Maruti Suzuki and Toyota Each Receive Two Awards in Inaugural India Vehicle Dependability Study

Problems with Vehicle Exterior and Overall Driving Experience are Most Common in Long-Term Ownership

J D Power Asia Pacific 2008 India Vehicle Dependability Study (VDS)

Maruti Suzuki and Toyota models each rank highest in two segments in vehicle dependability, according to the inaugural J D Power Asia Pacific 2008 India Vehicle Dependability Study (VDS) released on June 17, 2008. Ford, Honda, Hyundai and Mercedes-Benz models also rank highest in their respective segments.

The inaugural study measures problems experienced by original owners of 30- to 42-month-old vehicles by examining more than 150 problem symptoms across nine vehicle categories: vehicle exterior; driving experience, which includes performance of brakes, steering wheel and tires; features, controls and displays; audio and entertainment; seats; heating, ventilation and cooling (HVAC); vehicle interior; engine; and transmission. The study is designed to allow manufacturers to track the quality performance of their models and vehicle parts over time to implement product improvements, and to provide consumers with insight into the reliability and dependability of brands and specific models after the warranty period. Overall dependability is based on the number of problems reported per 100 vehicles (PP100), with lower scores indicating a lower rate of problem incidences and higher long-term vehicle quality.

The study ranks vehicles within eight market segments: compact; premium compact; entry midsize; midsize; premium midsize; entry luxury; multi-utility/multi-purpose vehicles (MUV/ MPV); and sport-utility vehicles (SUV).

Maruti Suzuki receives two segment awards for the Swift (premium compact) and Esteem (entry midsize), while Toyota also receives two awards for the Corolla (premium midsize) and Innova (MUV/MPV).

 
The Hyundai Santro leads the compact car segment, while the Honda City ranks highest in the midsize car segment, and the Ford Endeavour leads the SUV segment. The Mercedes-Benz C-Class leads the entry luxury segment with 96 PP100 - the lowest reported PP100 score of all models included in the study.

"The benefits of providing a reliable and durable product are particularly valuable for automotive manufacturers," said Mohit Arora, senior director at JD Power and Associates in Singapore. "Not only do manufacturers gain from positive word of mouth, but also, brands that perform well in the study report higher levels of owner recommendation and repurchase intent - which is especially advantageous when vehicle owners come closer to the repurchase point of the ownership cycle."

Problems in the vehicle exterior and driving experience categories account for nearly 50 per cent of all problems reported by vehicle owners in India. Also, these two categories demonstrate the largest increases in problems reported from initial ownership, compared with other categories studied. Long-term quality of new vehicles in India averages 331 PP100 in 2008, with 67 per cent of consumers reporting at least one problem with their vehicle during their 30- to 42-month ownership period.

"Some of the most common driving problems reported include poor vehicle acceleration, excessive or uneven tyre wear and the vehicle pulling during normal driving," said Arora. "With the tough road conditions and severe traffic congestion in many cities accentuating these problems, manufacturers that focus on improving the driving experience can make great strides in increasing long-term quality."

The study also finds that 77 per cent of customers experience one or more problems that require components to be replaced. While owners report replacing tyres, batteries and brake components most frequently, overall satisfaction with the vehicle declines considerably when replaced components are related to the engine, electronics or overall driving experience.

The 2008 India Vehicle Dependability Study is based on evaluations from nearly 4,700 owners who purchased a new vehicle between July 2004 and September 2005. The study includes 33 vehicle models covering 12 nameplates and was fielded from January to April 2008 in 20 cities across India. The VDS is one of three J D Power and Associates quality metrics, along with Initial Quality Study (IQS) and the Automotive Performance, Execution and Layout (APEAL) Study, which measures customer perceptions on the design, content, layout and performance of their new vehicles.