Industries Served: Automotive

The Initial Quality Study (IQS) provides in-depth diagnostic information on new-vehicle quality after 90 days of ownership. Owners and lessees are surveyed regarding problems with their new vehicles.

Results are presented using a problems-per-100 vehicles (PP100) metric, often referred to as "things gone wrong." The study includes quality comparisons by manufacturer, assembly plant, model, and platform.

The Customer Service Index Study (CSI) explores satisfaction with dealer maintenance and repair services.

Customers evaluate the service department, the warranty experience, the service process, and maintenance and repair problems. The study also examines service days/hours of operation and the ease of scheduling appointments.

The Collision Repair Satisfaction Index Study (CRSI) clearly defines the factors that comprise repair satisfaction, establishes a national benchmark for customer satisfaction with vehicle repair, and provides satisfaction performance data for key industry competitors.

The Automotive Performance, Execution and Layout Study (APEAL) identifies the features that consumers find most appealing about their new vehicles.

Owners evaluate more than 100 attributes in categories including ride and handling, engine and transmission, and comfort and convenience.

The Sales Satisfaction Index Study (SSI) examines the dealership's ability to manage the sales process-from product presentation, price negotiation, and purchase to vehicle delivery and the finance and insurance process.

Manufacturers have made great strides in vehicle quality during the past decade. Therefore, the sales process has become an increasingly important factor in determining overall satisfaction.

The Escaped Shopper and Owner Loyalty Study (ESOL) examines the factors that influence brand loyalty by exploring the reasons that new-vehicle shoppers considered, and then rejected, particular brands.

The study analyzes consumer perceptions of brands, makes, and models and identifies the features that drive the decision-making process. The influence of the salesperson on purchase or rejection decisions is also examined.

The Dealer Attitude Study (DAS), the firm's longest-running research study, examines the opinions and attitudes of new-vehicle dealers about the franchises they represent as well as their perspectives on topical industry issues.

The Vehicle Dependability Study (VDS) evaluates vehicle quality after three years of ownership. Owners rate vehicles based on problems experienced during the previous 12 months. Results are summarized with a problems-per-100-vehicles (PP100) designation.

The Component Quality and Satisfaction Studies examine quality and satisfaction issues with components and systems in new vehicles. Areas covered include the vehicle interior, seats, multimedia systems, vehicle noise, HVAC systems, transmissions, and braking and handling systems.

The CQR’s use "things gone wrong" (quality) and "things gone right" (design satisfaction) measurements and also include demographic and psychographic profiles of new-vehicle buyers. Two of the studies, Seat and Multimedia, also contain Tier One sourcing information.

The Interior Quality and Satisfaction Study examines the initial quality and appeal (design satisfaction) of new-vehicle interiors, an area that is becoming a competitive advantage for today's manufacturers. Consumers evaluate interior styling, storage, cup holders, sun visors, door and instrument panels, and other aspects of the interior.

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The Multimedia Quality and Satisfaction Study examines customer satisfaction with radio (AM/FM and Satellite), single and multi-CD players, cassette players, navigation systems as well as speaker quality and satisfaction after three months of ownership. Customers evaluate the quality of the system as well as satisfaction with sound quality, appearance, and ease of operation. The report also identifies first-tier suppliers and provides insights into each the strengths and weaknesses of each supplier.

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The Vehicle Noise Quality and Satisfaction Data provides valuable consumer feedback on the issues surrounding vehicle acoustics and noise, vibration, and harshness (NVH). It examines the vehicle noise qualities (squeaks, rattles, road noise, engine noise, etc.) of U.S.-manufactured vehicles.

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The Seat Quality and Satisfaction Study examines customer satisfaction with the quality, design, and features of automotive seats. The report looks at comfort, seat belt adjustability, seat adjustment, lumbar support, material quality, and the incidence of squeaks and rattles. Tier one seat and seat belt suppliers are identified for nearly all U.S. models.

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The Brake Quality and Satisfaction Study examines the initial quality and appeal (design satisfaction) of vehicle driving dynamics as reported by new-vehicle owners. The report examines vibration or shudder while braking, noisy brakes, the ability of the brakes to stop the vehicle quickly and safely, as well as other driving dynamics such as vehicle vibrates, vehicle pulls, and tire problems.

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The Transmission Quality and Satisfaction Data allows subscribers to examine the issues surrounding a vehicle’s engine and transmission from the perspective of the end-consumer. This data examines the quality, performance, and features of automatic, manual, auto-manual hybrid, and CVT transmissions and looks into areas such as transmission smoothness and performance, clutch pedal feel, gear shift problems, and abnormal noises.

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The Heating, Ventilation and Air Conditioning Quality and Satisfaction Study evaluates the performance and quality of new-vehicle HVAC systems. New-vehicle owners are surveyed regarding how quickly the heater warms the interior, the quietness of the heater/air conditioner system fan, and other related issues.

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The Original Equipment Tire Customer Satisfaction Study examines customer satisfaction with tires, the relative importance of various tire attributes and satisfaction with tire brands and lines. The study examines the customer experiences with tires (i.e., performance under braking conditions, traction, and look/appearance). A tire satisfaction index provides a summary of how consumers rate tire performance.

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The Global Component Branding Study examines consumer awareness, image, and the value of automotive stereo and tire brands in the United States, U.K., France, Germany, and Japan. Manufacturers and suppliers use this research to understand consumer brand perceptions and identify co-branding opportunities.

The Automotive Emerging Technology Report examines the consumer appeal of a variety of emerging technologies including satellite radio, rear-seat video/entertainment systems, voice activation, onboard computers, and concierge services.

The report measures familiarity, interest, and price sensitivity, and identifies consumer preferences for feature function and usability. Comparisons are drawn between preferences in the United States, Japan, and Europe (UK, France, Germany, and the Netherlands.)

* Available for U.S., Japanese, and European markets

The Personal Assistance Services Usage and Satisfaction Study explores consumer satisfaction with personal assistance services such as OnStar, Lexus Link, Tele Aid, and others.

The study examines usage habits, services desired (roadside and emergency assistance, concierge, route guidance, etc.), renewal intentions, and satisfaction with pricing options.

The Feature Contenting Report (FCR) examines demand for a variety of safety, performance, and comfort and convenience features that customers desire in future vehicles.

The report assesses the features that consumers have and want, and the price they are willing to pay for various technologies including:

• Adjustable pedals
• Brake assist
• Tire pressure monitor
• Adaptive cruise control
• Air filtration
• Heated seats
• Satellite radio
• Remote vehicle interface
• And more than 50 other features

Information is summarized for the industry, as well as by segment and model.

The Navigation Usage and Satisfaction Study examines the quality and performance of factory-installed navigation systems as rated by new vehicle owners.

Usage habits, features desired, and pricing are explored. The study focuses on early adopters and provides a review of the market for navigation systems.

The Used Vehicle Shopping and Certification Study examines certified late-model, used-vehicle sales, profits, and market penetration from a consumer perspective.

The study explores the importance of certified used vehicles, vehicle warranties, and the premium that consumers are willing to pay.

The Manufacturer Web site Evaluation Study (MWES) examines the features that are important to consumers when shopping for a new vehicle. The study explores how new-vehicle shoppers use Web sites during the online shopping process.

Dealer Satisfaction with Online Buying Services (DSOBS) examines the effectiveness and value of automotive buying services from a dealer perspective. The study evaluates online buying services on lead quality and quantity, cost, and dealer satisfaction.

New Autoshopper (NAS) investigates the Internet's role in the new-vehicle shopping process by examining the Web sites that consumers have visited, their reasons for selecting those sites, and their opinions of them.

Manufacturer, dealer, online buying services, and independent Web sites are examined. Highlights include how consumers use the Internet during the shopping process, the sites visited most often, and the impact of online buying services.

Used AutoShopper (UAS) examines the type of information used-vehicle shoppers are seeking online and whether that information was found; the purchasing and financing process; and demographics.

The study provides an analysis of used-vehicle shopping patterns, including the differences between Internet users and non-Internet users. New- and used-vehicle dealerships are evaluated on the purchase experience, the facility, salespeople, delivery, and price.

The Consumer Financing Study (CFS) evaluates how effective financial providers and dealers are at satisfying customers during the finance process. Dealers and manufacturers use CFS as a diagnostic tool to improve customer satisfaction. Finance organizations use the information as a training guide for dealership F&I managers.

The Dealer Financing Satisfaction Study (DFS) explores dealer satisfaction with wholesale and retail finance products. The study contains analytical tools to help financial services providers create successful strategies for prime and non-prime retail credit, leasing, and floor planning.