Beyond Measure jdpower.com Automotive Studies Guide Global

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1 Beyond Measure jdpower.com 2018 Autotive Studies Guide Global

2 2018 Autotive Studies GuideGlobal Table of Contents Product and Quality...3 Initial Quality (IQS)...3 Vehicle Dependability (VDS)...3 Autotive Performance, Execution and Layout (APEAL)...3 Tech Experience Index (TXI)...4 Original Equipment Tire Customer (OE Tire)...4 Driving Experience and Brake Dependability Data Set...4 Engine/Transmission Dependability Data Set...5 Heating, Ventilation, and Cooling (HVAC) Dependability Data Set...5 Interior Dependability Data Set...5 Multimedia Dependability Data Set...6 Seat Dependability Data Set...6 Driving Experience and Brake Quality and (Brake CQR)...6 Engine/Transmission Quality and Data Set...7 Heating, Ventilation, and Cooling (HVAC) Quality and Data Set...7 Interior Quality and Data Set...7 Multimedia Quality and (Multimedia CQR)...7 Seat Quality and (Seat CQR)...8 Navigation Usage and...8 New Vehicle Tire Index (NVTSI)...8 Two-Wheeler Initial Quality (2W IQS)...9 Two-Wheeler Autotive Performance, Execution and Layout (2W APEAL)...9 Tractor Product Performance (PPI)...9 Media and Marketing Autotive Media and Marketing Report (AMMR) Avoider Manufacturer site Evaluation Cross Device (MWESxD) Autotive site Evaluation Cross Device (AWESxD) New Autoshopper (NAS) Online to Offline (O2O) Analytics Customer Experience Sales Index (SSI) Sales Index (SSI) Luxury Customer Service Index (CSI) Customer Service Index (CSI) Luxury Customer Service Index Long Term (CSI-LT) Dealer Attitude (DAS) Dealer with Autotive Manufacturer Index (DSWAMI) Dealer with Autotive Manufacturer Index (DSWAMI) Two Wheeler Dealer with Autotive Manufacturer Index (DSWAMI) Commercial Vehicle New Vehicle Intender (NVIS) Escaped Shopper (ESS) Heavy-Duty Truck Customer Light-Duty Truck Customer Aftermarket Navigation Systems Customer Index Two-Wheeler Customer Service Index (2W CSI) Tractor Customer Service Index Finance/Insurance Dealer Financing (DFS) Consumer Financing (CFS) Auto Insurance (AIS) Auto Claims (ACS) Insurance Shopping Auto Insurance Purchase Experience Auto Insurance LoyaltyIQ Insurance Digital Evaluation (IDES) J.D. Power. All Rights Reserved. 2

3 2018 Autotive Studies GuideGlobal Product and Quality Initial Quality (IQS) Vehicle Dependability (VDS) Autotive Performance, Execution and Layout (APEAL) This study contains comprehensive and analytically rich information to help manufacturers understand product quality issues. This study evaluates the quality and dependability of vehicles during the first three years. Owners are asked to report any problems that they have experienced with their vehicle. This study provides marketers and product planners with a concise information tool to gauge which features and attributes make car and pickup dels stand out to their owners. Release Date Nov Sep Nov Dec Aug Oct Nov Press Release Sep Nov Dec Aug Oct Nov 90 days Model Years days Sep Methodology Dec- 2-9 Mar- Sep Release Date Feb Aug Oct Sep Oct Press Release Feb Oct Sep Oct 3 yrs Model Years 2015 Oct-Dec Mar- Methodology F2F Int/ panel Nov- Release Date Aug Oct Dec Sep Dec Press Release Nov Dec Sep Dec 90 days Model Years 2018 Mar- Methodology Dec- Mar - Oct Mar- Aug Mar- Sep 2-9 Mar- Sep - Mar- Sep 2018 J.D. Power. All Rights Reserved. 3

4 2018 Autotive Studies GuideGlobal Tech Experience Index (TXI) Original Equipment Tire Customer (OE Tire) Driving Experience and Brake Dependability Data Set This study measures the driver s experience, usage, and interaction with features in the cockpit space at 90 days of ownership. This study measures tire manufacturer brand image, owner reported problems, and satisfaction with original equipment tires. This study is supplierfocused owner reported ride, brake and handling system problems with 3-year-old vehicles during the past 12 nths. Release Date Aug Press Release Aug 90 days Model Years 2018 Methodology Release Date Mar Mar Press Release Mar Mar Model Years 1-2 yrs Oct-Dec Methodology Int Release Date Mar Press Release 3 yrs Model Years 2015 Oct-Dec Methodology - Aug 2018 J.D. Power. All Rights Reserved. 4

5 2018 Autotive Studies GuideGlobal Engine/ Transmission Dependability Data Set Heating, Ventilation, and Cooling (HVAC) Dependability Data Set Interior Dependability Data Set This study is supplierfocused owner reported engine/ transmission problems with 3-year-old vehicles during the past 12 nths. This study is supplierfocused owner reported HVAC system problems with 3-year-old vehicles during the past 12 nths. This study is supplierfocused owner reported interior problems with 3-year-old vehicles during the past 12 nths. Release Date Mar Press Release 3 yrs Model Years 2015 Oct-Dec Methodology Release Date Mar Press Release 3 yrs Model Years 2015 Oct-Dec Methodology Release Date Mar Press Release 3 yrs Model Years 2015 Oct-Dec Methodology 2018 J.D. Power. All Rights Reserved. 5

6 2018 Autotive Studies GuideGlobal Multimedia Dependability Data Set Seat Dependability Data Set Driving Experience and Brake Quality and (Brake CQR) This study is supplierfocused owner reported multimedia problems with 3-year-old vehicles during the past 12 nths. This study is supplierfocused owner reported vehicle seat problems with 3-year-old vehicles during the past 12 nths. This study is supplierfocused owner reported problems and satisfaction with brake and handling systems during the first nths of ownership. Release Date Mar Press Release 3 yrs Model Years 2015 Oct-Dec Methodology Release Date Mar Press Release 3 yrs Model Years 2015 Oct-Dec Methodology Release Date Sep Press Release 90 days Model Years 2018 Methodology 2018 J.D. Power. All Rights Reserved. 6

7 2018 Autotive Studies GuideGlobal Engine/ Transmission Quality and Data Set This data measures engine/transmission owner reported problems and satisfaction with the vehicle during the first nths of ownership. Release Date Press Release 90 days Model Years 2018 Methodology Heating, Ventilation, and Cooling (HVAC) Quality and Data Set This data is supplierfocused owner reported problems and satisfaction with HVAC system during the first nths of ownership. Release Date Aug Press Release 90 days Model Years 2018 Methodology Interior Quality and Data Set This data is supplierfocused owner reported problems and satisfaction with the vehicle interior during the first nths of ownership. Release Date Aug Press Release 90 days Model Years 2018 Methodology Multimedia Quality and (Multimedia CQR) This study is supplierfocused owner reported problems and satisfaction with multimedia systems during the first nths of ownership. Release Date Sep Press Release Sep 90 days Model Years 2018 Methodology 2018 J.D. Power. All Rights Reserved. 7

8 2018 Autotive Studies GuideGlobal Seat Quality and (Seat CQR) This study is supplierfocused owner reported problems and satisfaction with the vehicle seats during the first nths of ownership. Release Date Aug Press Release Aug 90 days Model Years 2018 Methodology Navigation Usage and This study measures owner satisfaction with factory-installed navigation systems. Release Date Oct Press Release Oct 4-11 Methodology New Vehicle Tire Index (NVTSI) This study measures customer satisfaction with their original tires. Release Date Press Release Aug Aug Model Years Nov- Methodology 2018 J.D. Power. All Rights Reserved. 8

9 2018 Autotive Studies GuideGlobal Two-Wheeler Initial Quality (2W IQS) Two-Wheeler Autotive Performance, Execution and Layout (2W APEAL) Tractor Product Performance Index (PPI) This study focuses on problem areas affecting quality across vehicle systems. This study provides marketers, product designers and planners with a concise information tool to gauge which features and product attributes make two-wheeler dels stand out to their owners. This study identifies problem areas affecting quality and reliability perceptions, as well as measuring machine performance across key product attributes. Release Date Press Release Methodology Release Date Press Release Methodology Jan Jan Sep- Dec Int Feb Feb Sep- Dec Release Date Press Release Int Jan- Methodology CAPI 2018 J.D. Power. All Rights Reserved. 9

10 2018 Autotive Studies GuideGlobal Media and Marketing Autotive Media and Marketing Report (AMMR) Avoider This report provides a comprehensive strategic perspective to denstrate new-vehicle buyer behavior through media consumption patterns and allows a deep dive into attitudinal and lifestyle preferences. Release Date Jan/ Press Release Model Years Aug-Oct 17; 18 Methodology Release Date Jan Nov Press Release Model Years 90 days Sep 90 days This study examines the different levels of the vehicle shopping funnel: awareness, consideration, rejection, avoidance, and crossshopping. - Sep Methodology Manufacturer site Evaluation Cross Device (MWESxD) This study measures consumer satisfaction with manufacturer desktop and bile website usability. Release Date Jan/ Press Release Jan/ Consider purchase within 2 yrs Nov/ Methodology 2018 J.D. Power. All Rights Reserved. 10

11 2018 Autotive Studies GuideGlobal Autotive site Evaluation Cross Device (AWESxD) New Autoshopper (NAS) Online to Offline (O2O) Analytics This study measures consumer satisfaction with third-party autotive desktop and bile website usability. This study provides a comprehensive analysis of how the autotive consumer uses the digital ecosystem in their shopping process; including websites visited and devices used (desktop, tablet, smartphone). This analysis is conducted using a proprietary, privacysafe methodology that measures the performance of websites and digital ad campaigns and links online consumer website behaviors with offline retail sales data collected by the Power Information Network (PIN) from J.D. Power. Release Date Mar Press Release Mar Consider purchase within 2 yrs Jan Methodology Release Date Sep Press Release Sep Model Years Methodology Methodology Pixelbased 2018 J.D. Power. All Rights Reserved. 11

12 2018 Autotive Studies GuideGlobal Customer Experience Sales Index (SSI) Sales Index (SSI) Luxury Customer Service Index (CSI) This study offers a complete perspective on sales experience; including online, product presentation, negotiation, and delivery. Analysis includes customers Model Years satisfaction with the presales, sales and delivery experience. This study offers a complete perspective on sales experience; including online, product presentation, negotiation, and delivery. Analysis includes customers satisfaction with the presales, sales and delivery experience. Methodology This study is conducted ang customers who provide feedback on the service experience; including facility, service quality, service initiation and delivery, and service advisor. Release Date Nov Nov Mar Aug Sep Aug Sep Aug Aug Sep Sep Sep Press Release Nov Mar Aug Sep Aug Sep Aug Aug Sep Sep Sep 90 days Sep 90 days Sep Methodology Oct 17- Feb 18 F2F Int/ panel Nov Sep- Feb CAPI Release Date Sep Oct Press Release Sep Oct Release Date Mar Aug Sep Oct Aug Aug Aug Sep Aug Oct Nov Mar Press Release Mar Sep Oct Aug Aug Aug Sep Aug Oct Nov Mar Model Years Oct-Dec Mar- Methodology Feb - F2F Int/ panel Nov Aug Aug - Aug Sep Sep- Dec CAPI 2018 J.D. Power. All Rights Reserved. 12

13 2018 Autotive Studies GuideGlobal Customer Service Index (CSI) Luxury Customer Service Index Long Term (CSI-LT) Dealer Attitude (DAS) This study is conducted ang customers who provide feedback on the service experience; including facility, service quality, service initiation and delivery, and service advisor. This study examines customer satisfaction with maintenance and repair services at newvehicle dealerships, as well as in the autotive aftermarket. This study profiles newvehicle dealerships in. Evaluations of dealer-principals form the basis of this annual study. Release Date Oct Dec Press Release Oct Dec Methodology Release Date Aug Press Release Aug Model Years 4-12 yrs Mar- Methodology Release Date Press Release Dec- Mar Methodology Aug CAPI / 0-60 Oct 2018 J.D. Power. All Rights Reserved. 13

14 2018 Autotive Studies GuideGlobal Dealer with Autotive Manufacturer Index (DSWAMI) Passenger Vehicle This study profiles new-vehicle dealerships in. Evaluations of dealer-principals form the basis of this annual study. Release Date Press Release Jan- Mar Methodology CATI Dealer with Autotive Manufacturer Index (DSWAMI) Two Wheeler This study profiles new two-wheeler dealerships in. Evaluations of dealer-principals form the basis of this annual study. Release Date Press Release Jan- Mar CATI Dealer with Autotive Manufacturer Index (DSWAMI) Commercial Vehicle This study profiles new commercial vehicle dealerships in. Evaluations of dealerprincipals form the basis of this annual study. Release Date Press Release Jan- Mar CATI 2018 J.D. Power. All Rights Reserved. 14

15 2018 Autotive Studies GuideGlobal New Vehicle Intender (NVIS) Escaped Shopper (ESS) Heavy-Duty Truck Customer This study offers insight about brands and OEMs in the marketplace ang online consumers who intend to buy a vehicle within the next 12 nths. Release Date Sep Press Release Sep Methodology This study examines Release Date Sep what causes customers to reject the vehicles they Press Release Sep consider. This study offers a comprehensive assessment of heavyduty truck OEM product and service performance ang principal vehicle maintainers, owners/ operators and fleet managers. Methodology CAPI / Release Date Jan Press Release Jan Methodology Mail Sep- Nov 2018 J.D. Power. All Rights Reserved. 15

16 2018 Autotive Studies GuideGlobal Light-Duty Truck Customer This study offers a comprehensive assessment of light-duty truck OEM product and service performance ang principal vehicle maintainers, owners/ operators and fleet managers. Release Date Jan Press Release Jan Sep- Nov Methodology Mail Aftermarket Navigation Systems Customer Index This study measures customer satisfaction with aftermarket navigation systems. Release Date Oct Press Release Oct 4-11 Methodology Two-Wheeler Customer Service Index (2W CSI) This study focuses on the dealer service experience experienced by twowheeler owners. Release Date Press Release Nov- Feb Methodology Int 2018 J.D. Power. All Rights Reserved. 16

17 2018 Autotive Studies GuideGlobal Tractor Customer Service Index Finance / Insurance Dealer Financing (DFS) Consumer Financing (CFS) This study measures authorized service network performance pertaining primarily to aftersales performance. This study explores dealer satisfaction with auto financing providers for both wholesale and retail products. This study analyzes consumers' satisfaction with their auto finance provider. Release Date Press Release Jan- Methodology CAPI Release Date Aug Press Release Aug - Feb Dec- Mar Methodology Release Date Nov Press Release Nov Model Years Within the last 4 years Aug 0-12 Methodology Mar- Mar 2018 J.D. Power. All Rights Reserved. 17

18 2018 Autotive Studies GuideGlobal Auto Insurance (AIS) Auto Claims (ACS) Insurance Shopping / Auto Insurance Purchase Experience This study provides national and regional analyses of customers' perceptions of their auto insurer's ability to meet their expectations. This study provides an analysis of customers' perceptions of their insurer's performance throughout the entire claims experience. This study examines the entire auto insurance policy selection process to understand critical elements to help improve the shopping process. Release Date Press Release Jan- Feb Methodology Release Date Feb// /Oct Press Release Oct Nov 17- Aug 18 Methodology Release Date /Aug/ Nov/ Press Release 17 Jan J.D. Power. All Rights Reserved. 18

19 2018 Autotive Studies GuideGlobal Auto Insurance LoyaltyIQ Insurance Digital Evaluation (IDES) Subscription not only offers insurers the data that can help understand shopping behaviors, but it also provides access to additional retention and acquisition data. This study provides an analysis of shoppers' and consumers' perceptions of a company's website and explores the correlation between website performance and likelihood to shop. Release Date /Aug/ Nov/ Press Release Methodology 17 Jan 18 Release Date Press Release Feb Mar Methodology 2018 J.D. Power. All Rights Reserved. 19

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