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Transcript of © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved. J.D. POWER &...
© 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Using Connectivity to Find Happiness
Mike VanNieuwkuykExecutive Director, Global AutomotiveJ.D. Power & Associates
Wards Interior ConferenceMay 22, 2013
2 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Importance of New Vehicle Technology
3 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Most Important Factor in Choosing Your Make/Model
Automotive Emerging Technology
Purchase factors with a 3 percentage point or more increase from 2008 to 2012
Advanced Technology Playing Larger Role in Vehicle Selection
Purchase Factor 2008 2009 2010 2011 2012Reliability /Durability 62% 65% 63% 60% 59%Interior comfort 51% 49% 50% 52% 52%Exterior styling 48% 46% 47% 48% 49%Quality of workmanship 49% 51% 50% 48% 47%Gas mileage 38% 46% 40% 40% 47%Dealer was convenient/Liked dealer in my area 42% 44% 42% 44% 43%Performance 39% 39% 38% 37% 38%Like the image this vehicle portrays 36% 34% 35% 35% 36%Advanced technology of the vehicle 32% 31% 32% 34% 36%Safety 35% 35% 34% 33% 33%Low price or payment/Ability to obtain financing 25% 29% 26% 29% 29%Low maintenance costs 27% 29% 28% 27% 28%AW D/4W D capability 25% 22% 26% 30% 27%Passenger capacity 27% 25% 26% 27% 26%Cargo capacity 21% 20% 21% 22% 22%High resale value 24% 23% 23% 21% 21%The "deal" 18% 22% 19% 21% 20%Better warranty 15% 13% 12% 16% 17%Environmental impact 10% 12% 10% 8% 10%Other 4% 4% 4% 4% 4%
Source: J.D. Power & Associates Initial Quality Study (IQS) (2008-2012)
4 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Market Trends
5 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Total SalesIn Millions
Retail SalesIn Millions
Sources: J.D. Power & Associates and LMC Automotive, February 2013
14.0 13.8 13.2 13.0 12.8
10.6
8.6 9.210.3
11.712.5 12.8 13.4
16.7 16.9 17.0 16.5 16.1
13.2
10.411.6
12.7
14.415.4 15.8 16.3
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
U.S. Light Vehicle Sales: Steady and Healthy
6 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Models
2009 2010 2011 2012 2013 2014 20150
10
20
30
40
18
12
1917
2223
2021
32
20
28
13
9
6
New Entry Drops
New minus Drops (3) (20) (1) (11) 9 14 14
Redesign 19 24 21 22 36 46 47Facelift 41 33 26 43 43 40 38
Sources: J.D. Power & Associates and LMC Automotive, February 2013
U.S. Model Activity: More Choices, Improved Choices
Increase in New and Refreshed Products
7 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
334
220
80 78
1987 1997 2008 2012
Pro
ble
ms
Pe
r 1
00
Ve
hic
les
(PP
10
0)
Quality Equality
Quality gap between best and worst brands
Quality as a Differentiator Quality as a Given
Source: J.D. Power & Associates 1987 through 2012 U.S. Initial Quality Study (IQS)
8 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Warranty
CasesMalfunctionsnot brought to
warranty
Soft “Inadequacies” needs addressed but
not as preferred
Missed Opportunities
vehicle misalignment with market expectations
Redefinition of Quality
Warranty
CasesMalfunctionsnot brought to
warranty
Soft “Inadequacies” needs addressed but
not as preferred
Missed Opportunities
vehicle misalignment with market expectations
Traditional Quality Consumer Quality
Design Quality
Consumer Behavior
9 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Problem Per 100 Vehicles (PP100) 2007 2012 Delta
• Total Problems 124.8 101.7 19%
• Interior 16.7 11.4 32%
• Features/Controls/Displays 20.9 14.4 31%
• The Driving Experience 15.2 10.7 29%
• Exterior 21.9 15.7 28%
• Tires (from OE Tire study) 77.8 60.1 23%
• HVAC 11.7 9.6 18%
• Engine/Transmission 17.6 15.3 13%
• Seat 9.1 8.0 12%
• Multimedia 11.5 16.4 (43%)
• Navigation (Navigation Study) 170.1 379.1 (123%)Increased Complexity
(Soft “Inadequacies”)
…Usability has taken on greater importance
Quality Improvement: 2007 vs. 2012
Source: J.D. Power & Associates 2007 through 2012 U.S. Initial Quality Study (IQS) unless noted otherwise
10 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Expanding needs- Increased flexibility (personalization, customization)- Increased functionality (value, usability)
Weekday Weekend
Average Daily Time In Vehicle
2 hours 27 minutes* 2 hours 4 minutes*
*Source: 2011 Arbitron Inc./Edison Research/Scarborough Research
16:23 per Week
Time in Vehicle
11 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
- Individualistic and self-directed
- Adept at social networking but are not personally social
- Function well in a virtual environment
- Have a global perspective
- Environmentally aware
- Well educated
- Technically savvy
- Lifelong use of communication and media devices
- Self identified experts at multi-tasking
- Expect instant action and satisfaction
Future Generation of Drivers
Ability to dowhat they want,when they want,where they want…
SAFELY
12 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Items Brought Into VehicleTotal Sample
(Top %)
Mobile Phone 1
Pens/Pencils 2
Sunglasses 3
Napkins/Tissues 4
Wallet 5
Change 6
CDs/DVDs 7
Receipts/Small Papers 8
Purse 9
Emergency Kit 10
Garage Door Opener 11
Sm Cups/Bottles 12
Umbrella 13
Flashlight 14
Grocery Bags 15
Shopping Bags 16
Trash Items 17
Jumper Cables 18
Ice Scraper 19
Items Brought into VehicleEveryday/Few Times a Week – Minimum 50%
95% of consumers regularly bring a mobile phone into the vehicle
Source: J.D. Power & Associates 2009 Vehicle Interior Needs Study (VINS)
13 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Connectivity Interests
14 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Emerging Technology Interests
Source: J.D. Power & Associates 2013 Emerging Technologies Study^ Device/Application link interest is asked only of smartphone owners
15 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Emerging Technology Interests: Connectivity
Source: J.D. Power & Associates 2013 Emerging Technologies Study^ Device/Application link interest is asked only of smartphone owners
16 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Emerging Technology Interests: Device/Application Link^
Source: J.D. Power & Associates 2013 Emerging Technologies Study^ Device/Application link interest is asked only of smartphone owners
Types of Connectivity Owners Would Like to Integrate
Traditional In-Vehicle Information and Services
Social/Personal Connections
News and Entertainment Resources
Professional and Personal Organization
Personal Information Resources
17 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Emerging Technology Interests: Usability
Source: J.D. Power & Associates 2013 Emerging Technologies Study^ Device/Application link interest is asked only of smartphone owners
18 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
19 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Add in the Complexity of Connected Services
20 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Emerging Technology Interests: Ultimate Enabler – Autonomous Driving
Source: J.D. Power & Associates 2013 Emerging Technologies Study^ Device/Application link interest is asked only of smartphone owners
21 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Emerging Technology Interests: Ultimate Enabler – Autonomous Driving
Source: J.D. Power & Associates 2013 Emerging Technologies Study
Last year, consumer sentiment on was filled with excitement
regarding the possibilities a self-driving vehicle could offer
As autonomous driving becomes more of a reality, sentiment is
transitioning toward consumers still wanting to drive their own
vehicle until the technology gains consumer confidence and trust
Semi-autonomous driving features are paving the way for
this confidence and trust
2012
2013
22 © 2013 J.D. Power & Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.J.D. POWER & ASSOCIATES PROPRIETARY AND CONFIDENTIAL—FOR INTERNAL USE ONLY
Thank You
Mike VanNieuwkuykExecutive Director, Global Automotive
J.D. Power & Associates