ConsumerReports.org Evaluates Contents of 20 Automaker Web Sites

e-Ratings: Online Shopping Guide free at http://www.ConsumerReports.org

YONKERS, N.Y., March 15 -- While automakers' web sites are often little more than glorified advertisements, most offer some useful information to car shoppers, according to the April issue of Consumer Reports and the e-Ratings: Online Shopping Guide at http://www.ConsumerReports.org. In CR's 2001 Auto Buying Survey, almost half the respondents from a nationally representative sample of recent buyers and leasers visited a manufacturer online, most probably using it as a research tool. To determine the value of such sites to consumers, e-Ratings at ConsumerReports.org evaluated 20 popular automakers' web sites. On the basis of content alone, nearly all received good or very good marks for offering useful information toward the car-selection and buying process, including "build-your-own" interactive configurators, and information on vehicle specs, features, and options. But, on the whole, these sites lack general buying advice, manufacturer warranty comparison charts, car reviews, links to information and services for car financing, insurance, or extended warranties. Nor do they list manufacturer suggested retail price (MSRP) and invoice prices. For the free, complete e-Ratings of automakers' web sites, including their Overall scores and a complete assessment of their policies and usability as well as their content, visit http://www.ConsumerReports.org, and click on the Auto Hub icon on the home page, available after 10 PM EST Wednesday, March 14. "Auto manufacturers' web sites are a logical place for Internet users to visit -- we know from our Survey that these car sites are the third most used source of information after prior experience with the make and talking to dealers and auto salespeople," says Paige Amidon, Chief Marketing Officer, New Media and Consumer Reports New Car Price Service. "But there are places online other than automakers' sites to gather comprehensive car information quickly -- especially when it comes to vehicle financing."

The 20 auto manufacturer sites that e-Ratings evaluated are: http://www.acura.com http://www.bmwusa.com http://www.cadillac.com http://www.chevrolet.com http://www.chryslercars.com http://www.4adodge.com http://www.fordvehicles.com http://www.honda.com http://www.hyundai.com http://www.jeepunpaved.com http://www.lexus.com http://www.lincolnvehicles.com http://www.mbusa.com http://www.nissandriven.com http://www.pontiac.com http://www.saturncars.com http://www.subaru.com http://www.toyota.com http://www.vw.com http://www.volvocars.com

Overall the sites offer fairly similar content. A few standouts:

-- Lexus has links to lexussafety.com, which in turn has links to other good safety sites

-- BMW has a personalized Owner's Circle where customers can track their information and "Choose a Model" tool -- Lincoln has a Spanish-language version -- Saturn has personalized features for owners including service reminders, travel assistance, special offers, lease info, etc., and has a "Help Me Find the Right Saturn" tool -- Toyota has a Glossary and an "Assess Your Needs" tool

Some general findings: -- All sites let customers "build a car." Some sites have a better functioning "builder" than others, including GM, Honda, Lexus, Mercedes, Toyota. Honda and Saturn are the only sites that show exterior options when you build your car, which is fun, but probably not of much value. -- All who offer financing information do so only through their own company's financial arm. -- The Daimler Chrysler sites do not offer a comparison tool. Hyundai is the only other site without such a tool, but they say they will be adding it soon. -- Only some sites let customers send their configured car directly to a local dealer for a price quote: BMW, Honda, Hyundai, Lexus, Mercedes, Toyota. -- Several sites allow an inventory search of "pre-owned cars:" Acura, BMW, Honda, Lexus, Mercedes, Toyota. -- e-Ratings was not able to find warranty information at several sites: Cadillac, Hyundai, Jeep, Nissan, Saturn. -- Reading the specs online was difficult in most cases - printing them out makes for a much better read.

e-Ratings -- introduced in November 1999 to help consumers navigate the emerging web marketplace efficiently, effectively, and with confidence -- is based on a systematic review of selected features against specified criteria, using Consumer Reports' carefully-developed methodology. The resulting e-Ratings are in the tradition of the independent ratings Consumer Reports has published since 1936. Unlike most sites reviewed for e-Ratings -- that enable the user to comparison shop and purchase goods and services -- auto manufacturers' web sites are specifically information-based, so these e-Ratings place concentration on the sites' Content. Sites are selected for evaluation on the basis of traffic and a merchant's popularity or relevance in a given product category. http://www.ConsumerReports.org approaches each site as an average consumer would. In every case, a consistent shopping scenario is followed: browsing for products; searching for specific items and features; and placing an order (if applicable). Sites are scored using Consumer Report magazine's familiar five-point ratings system.

Sites are rated for: -- Policies: This rating reflects the quality and clarity of a site's explanation of security, privacy, shipping and handling (if applicable), returns (if applicable), and customer service policies. -- Usability: This rating reflects how easily and efficiently a shopper can browse for products, search for specific items, and place an order (if applicable). Included are evaluations of design, browsing and searching, ordering and canceling (if applicable), and advertising clutter. -- Content: This rating reflects the breadth and depth of product categories and choices within those categories; the amount and quality of product information available; and the availability of useful personalization/customization, special services or unique features.

To supplement http://www.ConsumerReports.org's site evaluations, e-Ratings includes information on shopper experience from BizRate.com, with a link to BizRate.com's full online store performance report.

http://www.ConsumerReports.org is the fastest-growing web site of its kind, with more than 530,000 paid subscribers. All site visitors have free access to helpful advice, safety alerts, recalls, and much more. Site subscribers receive unbiased product ratings and service recommendations, access to the latest issue of Consumer Reports and four years of past reports, exclusive reliability reports, message boards and more. http://www.ConsumerReports.org does not accept advertising, and has no ties to the manufacturers whose products and services it tests and rates. There are two types of subscriptions: an annual subscription for $24 (current subscribers to the magazine can join for $19 per year), or a monthly subscription for $3.95.

Consumer Reports Online (http://www.ConsumerReports.org) is the Web site of Consumers Union, an independent, nonprofit testing and information-gathering organization, serving only the consumer. They are a comprehensive source of unbiased advice about products and services, personal finance, health, nutrition, and other consumer concerns. Since 1936, our mission has been to test products, inform the public, and protect consumers.

CONTACT: John McCartney, 212-699-2547, john@middleberg.com, or Lauren Hackett, 212-699-2521, lauren@middleberg.com, both of Middleberg Euro rscg, for ConsumerReports.org