Customer Satisfaction with New-Vehicle Design and Performance In India Increases for a Sixth Consecutive Year
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Maruti Suzuki Receives Four Model-Level Awards; Toyota Receives Two
- Chapter 1 - Growing importance of audio/ entertainment/ navigation features in cars
- Chapter 2 - Importance of Vehicle Exterior to Car Owners in India
- Chapter 3 - Performance of Honda Amaze and Toyota Innova
Now in its 15th year, the study examines how gratifying a new vehicle is to own and drive, based on owner evaluations during the first two to six months of ownership. The study measures satisfaction across 10 performance categories: 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. Overall APEAL performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.
- During the past five years, the impact of vehicle exterior on overall satisfaction has increased, particularly in the midsize segment. Additionally, 13 percent of owners indicate that good vehicle styling was the main reason they selected the vehicle that they purchased in 2013, up from 8 percent in 2012.
- The quality of vehicles has improved consistently during the past three years, and sensitivity towards vehicle breakdown has increased in India Although the proportion of customers experiencing a breakdown in their vehicle has remained at 4 percent since 2011, the gap in APEAL scores between customers who experience a breakdown and those who do not has increased to 44 points in 2013 from 23 points in 2011.
- Among highly satisfied customers (overall satisfaction of 902 points or higher), 87 percent say they "definitely would" recommend their vehicle model to a friend or relative.
Model Results by Segment
- Maruti Suzuki models rank highest in each of the compact segments: Maruti Suzuki Alto 800 (entry compact); Maruti Suzuki Estilo (compact); Maruti Suzuki Ritz (upper compact); and Maruti Suzuki Swift (premium compact).
- Toyota models rank highest in the utility vehicle segments: Innova in the MUV/ MPV segment for a seventh consecutive year and Fortuner ranks highest in the SUV segment.
- The Honda Amaze ranks highest in the entry midsize segment.
- The Hyundai Verna and Volkswagen Vento rank highest (in a tie) in the midsize segment.
- The Chevrolet Cruze ranks highest in the premium midsize segment.
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