(Page 1 of 2)

J.D. Power and Associates Reports:

Design, Performance and Dealer Service, Rather than Quality, are the Primary Differentiators among
Automotive Brands in Mexico

Chrysler and General Motors Each Receive Two Model Awards for Vehicle Ownership Satisfaction in Mexico

WESTLAKE VILLAGE, Calif.: 1 December 2010 New-vehicle appeal and dealer service performance are
greater differentiators among automotive brands in Mexico than are initial quality or cost of ownership, according
to the J .D. Power and Associates 2010 Mexico Vehicle Ownership Satisfaction Study
SM
released today.

Now in its seventh year, the study measures new-vehicle ownership satisfaction with 2008 and 2009 model-year
vehicles in Mexico. Overall satisfaction is determined by measuring customer experiences in four factors: vehicle
quality and reliability; vehicle appeal (satisfaction with the design, style, performance and comfort of the vehicle);
dealership service (satisfaction with the dealer service department); and ownership costs (service, fuel
consumption and insurance costs).

The study finds that differences between automotive brands are relatively small in the quality and reliability and
ownership costs factors, but greater in vehicle appeal and dealership service. The gap between the highest-
performing and lowest-performing models averages 59 points on a 1,000-point scale for vehicle quality and
reliability and 64 points for ownership costs. In comparison, these differences are 78 points in the vehicle appeal
factor and 80 points in the dealership service factor.

It appears as though automakers, as a whole, are focusing on satisfaction in just one or two aspects of the
ownership experience, which means there is ample opportunity for differentiation in areas where there is
demonstrated weakness, said Richard Cooper, vice president of Canada and Latin America operations at
J .D. Power and Associates.

According to Cooper, light-vehicle sales in Mexico are showing signs of recovery, but the industry is still far from
achieving the peak sales recorded between 2005 and 2006, when sales reached approximately 1.1 million units
annually. As sales continue to increase, competition in the market is expected to intensify as new models enter the
market and automakers improve new-vehicle design, quality and dealership service.

The study examines new-vehicle models according to vehicle segment. The number of automotive brands that
receive awards has increased to 11 in 2010 from seven in 2009. The highest-ranking models by segment are:

Entry Sub-Compact Car: Chevrolet Chevy and Suzuki Swift (tie)
Upper Sub-Compact Car: Peugeot 207
Compact Car: Mazda 3 (for a second consecutive year)
Midsize Car: Dodge Charger
Entry Premium Car: Mercedes-Benz C-Class (for a fourth consecutive year)
Entry SUV: J eep Compass
Midsize SUV: Honda Pilot
Entry Pickup Truck: Toyota Tacoma
Full-Size Pickup Truck: GMC Sierra
Premium SUV: Lincoln Mark LT

The study also finds a strong relationship among each of the four components of ownership satisfaction and the
likelihood that a customer will consider the same brand of vehicle when making a future purchase decision. For
example, 80 percent of owners who are delighted with their experience of the vehicles quality and reliability
(providing ratings of 10 on a 10-point scale) say they definitely will purchase the same brand in the future.
However, among less-satisfied customers (providing ratings of eight or nine), only 54 percent say the same.

While the fundamentals of having appealing and high-quality products will remain vital, manufacturers that can
take a longer-term view of the customer experience are likely to be the most successful, said Cooper. Seemingly
minor differences in satisfaction in individual factors may increase the risk that the customer will switch to a
different brand in the future, causing the manufacturer to expend resources to conquest new customersa much
more expensive proposition than maintaining a satisfied customer. Both manufacturers and dealerships play vital
roles in this effort. Customer retention, both in terms of brand loyalty and service loyalty, must become priorities
to sustain dealerships and avoid the high cost of continually having to conquest new customers.

The 2010 Mexico Vehicle Ownership Satisfaction Study includes responses from 6,578 owners of 2008 and 2009
model-year vehicles who purchased their vehicles between J anuary 2008 and J une 2009. Respondents were
interviewed in seven of Mexicos largest auto markets Guadalajara, Hermosillo, Mexico City, Monterrey,
Puebla, Quertaro and Veracruzand were asked to evaluate their experiences during the first 12 to 30 months of
ownership. The study was fielded between J une and October 2010.

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 companys 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 DPower.com. J .D. Power and Associates is a business
unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a global information and education company
providing knowledge, insights and analysis in the financial, education and business information sectors through
leading brands including Standard & Poors, McGraw-Hill Education, Platts, and J .D. Power and Associates. The
Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is
available at http://www.mcgraw-hill.com/.

J.D. Power and Associates Media Relations Contacts:
J ohn Tews; Troy, Mich.; (248) 312-4119; media.relations@jdpa.com

Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; media.relations@jdpa.com

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. www.jdpower.com/corporate

# # #
(Page 2 of 2)
NOTE: One chart follows.


Entry SUV
Highest Ranked: Jeep Compass
Ford Escape (tie)
Mazda CX7 (tie)
Midsize SUV
Highest Ranked: Honda Pilot
J eep Grand Cherokee
Ford Edge
Premium SUV*
Highest Ranked: Lincoln Mark LT
BMW X5
Entry Pickup Truck
Highest Ranked: Toyota Tacoma
Ram Dakota
Chevrolet Colorado
Full-Size Pickup Truck
Highest Ranked: GMC Sierra
Ford Lobo
Chevrolet Silverado
Top Three Models per Segment
J.D. Power and Associates
2010 Mexico Vehicle Ownership Satisfaction Study
SM
Entry Sub-Compact Car*
Highest Ranked:
Chevrolet Chevy (tie)
Suzuki Swift (tie)
Upper Sub-Compact Car
Highest Ranked: Peugeot 207
Seat Cordoba (tie)
Volkswagen Gol (tie)
Compact Car
Highest Ranked: Mazda 3
MINI Cooper
Nissan Sentra
Midsize Car
Highest Ranked: Dodge Charger
Dodge Avenger
Mazda 6
Entry Premi um Car*
Highest Ranked: Mercedes-Benz C-Class
BMW 3 Series
Source: J.D. Power and Associates 2010 Mexico Vehicle Ownership Satisfaction Study
SM
Charts and graphs extracted from this press release must be accompanied by a statement identifying J.D. Power
and Associates as the publisher and the J.D. Power and Associates 2010 Mexico Vehicle Ownership Satisfaction
Study
SM
as the source. Rankings are based on numerical scores, and not necessarily on statistical significance.
No advertising or other promotional use can be made of the information in this release or J.D. Power and
Associates study results without the express prior written consent of J.D. Power and Associates.
NOTE: There must be at least four models with sufficient sample in any given award segment for an award to be presented. In
2010, there are fewer than four models each in the large SUV and minivan segments. Therefore, no large SUV or minivan
awards are presented.
*No other model in this segment performs above the segment average.