Gerardo Gómez Galvez · 2019-11-15 · Air Conditioning Doesn't… Abnormal Suspension Noises...

Gerardo Gómez GalvezSr. Director General / Country Manager

Mexico

“Changes in the Consumer Preferences”

Agenda

Market

Consumer

Takeaways

MARKET

© 2019 J.D. Power. All Rights Reserved. CONFIDENTIAL & PROPRIETARY

Global Sales Slows downStart recovery Next year

87.3 89.193.0 95.2 94.4

91.3 92.195.2

99.1102.4

105.0 107.3

2014 2015 2016 2017 2018 2019 F 2020 F 2021 F 2022 F 2023 F 2024 F 2025 F


Global ProductionNext Year is expected to start recovering

87.5 88.892.9 95.0 94.1

90.3 92.0 95.098.7 101.7 103.9 105.8

2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 2025

Global Production

Alternative Technologies, speeding up globally

Source: AMDA/ LMC/ JD Power

Global Sales Forecast

93

95 94

9192

95

99

102

105

107

3% 4% 5%7%

11%15%

18%21%

23%26%

-5.0%

5.0%

15.0%

25.0%

35.0%

45.0%

55.0%

65.0%

75.0%

80

85

90

95

100

105

110

2016 2017 2018 2019 F2020 F2021 F2022 F2023 F2024 F2025 F

Global Sales Hybrid /Electric


Global

78.52%

US

18.02%

CAN

2.03%Mex

1.43%

North America Represents 21.5% of the Global Sales

México accounts for 1.4%

Mexican Sales

Sales volumes willget to max high in 2023

Fuente LMC y AMDA

1.13

1.34

1.61.52

1.411.32

1.38

1.48

1.59

1.69

1.791.88

2014 2015 2016 2017 2018 2019 F 2020 F 2021 F 2022 F 2023 F 2024 F 2025 F

Millions

Mexican Sales

Alternative Technologies on a much slower pace

Fuente LMC y AMDA

1.61 1.53

1.42 1.33

1.38 1.49

1.59 1.69

1.79 1.88

0.5% 0.7%1.3%

1.8% 1.8% 2.2%2.7%

3.4% 3.6% 3.8%

0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

18.0%

20.0%

-

0.20

0.40

0.60

0.80

1.00

1.20

1.40

1.60

1.80

2.00

2016 2017 2018 2019 F 2020 F 2021 F 2022 F 2023 F 2024 F 2025 F

Ventas en México Híbridos y Eléctricos

2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 2025

Mexican Production

Production willcontinue close to 4M

Fuente LMC y AMDA


Fuente: JD Power México / LMC Automotive LLC*

1.61 1.53 1.42 1.33 1.38 1.49 1.59 1.69 1.79 1.88

3.46

3.90 3.91 3.83 3.77 3.87 3.894.08 4.20 4.20

2016 2017 2018 2019F 2020F 2021F 2022F 2023F 2024F 2025F

Mil

lon

es

Sales Production

Mexican Automotive Industry continue its

dynamismMexican Sales and Production


2019 Top Sellers and Producers

1.40

1.43

1.69

1.91

2.10

2.20

2.80

2.83

3.83

4.06

4.11

5.05

9.45

10.82

24.49

Turkey

UK

Russia

Canada

Thailand

France

Spain

Brazil

Mexico

Korea

India

Germany

Japan

USA

China

Top 15 Producers

1.07

1.33

1.46

1.72

1.80

1.92

2.04

2.62

2.64

2.73

3.56

3.85

5.26

17.01

26.24

Australia

Mexico

Spain

Korea

Russia

Canada

Italy

Brazil

France

UK

India

Germany

Japan

USA

China

Top 15 Sellers

0.47

0.52

0.64

0.83

0.93

0.94

1.00

1.08

1.16

1.21

1.31

1.79

1.92

1.96

2.37

2.89

3.52

Italy

UK

USA

France

China

Russia

Canada

Brazil

India

Indonesia

Germany

Japan

Spain

Thailand

Korea

Mexico

Turkey

Index Production / Sales Title

86.5%

55 Countries82.4%

137 Countries

Exporters

Importers

Vehicle Quality by Country of Production Origin

* PP100 = Problems per 100 vehicles

Source: J.D. Power 2017 / 2018 / 2019 U.S. Initial Quality StudySM (90 days ownership)

100

94

90

2017 PP 100*

14

98

91

86

2018 PP 100*

94

94

84

2019 PP 100*

CONSUMER

What is Customer Satisfaction?

Customer Satisfaction ExpectationsPerformance


Products and Services: Quick, easy and customize

I.E. Previuos registration, support on Technology

¿How the Satisfaction is defined by the Customer?


How much $$$ expend in buying a new car?Mexican Pesos

161 173 190 191 200 228 227 215 238 249 266 258 283 296 310

3.95%

3.47%

4.03%

5.57%

5.08%

3.68%3.42%

4.57%

3.46%

4.15%

2.59% 2.73%

6.66%

4.90%

3.16%

0

50

100

150

200

250

300

350

0.00%

1.00%

2.00%

3.00%

4.00%

5.00%

6.00%

7.00%

2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019

Precio Inflacion

92.5%


82% of new Car Buyer

in México use internet during the shopping/sales

process

Source: J.D. Power 2019 SSI Sales Satisfaction Study Mexico SM.


How Much a Customer pays $$$ for service?Mexican Pesos

1,853 1,903 1,541 1,589 1,641 2,254 2,541 2,418 2,657 2,433 2,601 2,128 2,496 2,589 2,759

3.95%

3.47%

4.03%

5.57%

5.08%

3.68%3.42%

4.57%

3.46%

4.15%

2.59% 2.73%

6.66%

4.90%

3.16%

0

500

1,000

1,500

2,000

2,500

3,000

0.00%

1.00%

2.00%

3.00%

4.00%

5.00%

6.00%

7.00%

2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019

48.9%

© 2019 J.D. Power. All Rights Reserved. CONFIDENTIAL AND PROPRIETARY—For Internal Use.

2019 MX Vehicle Dependability Study (VDS) 21

4.7

4.4

4.3

3.9

3.3

3.3

3.0

2.9

2.8

2.7

Built-in Bluetooth Mobile…

Brakes are Noisy

Materials Scuff/Soil Easily

Seat Material Problem

Air Conditioning Doesn't…

Abnormal Suspension Noises

Exterior Light - Bulb Failed

Steering Wheel - Excessively…

Seat Squeaks/Rattles, Abnormal Noises

Strut/Shock Absorber Problem

Most Frequent

Problems (PP100)

reported by

Mexicans

Focusing on Customer perceptions Will help lead the Satisfaction

Payed vs Expected

Knowing thecustomerexpectations can helpus to re-define ourstrategies

Slource: JD Power CSI 2018

7%

20%

66%

6%1%

$4,616

$3,327

$2,476$2,006

$2,415*

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

4,500

5,000

5,500

6,000

6,500

7,000

7,500

8,000

0%

100%

Much higher

than I

expected

A little higher

than I

expected

About what I

expected

A little lower

than I

expected

Much lower

than I

expected

Non-Premium Non-Premium - $ Spent

Big Business Opportunity…Who will get it?

Number of Dealer Visits to Service per year

1.96

2.18 2.212.1

1.8

1.3 1.4

0.8

0.60.8 0.7 0.7

0.40.18

0.31 0.39

0.8

1.41.5

1.7

1.91.8

2.2 2.2

3.0

2.5

1 Year 2 Years 3 Years

(CSI)

3 Years

(CSI LT)

4 Years 5 Years 6 Years 7 Years 8 Years 9 Years 10

Years

11

Years

12

YearsAge of Vehicle

Dealer Visits/Year Non-Dealer Visits/Year

2019 CSI 2019 CSI-LT

Evolving the Service Schedule expectations

Digital Support isproviding positive experiences…


8%

73%

1%

17%

9%2%

81%

1%7%

863

842

822815

811

780

790

800

810

820

830

840

850

860

870

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Scheduled

appointment over the

Internet/Application

Scheduled

appointment via text

message or messaging

app (WhatsApp, etc.)

Called for an

appointment

Scheduled

appointment via

vehicle

communication

system

Did not make an

appointment

2015 2019 Service Satisfaction Index 2019

Different Customers, different requirements and preferences

25

How Customers prefer to be informed


36%

32%

13% 11%9%

8% 8%

36%

46%

3%

17%19%

9% 9%

21%

9%

21%

9%

44%

2%

4%

35%

9%

16%

31%

14%

11%

5%

31%

N/A

18%

25%

31%

7%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Service

facility to call

me

Messaging

app

(WhatsApp,

etc.) updates

Update not

desired

Text message

updates

In-person

(visit shop or

wait during

repairs)

Email

updates

Customer to

call the

service

facility

Mexico Brazil United States United Kingdom Canada


28% of the new car buyers in

México belongs to the Gen Y…

Source: J.D. Power 2018 SSI y 2018 CSI Study Mexico SM.

And in Service/ aftersales goes up

to the 65%


Satisfaction with the Financial Service

29% 2% 65%4%

872

857

849

824

790

800

810

820

830

840

850

860

870

880

0%

10%

20%

30%

40%

50%

60%

70%

45% 45% 10%

858

838 838

825

830

835

840

845

850

855

860

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

50.0%

Bancos Financiera de

la marca

Otras

TAKEAWAY


Change been Amazing for been useful!

¡Gracias!

Your questions can also be addressed to:

[email protected]

Gerardo Gómez Galvez · 2019-11-15 · Air Conditioning Doesn't… Abnormal Suspension Noises...

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