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Auto Companies Need to Strengthen Efforts in Delivering Shopping and Ownership Experiences That Delight Customers to Sustain Growth in Competitive Market

Shanghai: 19 April 2014 — J.D. Power recognized the highest-performing automotive companies in its 2013 China customer satisfaction studies at an award ceremony held on April 19, 2014, in Beijing.

Senior executives from automotive companies and leading media outlets attended the ceremony, where Finbarr O’Neill, president of J.D. Power, presented awards to the highest-ranked automakers.

“I am pleased to present awards to the highest-performing manufacturers in recognition of their outstanding achievements in delivering a delightful experience to their customers,” said O’Neill. “It’s important to note that the findings of these studies are based solely on the evaluations provided by verified vehicle owners in China.”

O’Neill commended the Chinese automotive industry for its significant progress in delivering services and products that delight customers, yet urged automakers to make stronger efforts in meeting the needs and expectations of consumers in order to sustain growth in this important market.

The passenger-vehicle market in China is experiencing an unprecedented level of competition, with 543 models vying for the attention of consumers in 2014.1 High levels of satisfaction are critical to retaining current customers and attracting new customers, and have a significant impact to the performance of each automaker.

“In the fiercely competitive China automotive market, it is vital for manufacturers to put forth stronger efforts to further enhance all aspects of the customer experience in order to sustain their growth,” said O’Neill. “Consistent efforts should focus on customer service processes, an aligned workforce and, most importantly, an unrelenting pursuit of excellence in delighting customers.”

O’Neill stressed that improvement in the following areas is critical for sustainable growth in the China automotive industry:

  • Brand strength, reflected in brand website effectiveness (BWES): Build organic website traffic and drive consumers  to dealerships
  • Vehicle appeal (APEAL): Make vehicles more appealing in order to be added to the consideration list of new-vehicle shoppers
  • Initial vehicle quality (IQS): Minimize both build and design problems in order to deliver a superior quality experience, as quality remains the top purchase reason
  • Sales experience (SSI): Build a foundation of trust that will last a lifetime; execute an outstanding delivery to enhance initial quality perceptions
  • After-service excellence (CSI): Cement customer loyalty; retain customers and drive customer recommendation and repurchase  
  • Vehicle durability (VDS): Strengthen dependability in order to enhance brand perception and improve residual value

J.D. Power Asia Pacific benchmark studies evaluate products and services based on customer feedback regarding their experiences in order to help businesses make informed decisions about product and service improvements. The research is conducted through an entirely independent process that is funded by J.D. Power, which is critical to the company’s unbiased position. Study results are based solely on the opinions of verified vehicle owners. 

2013 Syndicated Automotive Study Awards

2013 China Sales Satisfaction Index (SSI) Study

  • Highest in Sales Satisfaction among Luxury Brands—Audi
  • Highest in Sales Satisfaction among Mass Market Brands—Dongfeng Nissan

2013 China Customer Service Index (CSI)

  • Highest in Customer Satisfaction with After-Sales Service among Luxury Brands—Audi
  • Highest in Customer Satisfaction with After-Sales Service among Mass Market Brands—Dongfeng Peugeot

2013 China Brand Website Evaluation Study (BWES)

  • Highest Satisfaction in Brand Website—FAW Toyota

2013 China Initial Quality Study (IQS)

  • Best Compact Car in Initial Quality—BYD F0
  • Best Premium Compact Car in Initial Quality—Chevrolet Sail
  • Best Entry Midsize Car in Initial Quality—Hyundai Verna
  • Best Midsize Car in Initial Quality—Toyota Corolla EX
  • Best Upper Premium Midsize Car in Initial Quality—Hyundai Sonata
  • Best Luxury Car in Initial Quality—Mercedes-Benz E-Class
  • Best SUV in Initial Quality—Subaru Forester
  • Best Luxury SUV in Initial Quality—BMW X1
  • Best MPV in Initial Quality—Buick GL8
  • Best Mini Van in Initial Quality—Changan Star 2

2013 China Automotive Performance, Execution and Layout (APEAL) Study

  • Most Appealing Compact Car—Baojun Lechi
  • Most Appealing Premium Compact Car—Chevrolet Sail
  • Most Appealing Entry Midsize Car—Kia K2
  • Most Appealing Midsize Car—Hyundai Langdong Elantra
  • Most Appealing Upper Premium Midsize Car—Volkswagen Magotan
  • Most Appealing Luxury Car—Mercedes-Benz S-Class
  • Most Appealing Luxury SUV— Audi Q5
  • Most Appealing SUV— Hyundai ix35
  • Most Appealing MPV—Buick New GL8
  • Most Appealing Mini Van—Wuling Hongguang

2013 China Vehicle Dependability Study (VDS)

  • Most Dependable Compact Car—Baojun Lechi
  • Most Dependable Premium Compact Car—Suzuki Swift
  • Most Dependable Entry Midsize Car—Chevrolet Aveo/Lova
  • Most Dependable Midsize Car—Honda City Fengfan
  • Most Dependable Lower Premium Midsize Car—MG 6
  • Most Dependable Upper Premium Midsize Car—Toyota Reiz
  • Most Dependable Luxury Car—BMW 7 Series
  • Most Dependable SUV—Toyota Land Cruiser Prado
  • Most Dependable MPV—Buick New GL8
  • Most Dependable Mini Van—Wuling Hongguang

About J.D. Power Asia Pacific

J.D. Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, Australia, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at Media email contact: Please follow J.D. Power at

For inquiries about advertising/promotional rules, please contact:

Michelle Meng; Corporate Communications and Marketing; J.D. Power Asia Pacific; Beijing, 100022 China; +86 10 6569 2960;

About McGraw Hill Financial 

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power.

Source: LMC Automotive

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