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J.D. Power and Associates and L'Automobile Magazine 2005 France Customer Satisfaction Index

To view the release in both English and French and the accompanying charts, CLICK HERE

Paris June 21, 2005:

The France CSI study measures vehicle ownership satisfaction among four key measures (shown in order of importance):

  • Vehicle Quality/Reliability (38%)
  • Vehicle Appeal (22%)
  • Ownership Costs (20%)
  • Service Satisfaction (19%)

J.D. Power and Associates’ annual CSI studies are conducted independently and are designed to provide the industry with global benchmarks for measuring and improving customer satisfaction, and give consumers access to reliable and accurate information about many different vehicle models. The global marketing information services firm conducts CSI studies in across the world, including: Europe (France, Germany, United Kingdom); North America (Canada, Mexico, United States); Asia Pacific (Australia, China, India, Indonesia, Japan, Malaysia, New Zealand, Philippines, Taiwan, Thailand); and Africa (South Africa).

The results for the France CSI study are based on responses from more than 16,000 French motorists who rated their experiences with their vehicle, the dealer, and the cost of vehicle ownership. The study provides information regarding 25 ranked brands and 95 ranked models after an average of approximately 2½ years on the road.

The study recognizes individual car models with awards in six different segments: small car, lower medium, upper medium, executive/luxury, MPV and SUV, with Toyota capturing three of the individual segment awards. The awardees in each segment are:

  • Toyota Yaris Verso (small car)
  • Toyota Corolla (lower medium)
  • BMW 3 Series (upper medium)
  • BMW 5 Series (executive/luxury)
  • Toyota Land Cruiser (SUV)
  • Mazda Premacy (MPV)

In a ranking of nameplates based on overall customer satisfaction, Honda leads the industry as the most satisfying brand to own with an index score of 819 (based on a 1,000-point scale). Honda performs particularly well in the quality/reliability and service satisfaction measures. Honda is followed closely in the rankings by BMW with an index score of 816. BMW performs well in the vehicle appeal measure. Toyota, Mazda, Volvo, Skoda, Ford, Audi, Mercedes-Benz, Peugeot and Renault all perform above the industry average (777 index points). Renault and Peugeot perform particularly well in the ownership costs measure.

“The study shows that there is a wide gap between the vehicles that give high levels of satisfaction to owners and those that do not, suggesting that there is room for the industry to do more to meet the needs of vehicle owners in France,” said Stuart Crawford-Browne, research manager at J.D. Power and Associates in Europe. “Satisfaction with the ownership experience is important to vehicle manufacturers as it drives consumer repurchase intentions and word-of-mouth promotion of their brands.”

The Customer Satisfaction Index score measures how well customer expectations are met by the ownership experience. The challenge for manufacturers is to understand consumer expectations and exceed them.

“As in other markets, Honda, BMW and Toyota perform well, but French manufacturers show that they are competitive with other high-volume brands,” said Crawford-Browne. “We expected local manufacturers to perform well for ownership costs, but to see Renault, Peugeot and Citroën placed in the top three positions indicates how well they meet customer expectations in this area.”

Consumer Benefit

“The study provides very interesting results with some unexpected outcomes,” said Stéphane Meunier, editor in chief of L’Automobile Magazine. “This is the first time such detailed information on the satisfaction of French automobile owners is available to the public. The study provides a complete picture of driver experiences with their cars. It allows the reader to make comparisons between brands and models that are relevant to them and offers a complementary source of information to what L’Automobile Magazine is already providing, such as road tests and reliability surveys.”

A complete list of all models reported in the 2005 J.D. Power and Associates/L’Automobile Magazine France Customer Satisfaction Index Study, along with more detail on how they perform, can be found in the June 21, 2005, edition of L’Automobile Magazine.

About J.D. Power and Associates

The European headquarters of J.D. Power and Associates is located in Guildford, UK. With world headquarters in Westlake Village, California, U.S.A., 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 L’Automobile Magazine

With a monthly circulation of 180,000, L’Automobile Magazine, established in 1946, is the first monthly car magazine in France. With its ISO 9001-registered test drives; sneak previews on new cars; annual and official “Guide to Quality and Reliability;” and its retro, design and sport stories, L’Automobile Magazine attracts both the most passionate car enthusiasts and car buyers alike who are looking for advice.