Lexus ranks highest in long-term dependability for the sixth consecutive year, with less than one-half the number of vehicle problems than the average manufacturer — according to the J.D. Power and Associates 2000 Vehicle Dependability Study(SM).
Following Lexus in the ranking is sports car manufacturer Porsche, with Infiniti, Toyota and Acura, respectively, rounding out the top five. Only three non-luxury makes are in the top ten — Toyota, Honda and Buick.
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“The impact of vehicle quality on customer satisfaction increases over time,” said Brian Walters, director of product research at J.D. Power and Associates.
“Manufacturers that understand the importance of long-term durability and produce vehicles that experience fewer problems in the later years of ownership are rewarded with higher customer retention. Fewer vehicle problems also translates into greater satisfaction with dealer service, better brand reputation and a greater likelihood of making recommendations to friends and family.”
The study also concludes that manufacturer-certified used vehicles have fewer problems than non-certified used vehicles Fewer problems translate into higher customer satisfaction.
“The differences between certified and non-certified vehicles are especially apparent among non-luxury makes,” Walters said. “Among buyers of certified non-luxury vehicles, 25 percent rated their vehicle outstanding, compared with 16 percent of non-certified buyers. Buyers of certified non-luxury vehicles also have higher intentions to recommend their dealership and purchase the same make again.”
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By GlobalDataThe study, previously named the Vehicle Dependability Index (VDI), was redesigned for 2000 using an all-new matrix expanded to 137 problems. This new matrix allows consumers the opportunity to more fully describe any issues they may have experienced and provide manufacturers with a better understanding of how the long-term performance of their vehicles affects owners.
Conducted annually, the study is the industry standard measurement of overall long-term dependability. The study monitors the number and type of problems consumers have with their four- to five-year-old vehicles and covers 137 specific problem areas in nine categories. The 2000 study includes responses from 28,415 original owners and owners who purchased used 1996 model-year vehicles.
With headquarters in Agoura Hills, J.D. Power and Associates is a global marketing information services firm operating in key business sectors, including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on actual responses from millions of consumers annually.
J.D. Power and Associates can be accessed through the Internet at www.jdpa.com.
This news release is provided for editorial use only. No advertising or other promotional use can be made of the information in this release or J.D. Power and Associates survey results without the express prior written consent of J.D. Power and Associates.
J.D. Power and Associates
2000 Vehicle Dependability Study(SM)
2000 Nameplate Ranking
Problems Per 100 Vehicles
0 100 200 300 400 500
Lexus…………………………….216
Porsche……………………………220
Infiniti…………………………….245
Toyota…………………………………299
Acura……………………………………..304
Jaguar……………………………………..308
Mercedes-Benz……………………………….308
Honda……………………………………….318
Lincoln………………………………………337
Buick…………………………………………340
Cadillac……………………………………….361
BMW…………………………………………….377
Oldsmobile……………………………………….380
Subaru……………………………………………381
Audi………………………………………………390
Saturn………………………………………………410
Mercury………………………………………………412
Geo…………………………………………………..415
Nissan…………………………………………………419
Mazda…………………………………………………..438
Ford…………………………………………………….443
TOTAL INDUSTRY…………………………………………….448
Finishing below industry average, in alphabetical order, are:
Chevrolet, Chrysler, Dodge, Eagle, GMC, Hyundai, Isuzu, Jeep, Kia,
Land Rover, Mitsubishi, Plymouth, Pontiac, Saab, Suzuki, Volvo,
Volkswagen.
Note: Problems per 100 (PP100) vehicles is a measure of quality based
on the total number of problems per 100 vehicles. 150 PP100 translates
to an average of 1.5 problems per vehicle. The lower the score, the
better the performance.
Source: J.D. Power and Associates 2000 Vehicle Dependability
Study(SM)
