JD Power Initial Quality Survey 2007

Only top 3 models are shown but there were others also studied.

Malaysian new-vehicle owners report experiencing the most problems with the vehicle exterior and engine/transmission, according to the J.D. Power Asia Pacific 2007 Malaysia Initial Quality Study (IQS) released today.

The study, which serves as the industry benchmark for new-vehicle quality measured at two to six months of ownership, has been completely redesigned in 2007; it now measures more than 200 problem symptoms covering eight vehicle components: vehicle exterior; driving experience; features/controls/displays; audio/entertainment/navigation; seats; HVAC; vehicle interior; and engine/transmission. All problems are summarized as the number of problems reported per 100 vehicles (PP100), with lower scores indicating a lower rate of problem incidences and higher quality.

The latest study found that initial quality of new vehicles in Malaysia averages 146 PP100. Issues concerning the vehicle exterior and engine/transmission account for approximately 40 percent of total problems reported. Among vehicle exterior problems, customers cite “excessive wind noise” most frequently, while “excessive fuel consumption” is cited the most within engine/transmission category.

“The redesigned IQS still highlights the pivotal role of vehicle quality in brand advocacy,” said Endina Widartama, country manager at Singapore-based J.D. Power Asia Pacific. “Among customers who say they have experienced no problems with their new vehicle, 40% say that they ‘definitely would’ recommend the model they bought to friends or relatives. However, when customers start experiencing problems, this percentage drops to 29%. In recent years, new-vehicle sales have started to show signs of slowing. Therefore, it is critical for manufacturers to continuously improve their product quality in order to reap the benefit of positive word of mouth.”

2007 IQS Ranking Highlights
For a second consecutive year, Perodua models led the compact car segment. The Perodua Myvi ranks highest in the segment with 142 PP100, followed by the Perodua Kelisa and Proton Savvy, in a tie (161 PP100).

Honda City had best score this year

Honda models captured two of five segment awards—more than any other automaker in the study. The Honda City ranked highest in the entry midsize car segment with a score of 84 PP100. For a second consecutive year, the Honda Civic led the midsize car segment, earning a score of 112 PP100.

In the MPV/ Van segment, the Toyota Innova topped the rankings with a score of 102 PP100, followed by the Naza Citra (153 PP100) and Toyota Avanza (155 PP100).

In the pickup segment, the Ford Ranger ranked highest with a score of 98 PP100. Following the Ford Ranger in the segment was the Toyota Hilux (101 PP100) and the Nissan Frontier (180 PP100).

The 2007 Malaysia IQS was based on evaluations from approximately 2,800 owners who purchased their new vehicle between October 2006 and June 2007. Vehicles evaluated included 52 passenger car, pickup and utility vehicle models covering 14 different brands. Fieldwork for the study was conducted from April to August 2007. All participants were thoroughly screened before being interviewed and the participants were not from data supplied by the car companies, thereby ensuring a greater degree of impartial responses.

The IQS is one of three consumer-based studies that J.D. Power Asia Pacific conducts in Malaysia. The 2007 Malaysia Customer Satisfaction Index (CSI) Study, which measures customer satisfaction with authorized dealer after-sales service, was released in July 2007. The 2007 Malaysia Sales Satisfaction Index (SSI) Study, which measures customer satisfaction with the new-vehicle sales process, was released in October 2007.

The J,.D. Power surveys have been conducted since the 1970s, initially only covering the US market and then becoming global. The full details of the surveys (which are not cheap) are purchased by leading carmakers every year and studied carefully to identify areas which need addressing. Numerous companies have been able to improve their quality in many areas as a result of these studies and it is known that Perodua has benefited from using the studies over the years.