The Swift Dzire, with a score of 836, leads the entry midsize car segment for a third consecutive year.
"Over the years, Maruti Suzuki has diligently worked toward establishing an emotional connection with their customers," said Arora. "Newer model launches from the Maruti Suzuki lineup are testimony to the efforts put in by the company to meet customer expectations and excel in delighting owners. Fuel efficiency and cost of ownership, which are key drivers of satisfaction in India, have always been Maruti Suzuki's strength. The all-new and redesigned Maruti Suzuki models have been able to not only build on this strength, but also to improve on vehicle styling and feature contenting."
Two Honda models-the City and the Civic-rank highest in their respective segments. The City ranks highest in the midsize car segment with a score of 837, while the Civic ranks highest in the premium midsize car segment and also achieves the highest APEAL score in the industry in 2010.
Toyota Innova (841) ranks highest in the MUV/MPV segment for a fourth consecutive year.
In the SUV segment, Mahindra Scorpio, with a score of 842, ranks highest for the first time in the study, performing well in all 10 categories.
The 2010 India APEAL Study is based on responses from 7,061 owners who purchased a new vehicle between November 2009 and July 2010. Owners were interviewed between May and September 2010 in 20 major cities throughout India.
About J.D. Power Asia Pacific
J.D. Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide performance analytics services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: xingti_liu@jdpower.com.sg.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies:
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a global information and education company providing knowledge, insights and analysis in the financial, education and business information sectors through leading brands including Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is available at http://www.mcgraw-hill.com/.
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