J.D. Power Asia Pacific Reports: Customer Satisfaction with New-Vehicle Initial Quality in Thailand Improves Substantially

Toyota Models Capture Three Initial Quality Awards; Honda and Mazda Receive One Award Each The incidence of initial quality problems reported by new vehicle owners in Thailand has decreased by 17 percent in 2009 compared with 2008, according to the J.D. Power Asia Pacific 2009 Thailand Initial Quality StudySM (IQS) released today. The study, which measures problems customers experience with their new vehicle during the first two to six months of ownership, examines more than 200 problem symptoms covering eight categories. These categories, listed in order of frequency of reported problems, include: vehicle exterior; engine and transmission; driving experience; HVAC; audio, entertainment and navigation; features, controls and displays; vehicle interior; and seats. Overall quality performance is determined by the problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality. Overall initial quality in Thailand averages 133 PP100 in 2009, which represents an improvement of 28 PP100 from 2008. The number of customer-reported initial quality problems has decreased in seven of eight categories (all except vehicle exterior) and most notably in engine/transmission, which has improved by an average of 9 PP100, compared with 2008. The most frequently reported problem is an aspect of the vehicle exterior—excessive wind noise—which is reported by 11 percent of owners. “Considering Thailand’s position as a major automotive production and export hub, manufacturers in Thailand are serious and meticulous in their efforts aimed at improving vehicle quality,” said Loic Pean, country manager at J.D. Power Asia Pacific, Bangkok. “This is reflected in overall initial quality, which has been continuously and considerably improving for several years. However, further improvements can still be made, particularly with vehicle exteriors, which tends to be an area with recurrent quality problems.” Model Results by Segment In the entry midsize car segment, the Toyota Yaris ranks highest with 117 PP100. Two Honda models – the new City (119 PP100) and the Jazz (133 PP100) – follow in the segment rankings. The Mazda3 (115 PP100) ranks highest in the midsize car segment for a third consecutive year. The Mazda3 is followed in the segment rankings by the Honda Civic (137 PP100), and the Toyota Corolla Altis (152 PP100). In the SUV segment, the Honda CR-V ranks highest for a third consecutive year with 102 PP100. The Isuzu MU-7 (105 PP100) and the Toyota Fortuner (112 PP100) follow in the segment rankings. Among extended cab pickup models, the new Toyota Hilux Vigo Prerunner Smart Cab ranks highest with 124 PP100, followed by the Isuzu D-Max Hi-Lander (127 PP100) and the Nissan Frontier Navara (130 PP100). In the double cab pickup segment, the Toyota Hilux Vigo Prerunner (117 PP100) ranks highest for a third consecutive year, closely followed by the Toyota Hilux Vigo (127 PP100) and the Isuzu D-Max Hi-Lander (150 PP100). Additional Industry Findings The study finds the rate of problems experienced by new vehicle owners has a strong impact on owner delight with their vehicle, as well as on repurchase intent. Among customers who report experiencing no problems, 46 percent say they are “delighted” (providing a rating of 10 out of 10) with their vehicle. However, among customers who report experiencing one or more problems, only 17 percent indicate they are “delighted” with their vehicle. In addition, approximately two-thirds of “delighted” customers said they “definitely would” repurchase the same make. This figure is 2.5 times higher than that of customers who indicate they are ”disappointed” or “indifferent” (providing a rating ranging between one and seven out of 10) about their vehicles. “The initial product experience is particularly critical, as it not only shapes customer perceptions in the short-term, but also has long-term impact on customer satisfaction and brand loyalty,” said Pean. The 2009 Thailand IQS Study is based on evaluations from 3,460 owners who purchased their new vehicle between October 2008 and July 2009. The study includes 58 different passenger car, pickup truck and utility vehicle models covering 11 different makes. The study was fielded between April and September 2009. 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. 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 leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, Platts, Capital IQ, J.D. Power and Associates, McGraw-Hill Construction and Aviation Week. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at www.mcgraw-hill.com. Media Relations Contacts: David Toogood; Managing Director; Jigsaw Communications; 32 Sukhumvit Road Soi 19, Wattana, Klong Toei, Bangkok 10110 Thailand; Phone +662-253-2793; [email protected] Lo?c Pean; Office Locations Country Manager, Thailand; Automotive Resources Asia, A Division of J.D. Power and Associates; 66 Soi Asoke, Sukhumvit 21 Road, Wattana, Bangkok 10110 Thailand; Phone +662-264-2050; [email protected] John Tews; Director, Media Relations; J.D. Power and Associates; 5435 Corporate Drive, Suite 300; Troy, MI, 48098 U.S.A.; 001 248-312-4119; [email protected] No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com/corporate

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