J.D.

Power Asia Pacific Reports:

Overall Customer Satisfaction with the New-Vehicle Sales Experience in Malaysia Increases
As Gap Narrows Between National and Non-National Brands

Isuzu Ranks Highest in Sales Satisfaction in Malaysia

SINGAPORE: 28 August 2009 — Overall sales satisfaction among new-vehicle owners in Malaysia has increased
from 2008 as the gap between Malaysian brands and non-national brands narrows, according to the J.D. Power Asia
Pacific 2009 Malaysia Sales Satisfaction Index (SSI) StudySM released today.

Now in its seventh year, the study measures new-vehicle owner satisfaction with the sales and delivery experience
and examines seven key factors that contribute to overall satisfaction. In order of importance, these factors are
delivery process; delivery timing; paperwork; dealer facility; salesperson; deal and sales initiation. SSI performance
is reported as an index score based on a 1,000-point scale, where a higher overall SSI score indicates greater
satisfaction with the new-vehicle sales and delivery process.

Overall sales satisfaction has increased by three points from 2008 to an average of 781 in 2009. Satisfaction has
increased in three of seven factors: salesperson, delivery process and delivery timing. Among these factors, delivery
timing increases most notably. Satisfaction with the four remaining factors decreased, with the greatest decline
occurring in the dealer facility factor.

As a whole, Malaysian national brands (Inokom, Naza, Perodua and Proton) improve by an average of six points
from 2008. In contrast, the non-national brands included in the study decrease by an average of seven points, as a
whole. Although national brands still trail non-national brands by 16 index points, this is considerably less than the
gap observed in 2008 of 29 points. National brands overall demonstrate the greatest improvement in the delivery
timing factor and have also improved considerably from 2008 in the sales initiation and delivery process factors.

Among the nine brands ranked in the study, Isuzu ranks highest in overall new-vehicle sales satisfaction with a score
of 805 and performs particularly well in six of seven factors: delivery process; paperwork; dealer facility;
salesperson; deal and sales initiation. Following Isuzu in the rankings are Toyota (798) and Suzuki (793). Toyota
performs particularly well in the delivery timing. Also ranking above the industry average are Honda, Mitsubishi
and Nissan (tied at 783 each).

The study finds that delivery times have shortened by 2.6 days from an average of 20.4 days in 2008 to 17.8 days in
2009 . Customers who say delivery timing is “better than expected” received their vehicle in 10.5 days, on average.
Meanwhile, those who say delivery timing is “worse than expected” in 2009 received their vehicles in 39.2 days, on
average. This marks an improvement of 12.6 days, or nearly 24 percent, compared with 2008. In addition, the
percentage of customers who report that delivery timing was “worse than expected” has decreased by three percent
from 2008.

“Shortened delivery times are largely attributable to the economic downturn and reduced demand at dealerships,”
said Taku Kimoto, general manager for Malaysia at J.D. Power Asia Pacific, Singapore. “In light of this, consumer
expectations around delivery times are changing. Dealers and manufacturers will need to continuously improve in
this area to keep pace with these expectations.”

The study also finds the overall satisfaction with delivery timing decreases as delivery times lengthen. On average,
among customers who receive their vehicles in four days or less, satisfaction with delivery timing is nearly 50 points
higher than average. Conversely, among customers who receive their vehicles in 32 days or more, delivery timing
satisfaction is 97 points lower than average.

(Page 1 of 2)
The study also finds that customer satisfaction with the overall purchase experience has a strong impact on dealer
loyalty and advocacy. Approximately 69 percent of “delighted” customers (those providing a rating of 10 on a 10-
point scale) say they “definitely would” recommend their dealer, compared to just four percent among
“disappointed” customers (those providing a rating of five or less). Similarly, approximately 53 percent of
“delighted” customers say they “definitely would” repurchase from the same dealer, compared with just one percent
among “disappointed” customers.

The study finds that the percentage of customers who negotiate the price of their vehicle has increased by seven
percent from 2008 to 72 percent in 2009. At the same time, the percentage of customers who believe that it is
necessary to negotiate to obtain the lowest price and also indicate that they do not enjoy negotiating has also
increased by six percent.

“Given the current economic environment, customers are becoming more price sensitive,” said Kimoto. “Although
some customers are reluctant to negotiate, they feel strongly about pushing to receive lower prices.”

The 2009 Malaysia Sales Satisfaction Index (SSI) Study is based on the responses of more than 2,400 new-vehicle
owners who purchased their vehicles between September 2008 and April 2009. The study was fielded between
March and June 2009. The SSI Study is one of three consumer-based studies conducted annually in Malaysia by
J.D. Power Asia Pacific. The 2009 Malaysia Customer Service Index (CSI) Study, which measures new-vehicle
owner satisfaction with after-sales dealership service, was released in July.

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 performance analytics 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, Thailand and Vietnam. Information
regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com.
Media e-mail contact: taku_kimoto@jdpower.com.sg.

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. 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 leading global information services provider
meeting worldwide needs in the financial services, education and business information markets through leading
brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The
Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is
available at www.mcgraw-hill.com.

Media Relations Contacts:

Taku Kimoto; General Manager; J.D. Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811;
Phone +65-67338980; taku_kimoto@jdpower.com.sg.
John Tews; Director, Media Relations; J.D. Power and Associates; 5435 Corporate Drive, Suite 300; Troy, MI,
48098 U.S.A.; 001 248-312-4119; john.tews@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. http://www.jdpower.com/corporate

# # #
(Page 2 of 2)
NOTE: Two charts follow.
 J.D. Power Asia Pacific
2009 Malaysia Sales Satisfaction Index (SSI) StudySM

Sales Satisfaction Index Ranking

Based on 1,000-point scale

600 700 800 900

Isuzu 805

Toyota 798

Suzuki 793

Honda 783

Mitsubishi 783

Nissan 783

Industry Average 781

Perodua 780

Proton 771

Naza 736

NOTE: Included in the study but not ranked due to small sample sizes are: BMW, Hyundai, Inokom and Mercedes-Benz.

Source: J.D. Power Asia Pacific 2009 Malaysia Sales Satisfaction Index (SSI) StudySM

Charts and graphs extracted from this press release must be accompanied by a statement identifying
J.D. Power Asia Pacific as the publisher and the J.D. Power Asia Pacific 2009 Malaysia Sales Satisfaction
Index (SSI) StudySM 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 Asia Pacific study results without the express prior written consent of J.D. Power Asia Pacific.
 J.D. Power Asia Pacific
2009 Malaysia Sales Satisfaction Index (SSI) StudySM

Factors Comprising Overall Satisfaction

Sales Initiation
8%

Deal
8%
Delivery Process
29%

Salesperson
9%

Dealer Facility
12%

Delivery Timing
18%

Paperwork
15%

NOTE: Percentages may not equal 100 due to rounding.

Source: J.D. Power Asia Pacific 2009 Malaysia Sales Satisfaction Index (SSI) StudySM

Charts and graphs extracted from this press release must be accompanied by a statement identifying
J.D. Power Asia Pacific as the publisher and the J.D. Power Asia Pacific 2009 Malaysia Sales Satisfaction
Index (SSI) StudySM 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 Asia Pacific study results without the express prior written consent of J.D. Power Asia Pacific.