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Power Asia Pacific Reports: Service Appointments Have a Strong Impact on New-Vehicle Owner Satisfaction With After-Sales Service Mitsubishi Ranks Highest in Customer Satisfaction with Authorized Dealer After-Sales Service in Indonesia SINGAPORE: 28 July 2011 — Encouraging customers to make a service appointment, then providing a delightful service experience using information learned during the appointment call, can have a strong positive impact on customer satisfaction, according to the 2011 Indonesia Customer Service Index (CSI) StudySM . The study, now in its 11th year, measures satisfaction among vehicle owners who visited their authorized dealership service center for maintenance or repair work during the first 12 to 24 months of ownership. The study measures overall satisfaction with the service experience by examining five factors (listed in order of importance): service quality, vehicle pickup, service initiation, service facility and service advisor. CSI performance is reported as an index score based on a 1,000-point scale. In 2011, overall customer satisfaction with dealer after-sales service averages 752. Mitsubishi ranks highest among the nine vehicle brands ranked in this study, achieving an overall score of 765 and performing particularly well in all five factors. Following Mitsubishi in the rankings are Toyota (755), and Isuzu and Nissan, in a tie (754 each). Isuzu improves more than any other brand in 2011, increasing by 16 points from 2010. Although performing below industry average, Daihatsu also improves notably, increasing by 15 points from 2010. The study finds that the proportion of customers who indicate making service appointments has steadily increased during the past several years, from an average of 6 percent in 2004 to 27 percent in 2011. Customers with a prior service appointment report higher levels of satisfaction than “drop-by” customers. “As service volumes grow, customers increasingly appreciate the convenience of making prior service appointments and discussing their service requirements before visiting the dealership,” said Rajeev Nair, country manager for J.D. Power Asia Pacific, Singapore. “Information gathered from the customer during the appointment call can be used by the dealership to better plan their service load, check for availability of spare parts and resources and deliver a better service experience to the customer.” Dealerships can increase the likelihood of customers making a service appointment by providing timely service notifications through reminder calls, letters or SMS text messages. The study finds that 34 percent of customers who receive service notifications make an appointment for their service visit. In comparison, only 20 percent of customers who do not receive a service notification schedule an appointment. In addition, satisfaction among customers who are notified by the service center when their vehicle is due for service averages 27 points higher than among customers who indicate that they were not notified. “Informing customers in advance when their vehicle is due for routine maintenance not only acts as a reminder, but can also help increase the likelihood that customers will follow the regular service maintenance schedule recommended by the manufacturer,” said Nair. “Prior service notifications can also help reinforce the importance of timely regular service, especially for first-time new-vehicle owners who may not be familiar with their vehicle’s regular service schedule.” The study also finds that customers who are highly satisfied with the overall service performance of the dealer have higher levels of loyalty and advocacy toward both the dealership and the brand. Among customers who (Page 1 of 2)

“Consistently providing a delightful service experience to the customer can strongly assist dealerships and manufacturers in developing a long lasting relationship with the customer. The 2011 Indonesia Initial Quality Study (IQS). Media e-mail contact: xingti_liu@jdpower. the five offices bring the language of customer satisfaction to consumers and businesses in Australia. Power and Associates.com. McGraw-Hill Education. Sales in 2010 were $6. 08-Shenton Way.com. #44-02/03/04. 57 percent state they “definitely will” revisit their service dealer for post-warranty service. MI. For more information on car reviews and ratings. Information regarding J. as compared to 14 percent of highly dissatisfied customers. please visit JDPower.sg.D.” said Nair.D.sg John Tews.jdpower.D. Additional information is available at http://www. 48098 U. xingti_liu@jdpower. Taiwan. the Corporation has approximately 21. About J. Media Relations Contacts: XingTi Liu. Power and Associates. Phone +65-67338980. The study was fielded between February and June 2011. Shanghai and Bangkok that conduct customer satisfaction research and provide performance analytics services in the automotive. which measures problems experienced by new-vehicle owners.are highly satisfied (service satisfaction scores averaging above 795). which measures satisfaction with the new-vehicle sales and delivery process. Calif. About J. media..D.mcgrawhill.S. 39 percent of highly satisfied customers say they “definitely will” recommend their make to their friends and relatives.D. and more. Malaysia. Japan.D.D. Together. Power Asia Pacific.com/corporate # # # (Page 2 of 2) NOTE: Two charts follow.com. In contrast.D. 5435 Corporate Drive.. Beijing. and had taken the vehicle to an authorized service center within the past six months. With leading brands including Standard & Poor’s. will be released in late September.jdpower. . Singapore. China. Power and Associates is a global marketing information services company providing forecasting. 068811.800 owners who purchased their vehicles between February 2009 and May 2010. “The customer visits the dealership for service multiple times during the vehicle ownership period.” The 2011 Indonesia Customer Service Index (CSI) Study is based on responses from more than 2. social media and customer satisfaction insights and solutions. Similarly.com No advertising or other promotional use can be made of the information in this release without the express prior written consent of J. The 2011 Indonesia Sales Satisfaction Index (SSI) Study. car insurance. performance improvement.com. Power and Associates. J. The CSI Study is one of three consumer-based studies that J. health insurance.com. The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy.D.2 billion. India. Thailand and Vietnam. 001 248-312-4119. J. Power Asia Pacific conducts in Indonesia. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. information technology and finance industries. J. Philippines.000 employees with more than 280 offices in 40 countries. Power and Associates Headquartered in Westlake Village. Media Relations. Power Asia Pacific J.D. Indonesia. J. About The McGraw-Hill Companies Founded in 1888. Platts energy information services and J. will be released in late October. Suite 300. Power and Associates is a business unit of The McGraw-Hill Companies. only 29 percent of highly dissatisfied customers (service satisfaction scores averaging below 713) say the same. cell phone ratings.D. Power Asia Pacific and its products can be accessed through the Internet at www. http://www.A. Director. Troy. Singapore. Power Asia Pacific has offices in Tokyo.relations@jdpa.

Power Asia Pacific 2011 Indonesia Customer Service Index (CSI) StudySM Charts and graphs extracted from this press release must be accompanied by a statement identifying J. Power Asia Pacific 2011 Indonesia Customer Service Index (CSI) StudySM as the source. Mazda.D.D. Rankings are based on numerical scores and not necessarily on statistical significance.D. .D. MercedesBenz and Proton Source: J.J. Chevrolet. Power Asia Pacific 2011 Indonesia Customer Service Index (CSI) StudySM Customer Service Index Ranking Based on 1. Power Asia Pacific.000-point scale 650 Mitsubishi Toyota Isuzu Nissan Honda Industry Average Daihatsu Hyundai Suzuki Kia 700 750 765 755 754 754 752 752 751 746 728 712 800 NOTE: Included in the study but not ranked due to small sample size are: BMW. Power Asia Pacific study results without the express prior written consent of J. No advertising or other promotional use can be made of the information in this release or J.D.D. Power Asia Pacific as the publisher and the J. Ford.

Power Asia Pacific 2011 Indonesia Customer Service Index (CSI) StudySM Factors Contributing to Overall Satisfaction Service Advisor 12% Service Facility 15% Service Quality 39% Service Initiation 16% Vehicle Pickup 17% NOTE: Percentages may not total 100 due to rounding.D. .D. Power Asia Pacific 2011 Indonesia Customer Service Index (CSI) StudySM as the source. Rankings are based on numerical scores and not necessarily on statistical significance.D.D. No advertising or other promotional use can be made of the information in this release or J. Power Asia Pacific.J. Source: J. Power Asia Pacific study results without the express prior written consent of J.D. Power Asia Pacific as the publisher and the J.D. Power Asia Pacific 2011 Indonesia Customer Service Index (CSI) StudySM Charts and graphs extracted from this press release must be accompanied by a statement identifying J.