Initial Quality Surveyby

Christopher Barna And

Tricia Benscoter

Initial Quality Survey

What is it?

Created in 1987 by J.D Power and Associates

Survey that is performed by J.D Power and Associates

In 2010 survey was taken

From 82,000 New car owners

Between Feb – May

Provides information and reports on new vehicles

Provides feedback to the manufacture’s performance directly from consumers

What is the purpose of this survey?

Serves as industry benchmark for new vehicles measured at 90 days of ownership

Study used exclusively

By manufactures worldwide Help design and build better vehicles

By customers Help vehicle purchase decisions

Excellent predictor of long-term vehicle durability

Study captures problems experienced by owners in two distinct categories

Design related problems

Defects and malfunctions

What type of information is

needed? Owners input of the vehicle in eight categories

Features/Controls/Displays

Exterior

Engine/Transmission

Interior

The Driving Experience

Audio/Entertainment/Navigation

HVAC (Climate Control)

Seats

What type of info was collected?

Owners/lessees surveyed after 90 days experience on the vehicle

228 questions

Providing manufacturers To identify problems

To drive product improvement

To improve initial quality for new-vehicle buyers

Who participated in the survey?

82,000 New vehicle owners and lessees

When is the survey administered?

After 90 days experience with the vehicle

Advantage of the survey?

Customers give their input on the product

Improvements can be made in future vehicle manufacturing

Able to state problems or defects with the vehicle

Non experimental, from actual experience and data

Customers are able to state their opinions regarding Service

Performance

Design

Overall Quality

Advantage of the survey?

Manufacturers can

Make improvements in future vehicles

Direct information from consumers

Change and implement changes in future models

Implement New technologies

Use knowledge for the future market of vehicles

Disadvantage of the survey?

Customers/Buyers

Time frame of the survey

Vehicle recalls

Based on owner “opinion”

No 100% participation from new vehicle owners

Not all surveys are accurate

Disadvantage of the survey?

Manufacturers

Makes market more competitive

Errors are under microscope

High impact on buyers Low rating can bring low sales

Impact on future models

Changing design to suit buyers Products must be consumer/buyer friendly

Other manufacturer ratings

Summary

Survey has a great impact on manufacturers

High rating = High Sales

Low rating = Low sales

Impact of product recalls

2010 Results Porsche was #1 with 83 PP100

Domestic vs. foreign

Bibliography

http://www.jdpower.com/autos/articles/2010-Initial-Quality-Study-Results/

http://businesscenter.jdpower.com/JDPAContent/CorpComm/News/content/Releases/pdf/2010099-uiq2.pdf

http://www.bnet.com/blog/auto-business/toyota-8217s-dismal-quality-survey-results-8212-eww-what-a-feeling/1280