CarGuy
10-31-2008, 10:06 AM
The Mitsubishi Lancer Navigation Ranks Highest
Navigation System Owners Maintain High Loyalty Levels Despite a Considerable
Increase in Problems
WESTLAKE VILLAGE, Calif.: 30 October 2008 —The Mitsubishi Electric navigation system in the 2008 Mitsubishi Lancer ranks highest in customer satisfaction with factory-installed navigation systems, according to the J.D. Power and Associates 2008 Navigation Usage and Satisfaction StudySM released today. This marks the first time since the inception of the study that a system supplied to a non-premium model has ranked highest.
Now in its 10th year, the study identifies six factors that contribute to overall customer satisfaction. In order of importance, they are: ease of use; system routing; system appearance; voice directions; navigation display screen; and speed of system. The study also measures quality by examining problems per 100 (PP100) navigation systems, in which a lower score reflects higher quality.
The Mitsubishi Electric navigation system in the Mitsubishi Lancer performs particularly well in the ease-of-use and speed-of-system factors. Owners of the navigation system use it more frequently compared with owners of other navigation systems, with 70 percent of Lancer owners reporting usage at least one to two times per week. The Xanavi navigation system supplied to the Infiniti G35 Sedan and the Mitsubishi Electric navigation system in the Mercedes-Benz C-Class rank second and third in overall customer satisfaction, respectively.
The study finds that the average number of reported problems across the industry has increased considerably from 2007—up 36 PP100 to 206 PP100 in 2008. Compared with 2007, more consumers indicate problems with the accuracy of their systems (accuracy of address information, accuracy of route). Regardless of the increase in quality issues, loyalty among navigation system owners is still particularly high. In 2008, nearly 75 percent of owners say they would recommend their navigation system to a friend or family member regardless of problems experienced.
“Nearly two-thirds of customers also indicate that not having a navigation system as an option in their next vehicle would negatively impact their purchase decision,” said Mike Marshall, director of automotive emerging technologies at J.D. Power and Associates. “This speaks highly to the desire that navigation system users have for owning this technology in the future.”
More than 50 percent of owners report having navigation systems that are equipped with voice recognition, according to the study. While this feature has a relatively high volume of owner-reported problems, owners with voice recognition report much higher overall satisfaction levels compared with customers whose navigation systems do not have the feature. Additionally, customers with voice-recognition systems are also willing to pay a higher price for their next navigation system.
The study also finds the following navigation system-owner behavior trends:
The price that customers are willing to pay to update their navigation system with new maps, point of interest data, etcetera, has decreased from the 2007 study. In 2008, customers are only willing to pay $55 to update their system annually with new information—down from $69 in 2007.
Customer demand for more advanced functionality within their navigation systems remains particularly high, with the ability to automatically avoid traffic congestion; provide speed limit information; and speed and stop light camera alerts being among the most desired features for a future system.
The 2008 Navigation Usage and Satisfaction Study is based on responses from 15,463 owners who recently purchased or leased new 2008 model-year vehicles with factory-installed navigation systems. The study was fielded from September to October 2008.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.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 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 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.
Media Relations Contacts:
John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy , MI 48098
USA
(248) 312-4119
[email protected]
Aimee Canlas
J.D. Power and Associates
Manager, Media Relations
2625 Townsgate Road
Westlake Village , CA 91361
USA
(805) 418-8917
[email protected]
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
# # #
http://www.jdpower.com/corporate/news/releases/charts/2008237a.gif
Navigation System Owners Maintain High Loyalty Levels Despite a Considerable
Increase in Problems
WESTLAKE VILLAGE, Calif.: 30 October 2008 —The Mitsubishi Electric navigation system in the 2008 Mitsubishi Lancer ranks highest in customer satisfaction with factory-installed navigation systems, according to the J.D. Power and Associates 2008 Navigation Usage and Satisfaction StudySM released today. This marks the first time since the inception of the study that a system supplied to a non-premium model has ranked highest.
Now in its 10th year, the study identifies six factors that contribute to overall customer satisfaction. In order of importance, they are: ease of use; system routing; system appearance; voice directions; navigation display screen; and speed of system. The study also measures quality by examining problems per 100 (PP100) navigation systems, in which a lower score reflects higher quality.
The Mitsubishi Electric navigation system in the Mitsubishi Lancer performs particularly well in the ease-of-use and speed-of-system factors. Owners of the navigation system use it more frequently compared with owners of other navigation systems, with 70 percent of Lancer owners reporting usage at least one to two times per week. The Xanavi navigation system supplied to the Infiniti G35 Sedan and the Mitsubishi Electric navigation system in the Mercedes-Benz C-Class rank second and third in overall customer satisfaction, respectively.
The study finds that the average number of reported problems across the industry has increased considerably from 2007—up 36 PP100 to 206 PP100 in 2008. Compared with 2007, more consumers indicate problems with the accuracy of their systems (accuracy of address information, accuracy of route). Regardless of the increase in quality issues, loyalty among navigation system owners is still particularly high. In 2008, nearly 75 percent of owners say they would recommend their navigation system to a friend or family member regardless of problems experienced.
“Nearly two-thirds of customers also indicate that not having a navigation system as an option in their next vehicle would negatively impact their purchase decision,” said Mike Marshall, director of automotive emerging technologies at J.D. Power and Associates. “This speaks highly to the desire that navigation system users have for owning this technology in the future.”
More than 50 percent of owners report having navigation systems that are equipped with voice recognition, according to the study. While this feature has a relatively high volume of owner-reported problems, owners with voice recognition report much higher overall satisfaction levels compared with customers whose navigation systems do not have the feature. Additionally, customers with voice-recognition systems are also willing to pay a higher price for their next navigation system.
The study also finds the following navigation system-owner behavior trends:
The price that customers are willing to pay to update their navigation system with new maps, point of interest data, etcetera, has decreased from the 2007 study. In 2008, customers are only willing to pay $55 to update their system annually with new information—down from $69 in 2007.
Customer demand for more advanced functionality within their navigation systems remains particularly high, with the ability to automatically avoid traffic congestion; provide speed limit information; and speed and stop light camera alerts being among the most desired features for a future system.
The 2008 Navigation Usage and Satisfaction Study is based on responses from 15,463 owners who recently purchased or leased new 2008 model-year vehicles with factory-installed navigation systems. The study was fielded from September to October 2008.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.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 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 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.
Media Relations Contacts:
John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy , MI 48098
USA
(248) 312-4119
[email protected]
Aimee Canlas
J.D. Power and Associates
Manager, Media Relations
2625 Townsgate Road
Westlake Village , CA 91361
USA
(805) 418-8917
[email protected]
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
# # #
http://www.jdpower.com/corporate/news/releases/charts/2008237a.gif