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Overall New-Vehicle Quality in Indonesia Continues to Improve

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Nissan and Toyota Receive Two Initial Quality Awards; Mazda Receives One

SINGAPORE: 3 December 2012 — New-vehicle owners in Indonesia are reporting fewer overall problems, specifically in key quality categories--engine/ transmission and HVAC-- according to the J.D. Power Asia Pacific 2012 Indonesia Initial Quality StudySM (IQS) released today.

The study, now in its 10th year, measures problems owners experience with their new vehicle during the first two to six months of ownership. The study examines more than 200 problem symptoms covering eight vehicle system categories: 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). Lower PP100 scores indicate a lower rate of problem incidence and higher initial quality.

Overall initial quality in Indonesia averages 82 PP100 in 2012, a marginal improvement from 83 PP100 in 2011. Problem rates have declined in three of the eight categories: engine/ transmission; HVAC; and vehicle exterior, compared with 2011. Conversely, problems related to audio/ entertainment/ navigation and seats have increased by 3 PP100 and 2 PP100, respectively.

"It is encouraging to see that automakers continue to improve the quality of the new vehicles delivered to owners," said Rajeev Nair, research director at J.D. Power Asia Pacific, Singapore. "As Indonesia becomes an ever more important market for global auto manufacturers, it is critical that the vehicles sold in the region meet the needs of owners across the country."

The study shows a growing popularity of automatic transmissions across vehicle segments, a trend that has been increasing during the past several years. Moreover, owners of vehicles with an automatic transmission report fewer problems overall (76 PP100), compared with those who own vehicles with a manual transmission (86 PP100). The results also show that women report fewer problems than do men (69 PP100 vs. 87 PP100, respectively) and are more likely to own an automatic transmission vehicle than are men (48% vs. 33%, respectively).

"Notable is the continuing reduction in the number of problems reported among new owners in the engine and transmission category, to 14 PP100 in 2012 from 22 PP100 in 2010," said Nair. "However, as the trend toward an increasing share of automatic transmissions continues in the market, it is also essential that automakers ensure owners get the best fuel economy consumption possible from both manual and automatic vehicles."

The study highlights the importance that initial vehicle quality has on an owner's likelihood to recommend their vehicle. Overall, 41 percent of owners who have not experienced a problem with their vehicle indicate they "definitely would" recommend their vehicle to a friend or relative, compared with only 29 percent of those who have experienced a problem.  

Model Results by Segment

The Mazda2 ranks highest in the Premium Compact Car segment with a score of 68 PP100. The Mazda2 is followed in the segment rankings by the Suzuki Splash and the Toyota Yaris in a tie (80 PP100).

In the Entry SUV segment, the Nissan Juke ranks highest with a score of 57 PP100. The Isuzu Panther (63 PP100) and the Daihatsu Terios (94 PP100) follow in the segment rankings.

The Nissan X-Trail ranks highest in the SUV segment with a score of 57 PP100. Following the X-Trail in the segment rankings are the Mitsubishi Pajero Sport (75 PP100) and the Toyota Fortuner (84 PP100).

The Toyota Avanza (79 PP100) ranks highest in the Entry MPV segment, followed by the Daihatsu Luxio and Suzuki Ertiga in a tie (85 PP100).

The Toyota Kijang Innova ranks highest in the MPV segment with a score of 67 PP100. The Kijang Innova is followed in the segment rankings by the Honda Freed (89 PP100) and the Nissan Grand Livina (97 PP100).

The 2012 Indonesia Initial Quality Study (IQS) is based on responses from 2,871 new-vehicle owners who purchased their vehicle between October 2011 and August 2012. The study evaluates 55 passenger car and utility vehicle models across 12 vehicle brands in Indonesia. The study was fielded between April and October 2012.

The Indonesia IQS is one of three consumer-based studies that J.D. Power Asia Pacific conducts in Indonesia. The 2012 Indonesia Customer Service Index (CSI) Study, which measures new-vehicle owner satisfaction with after-sales dealership service, was released in August 2012. The 2012 Indonesia Sales Satisfaction Index (SSI) Study, which examines new-vehicle buyer satisfaction with the sales and delivery experience, was released in October 2012.

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, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at Media e-mail contact:

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company's quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial's leading brands include Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, J.D. Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at

Media Relations Contacts:

XingTi Liu; J.D. Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980;
John Tews; J.D. Power and Associates; Troy, Mich.; (248) 680-6218;

Follow us on Twitter: @JDPower

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 and Associates.

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2012 Indonesia IQS Rank Chart

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