J. D. Power '04 Total Quality Index: Toyota quality sucks, VW rules!!
12-29-04, 09:37 AM
#1
Lexus Fanatic
Thread Starter
J. D. Power '04 Total Quality Index: Toyota quality sucks, VW rules!!
Perhaps Toyota has been caught off guard with an unexpectedly high growth in sales volume, but they'd better not forget what got them where they are, or that quality/reliability aura will fade...fast!! 
http://www.thecarconnection.com/inde...5&article=7159
'04 Total Quality Index: Defects Down
Satisfaction is up as Hyundai gains, BMW drops.
by Paul A. Eisenstein (2004-05-24)
Related Articles:
Power: Initial Quality All-Time High by Paul A. Eisenstein (5/3/2004)
2004 J.D. Power survey: pleasant surprises - and unexpected disappointments.
Cadillac's new XLR roadster was the highest-rated vehicle in the 2004 Total Quality Index, underscoring a sharp comeback for U.S. automotive giant General Motors.
Now in its tenth year, the TQI is designed to record not only the problems car buyers face during their first 90 days of ownership, but also to measure how pleased motorists are with their vehicles.
While Japanese automakers fared well, GM and the South Korean carmaker, Hyundai, proved unexpectedly strong contenders. Meanwhile, the study's perennial winner, BMW, was knocked out of the top spot, according to Strategic Vision, the California-based research firm that produces the annual Total Quality Index.
General Motors took the top spot in 10 of 19 separate product segments, with a mix of specialty and mainstream cars, trucks and crossovers. These included the XLR, Chevrolet Malibu, Monte Carlo and Corvette, and Saturn ION and VUE. The study put Cadillac on a nearly equal par with such long-term customer satisfaction leaders as Lexus, Jaguar, and BMW
"There are definite signs GM is coming back," said Dan Gorrell, one of the founders of Strategic Vision. "I don't think this represents GM at its fullest bloom yet, but it suggests that over the next couple years we'll see the effects of their product-led revolution."
GM's strong performance was a mixed bag, Strategic Vision found. It still lagged behind Volkswagen, Nissan, and Honda, among full-line producers. And, along with the other Big Three automakers, there is "no real sign they are making any real inroads into conquesting (winning over) import buyers."
Cautions and parallels
Though they compete in only a relative handful of niches, Nissan's Infiniti division and Mercedes-Benz were the top-scoring brands in the 2004 TQI. Meanwhile, Volkswagen ranked tops among full-line carmakers, those that compete in most or all product segments.
But the story wasn't quite as good as it might seem for VW, Gorrell cautioned. With the exception of the new Touareg sport-utility vehicle, VW scores well with its loyal core customer base. But it is actually "shrinking," said Gorrell, as quality problems frustrate less loyal newcomers to the brand.
There was a time when a new-car buyer could expect to experience a number of problems during the first 90 days of ownership. Not anymore, it seems. Of the six large, full-line brands including in the TQI, only about one in four owners reported any defects or other problems during the 2004 study.
A number of recent studies have echoed Strategic Vision's findings that initial quality is generally on the rise industry-wide, but some brands, like VW, have been slipping a bit. Others brands are pushing the quality envelope and, in the process, surprising and delighting their customers.
Once a laggard in the TQI study, Hyundai has fast been climbing up the chart. And that's "not just (because of the) traditional measure of quality, but the overall product experience," stressed Gorrell.
He quickly likened that Hyundai's improvement to a "three-legged stool," combining exciting new products, improved quality that is backed by a ten-year warranty, and Hyundai's traditional low prices. But "if any leg is knocked out," warned Gorrell, "Hyundai will come tumbling down."
Things gone right
In a number of ways the Total Quality Index reiterates the findings of the widely-quoted J.D Power Initial Quality Survey. But there are some notable differences, reflecting TQI's focus on both things gone wrong, as well as what might be called "things gone right."
So while Toyota 's Lexus division routinely soars to the top in the IQS, which focuses solely on defects, it came in mid-pack among luxury brands in the Total Quality Index, behind both Mercedes and Infiniti. Despite its reputation for bulletproof reliability, the parent company, Toyota, also scores in mid-pack on the TQI, reflecting what Gorrell describes as "bland ubiquity."
Passion for a brand can be a strong selling point, on the other hand, propelling Mini to the top of its segment, despite its less than segment-leading quality.
This emotional attachment to a brand had been the source of BMW's long-running strength. But another notable finding in the 2004 TQI was the decline of that brand, long the nameplate to beat. A variety of factors appears to be hurting the German marque, said Gorrell, including "some owner discomfort" with BMW's edgy new design theme, as well as its complicated iDrive electronic control system.
The TQI is compiled from questionnaires completed by approximately 40,000 U.S. new car, truck and crossover buyers. The higher the score, the better a manufacturer, brand or product performed.
FULL-LINE CORPORATIONS:
VW 876
Nissan 867
Honda 864
General Motors 860
Industry Average 858
Toyota 855
Ford* 852
Chrysler 847
*Excluding Jaguar, Land Rover and Volvo
BRANDS UNDER $23,000
Saturn 871
Hyundai 868
Honda 861
Industry Average 858
Mitsubishi 857
Pontiac 845
Kia 830
Suzuki 817
Isuzu 808
BRANDS $23,000 - $30,000
VW 874
Nissan 862
Chevrolet 861
Industry Average 858
Mercury 851
Chrysler 851
Dodge 850
Ford 850
Buick 849
Toyota 848
Mazda 843
Oldsmobile 838
Subaru 838
Jeep 838
BRANDS MORE THAN $30,000
Infiniti 898
Mercedes-Benz 898
Cadillac 896
Jaguar 895
Lexus 894
BMW 893
Acura 886
Audi 883
Lincoln 890
Saab 880
Volvo 873
Industry Average 858
GMC 852
Land Rover 849
TOP CARS:
Small: Hyundai Elantra/Saturn Ion (tie)
Compact Hyundai Sonata/Chevrolet Malibu (tie)
Midsize Acura TSX
Larger Buick LeSabre/Chrysler Concorde (tie)
Small Specialty Mini Cooper
Small Spec. Corvette
Mid Specialty Chevrolet Monte Carlo
Near Luxury Infiniti G35/Cadillac DeVille (tie)
Luxury Lexus LS430
Convertible >$30k XLR
TOP TRUCKS
Minivan Honda Odyssey/Mercury Monterey (tie)
Small SUV Hyundai Santa Fe
Midsize SUV Nissan Murano/Saturn Vue (tie)
Full-size SUV Ford Excursion
Near-Luxury SUV Infiniti FX
Luxury SUV Cadillac Escalade
Compact Pickup Dodge Dakota
Full-size Pickup Chevrolet Avalanche
Heavy-Duty PU Chevrolet Silverado
http://www.thecarconnection.com/inde...5&article=7159
'04 Total Quality Index: Defects Down
Satisfaction is up as Hyundai gains, BMW drops.
by Paul A. Eisenstein (2004-05-24)
Related Articles:
Power: Initial Quality All-Time High by Paul A. Eisenstein (5/3/2004)
2004 J.D. Power survey: pleasant surprises - and unexpected disappointments.
Cadillac's new XLR roadster was the highest-rated vehicle in the 2004 Total Quality Index, underscoring a sharp comeback for U.S. automotive giant General Motors.
Now in its tenth year, the TQI is designed to record not only the problems car buyers face during their first 90 days of ownership, but also to measure how pleased motorists are with their vehicles.
While Japanese automakers fared well, GM and the South Korean carmaker, Hyundai, proved unexpectedly strong contenders. Meanwhile, the study's perennial winner, BMW, was knocked out of the top spot, according to Strategic Vision, the California-based research firm that produces the annual Total Quality Index.
General Motors took the top spot in 10 of 19 separate product segments, with a mix of specialty and mainstream cars, trucks and crossovers. These included the XLR, Chevrolet Malibu, Monte Carlo and Corvette, and Saturn ION and VUE. The study put Cadillac on a nearly equal par with such long-term customer satisfaction leaders as Lexus, Jaguar, and BMW
"There are definite signs GM is coming back," said Dan Gorrell, one of the founders of Strategic Vision. "I don't think this represents GM at its fullest bloom yet, but it suggests that over the next couple years we'll see the effects of their product-led revolution."
GM's strong performance was a mixed bag, Strategic Vision found. It still lagged behind Volkswagen, Nissan, and Honda, among full-line producers. And, along with the other Big Three automakers, there is "no real sign they are making any real inroads into conquesting (winning over) import buyers."
Cautions and parallels
Though they compete in only a relative handful of niches, Nissan's Infiniti division and Mercedes-Benz were the top-scoring brands in the 2004 TQI. Meanwhile, Volkswagen ranked tops among full-line carmakers, those that compete in most or all product segments.
But the story wasn't quite as good as it might seem for VW, Gorrell cautioned. With the exception of the new Touareg sport-utility vehicle, VW scores well with its loyal core customer base. But it is actually "shrinking," said Gorrell, as quality problems frustrate less loyal newcomers to the brand.
There was a time when a new-car buyer could expect to experience a number of problems during the first 90 days of ownership. Not anymore, it seems. Of the six large, full-line brands including in the TQI, only about one in four owners reported any defects or other problems during the 2004 study.
A number of recent studies have echoed Strategic Vision's findings that initial quality is generally on the rise industry-wide, but some brands, like VW, have been slipping a bit. Others brands are pushing the quality envelope and, in the process, surprising and delighting their customers.
Once a laggard in the TQI study, Hyundai has fast been climbing up the chart. And that's "not just (because of the) traditional measure of quality, but the overall product experience," stressed Gorrell.
He quickly likened that Hyundai's improvement to a "three-legged stool," combining exciting new products, improved quality that is backed by a ten-year warranty, and Hyundai's traditional low prices. But "if any leg is knocked out," warned Gorrell, "Hyundai will come tumbling down."
Things gone right
In a number of ways the Total Quality Index reiterates the findings of the widely-quoted J.D Power Initial Quality Survey. But there are some notable differences, reflecting TQI's focus on both things gone wrong, as well as what might be called "things gone right."
So while Toyota 's Lexus division routinely soars to the top in the IQS, which focuses solely on defects, it came in mid-pack among luxury brands in the Total Quality Index, behind both Mercedes and Infiniti. Despite its reputation for bulletproof reliability, the parent company, Toyota, also scores in mid-pack on the TQI, reflecting what Gorrell describes as "bland ubiquity."
Passion for a brand can be a strong selling point, on the other hand, propelling Mini to the top of its segment, despite its less than segment-leading quality.
This emotional attachment to a brand had been the source of BMW's long-running strength. But another notable finding in the 2004 TQI was the decline of that brand, long the nameplate to beat. A variety of factors appears to be hurting the German marque, said Gorrell, including "some owner discomfort" with BMW's edgy new design theme, as well as its complicated iDrive electronic control system.
The TQI is compiled from questionnaires completed by approximately 40,000 U.S. new car, truck and crossover buyers. The higher the score, the better a manufacturer, brand or product performed.
FULL-LINE CORPORATIONS:
VW 876
Nissan 867
Honda 864
General Motors 860
Industry Average 858
Toyota 855
Ford* 852
Chrysler 847
*Excluding Jaguar, Land Rover and Volvo
BRANDS UNDER $23,000
Saturn 871
Hyundai 868
Honda 861
Industry Average 858
Mitsubishi 857
Pontiac 845
Kia 830
Suzuki 817
Isuzu 808
BRANDS $23,000 - $30,000
VW 874
Nissan 862
Chevrolet 861
Industry Average 858
Mercury 851
Chrysler 851
Dodge 850
Ford 850
Buick 849
Toyota 848
Mazda 843
Oldsmobile 838
Subaru 838
Jeep 838
BRANDS MORE THAN $30,000
Infiniti 898
Mercedes-Benz 898
Cadillac 896
Jaguar 895
Lexus 894
BMW 893
Acura 886
Audi 883
Lincoln 890
Saab 880
Volvo 873
Industry Average 858
GMC 852
Land Rover 849
TOP CARS:
Small: Hyundai Elantra/Saturn Ion (tie)
Compact Hyundai Sonata/Chevrolet Malibu (tie)
Midsize Acura TSX
Larger Buick LeSabre/Chrysler Concorde (tie)
Small Specialty Mini Cooper
Small Spec. Corvette
Mid Specialty Chevrolet Monte Carlo
Near Luxury Infiniti G35/Cadillac DeVille (tie)
Luxury Lexus LS430
Convertible >$30k XLR
TOP TRUCKS
Minivan Honda Odyssey/Mercury Monterey (tie)
Small SUV Hyundai Santa Fe
Midsize SUV Nissan Murano/Saturn Vue (tie)
Full-size SUV Ford Excursion
Near-Luxury SUV Infiniti FX
Luxury SUV Cadillac Escalade
Compact Pickup Dodge Dakota
Full-size Pickup Chevrolet Avalanche
Heavy-Duty PU Chevrolet Silverado
12-29-04, 09:45 AM
#3
"Passion for a brand can be a strong selling point, on the other hand, propelling Mini to the top of its segment, despite its less than segment-leading quality."
Doesn't seem like there is necessarily anything physically wrong with Toyota or Lexus, just that people are beginning to want more desire and passion out of their vehicles...something Toyota and Lexus don't necessarily provide.
-Michael-
Doesn't seem like there is necessarily anything physically wrong with Toyota or Lexus, just that people are beginning to want more desire and passion out of their vehicles...something Toyota and Lexus don't necessarily provide.
-Michael-
12-29-04, 09:47 AM
#4
Lexus Fanatic
Thread Starter
Originally Posted by 1SICKLEX
This is the date of the article
(2004-05-24), May 24th. I also simply find this one hard to believe. Kudos to other car makers waking up. Improved quality is good for everyone.
(2004-05-24), May 24th. I also simply find this one hard to believe. Kudos to other car makers waking up. Improved quality is good for everyone.
Hopefully this is not a repost and still news to most CL fellows.
12-29-04, 01:33 PM
#6
Lexus Fanatic
Thread Starter
Originally Posted by biker
Just goes to show you make a survey to say just about anything.
BTW, anybody knows how exactly the "Total Quality Index" is measured? Is it a combo of the "Initial Quality Study" and the "Long-Term Quality Study" or something totally different?
12-29-04, 02:11 PM
#7
Lexus Fanatic
Originally Posted by MPLexus301
"Passion for a brand can be a strong selling point, on the other hand, propelling Mini to the top of its segment, despite its less than segment-leading quality."
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12-29-04, 02:24 PM
#8
Lexus Fanatic
I'd also like to add, that from what I have seen, Consumer Reports (even though it is certainly a non-auto enthusiast publication), not J.D. Power, is far and away the best and most source for both past and projected vehicle reliability. Even though I myself am a regular J. D. Power survey panelist for auto marketing questions.....not just owner surveys....I'm not as impressed with them as with the excellent database that Consumer Reports has for auto reliability. Road and Track, Popular Mechanics, and a few other auto publications occasionally have owner surveys, but nothing touches CR for completeness. It is usually the first source I check for reliability when I get ready to recommend a vehicle to someone........including CL members.
J.D. Power, though, as noted, is a good source for measuring non-repair related things like sales, delivery, first 90-day, and long-term satisfaction, but even there, CR has a satisfaction index list of their own, too.
J.D. Power, though, as noted, is a good source for measuring non-repair related things like sales, delivery, first 90-day, and long-term satisfaction, but even there, CR has a satisfaction index list of their own, too.
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