J.D.

Power Asia Pacific Reports: Maruti Suzuki Ranks Highest in Customer Satisfaction in India For a Seventh Consecutive Year Customers Increasingly Take Their Vehicles to Dealerships For Routine Maintenance; Fast Service Leads to Higher Customer Satisfaction SINGAPORE: 26 October 2006—For a seventh consecutive year, Maruti Suzuki ranks highest in customer satisfaction with authorized dealership service, according to the J.D. Power Asia Pacific 2006 India Customer Satisfaction Index (CSI) StudySM released today. The study, now in its 10th year, measures the overall satisfaction of vehicle owners who visit their authorized dealer/service center for maintenance or repair work during the first 12 to 18 months of ownership. Overall satisfaction is determined by utilizing seven measures. They are (in order of importance): problems experienced; service quality; user-friendly service; service advisor; service initiation; service delivery; and inservice experience. The industry average CSI has increased to 776 index points on a 1,000-point scale in 2006—up 15 points from the 2005 study. Maruti Suzuki leads the industry in customer satisfaction with a CSI score of 848 points and continues to set the industry benchmark on all measures of the CSI. Maruti Suzuki also improves its performance in all measures from 2005 results. “Maruti Suzuki’s performance in 2006 is a new industry high score, and raises the expectations for other manufacturers in the industry,” said Mohit Arora, India director at J.D. Power Asia Pacific. “Nearly 50 percent of Maruti Suzuki customer indicated that their expectations were exceeded, which generally results in particularly high levels of loyalty and advocacy intentions toward a vehicle make.” Ford follows Maruti Suzuki in the rankings, and Mahindra and Toyota both rank third in a tie. Tata, which shows significant improvements in six of the seven factors, emerges as the most-improved nameplate in the study with an increase of 31 index points from its 2005 score. The study finds that during the past 10 years there has been a consistent increase in the number of customers who bring their vehicles into dealerships for regular service, which includes routine maintenance and oil changes but excludes repairs. Among customers who bring their vehicle in for regular service, a quick turnaround leads to higher satisfaction levels, with scores nearly 100 points above the industry average when this expectation is met. Maruti Suzuki again leads the industry in providing a quick service turnaround with nearly one of seven customers reporting they receive their vehicle back within three hours. “While the concept of quick service is prevalent internationally, it is still relatively new to India,” said Arora. “Vehicle owners in India appreciate a quick service turnaround if it is done in a cost-effective and high-quality manner. Also, it is beneficial to dealers, as it enables greater service-bay productivity and, therefore, higher overall service revenues.” The study also examines the cost of operating new vehicles, both in terms of actual costs and owner satisfaction with those costs. Operation costs of new vehicles have increased from the 2005 study—up 12 percent for diesel and 17 percent for petrol vehicles. The overall cost of operation is an aggregation of three components: fuel; repair and maintenance; and tire expenses. While the Tata Indica, Indigo and Marina vehicle models post strong performances in the diesel segment in terms of cost of operation, Maruti models continue to dominate in the petrol segment.

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The 2006 India Customer Satisfaction Index (CSI) study is based on responses from more than 4,500 owners of nearly 40 different vehicle models. The study was fielded from June to August 2006. About J.D. Power Asia Pacific J.D. Power Asia Pacific, established in 1990, conducts customer satisfaction research and provides consulting services in the automotive, information technology and finance industries. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.co.jp. Media e-mail contact: marora@jdpower.com.sg. About J.D. Power and Associates Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’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 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 290 offices in 38 countries. Sales in 2005 were $6.0 billion. Additional information is available at http://www.mcgraw-hill.com. J.D. Power and Associates Media Relations Contacts: Mohit Arora John Tews Director, India Director, Media Relations J.D. Power Asia Pacific J.D. Power and Associates 6 Battery Road, #20-01 5435 Corporate Drive, Suite 300 Singapore, 049909 Troy, MI, 48098 U.S.A. Phone +65-67338980 (248) 312-4119 john.tews@jdpa.com marora@jdpower.com.sg 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: Two charts follow.

J.D. Power Asia Pacific 2006 India Customer Satisfaction Index (CSI) StudySM
Customer Satisfaction Index Ranking
(Based on a 1,000-point scale)

500

600

700

800

900

Maruti Suzuki

848

Industry Average

776

Ford

727

Mahindra

726

Toyota

726

Hyundai

725

Honda

720

Chevrolet

713

Škoda

713

Tata

689

Included in the study but not ranked due to small sample size are: Fiat, Mitsubishi and Opel.
Source: J.D. Power Asia Pacific 2006 India Customer Satisfaction Index (CSI) 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 2006 India Customer Satisfaction Index (CSI) StudySM as the source. 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 2006 India Customer Satisfaction Index (CSI) StudySM
Factors Contributing to Overall Satisfaction
In-Service Experience 9%

Service Delivery 10%

Problems Experienced 27%

Service Advisor 11%

Service Initiation 11%

Service Quality 18%

User-Friendly Service 14%

Source: J.D. Power Asia Pacific 2006 India Customer Satisfaction Index (CSI) 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 2006 India Customer Satisfaction Index (CSI) StudySM as the source. 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.

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