The JD Power and Associates South Africa

SA’s
Best and Worst JD
J D POWER AND ASSOCIATES SOUTH AFRICA
CUSTOMER SATISFACTION INDEX STUDY
POWER
owner survey
CSI
CAR brings you the results of the fifth annual Customer Satisfaction
Index (CSI) Study carried out on the South African new vehicle market
by the global information marketing company J D Power and Associates.
Based on actual customer experiences, this totally independent and
unbiased survey establishes a CSI for the country’s most popular cars,
MPVs, SUVs and pick-ups. We reveal SA’s best and worst vehicles…
y
Februar
R
A
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ed from
Reprint
JDPower reprint.indd 89
2009
E
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4/24/09 9:32:49 AM
JD
BUDGET/LIGHT CARS
POWER
owner survey
CSI
The CSI study
explained
SUB-COMPACTS
COMPACT CARS
Budget and
T
he J D Power and Associates South Africa
Customer Satisfaction Index (CSI) study –
now in its fifth year – is based on a representative sample of 12 181 owners of new vehicles
first registered between October 2006 and
September 2007. Owners were sent surveys in July
2008. The study is a comprehensive measurement
of ownership satisfaction, and reflects the following eight components of satisfaction:
Mechanical problems: covers the reliability
of the engine, transmission, suspension and
braking systems
Interior problems: covers the reliability
of the interior trim, facia and controls, seats,
ventilation and audio systems
Exterior problems: covers the bodywork,
paintwork, rust, corrosion and lights
Vehicle performance: covers the appeal
of the engine, transmission, ride, handling
and braking
Vehicle interior: covers opinions of interior
comfort and practicality, seats, facia and
controls, ventilation and audio systems
Vehicle exterior: covers opinions of the
vehicle’s styling
Dealer service: covers the franchised dealer’s
performance including such actions as booking-in for service, service competence and
general customer care
Ownership costs: covering the level of
satisfaction regarding costs incurred by fuel
consumption, insurance and servicing.
The overall CSI score is a weighted average of
these eight aspects in a single measure. In determining the final rating, emphasis is placed on
vehicle reliability and quality, followed by appeal,
ownership costs and dealer service. Based on
each vehicle’s CSI, a star rating is given with five
stars representing excellent, through to one star
representing poor. A CSI percentage score is given
for each vehicle against its class rivals, but note
that when making comparisons, because standards vary from category to category, an average in
one category does not necessarily apply to another. Also, note that rankable models must account
for at least 67 per cent of vehicle category sales.
The study was funded entirely by J D Power and
Associates as part of its global research programme, in co-operation with the South African
Road Traffic Management Corporation (RTMC), and
includes a section of questions to assist the corporation and the Department of Transport (DOT) in
measuring the performance of its programmes for
licensing vehicles and drivers.
JDPower reprint.indd 90
Hyundai Atos
C
ompared with the last report, fewer
models emerged in this year’s study
for this category, which is split into
two groups, Budget Cars and Light Cars.
Four cars appear in the Budget group versus six last year and, surprisingly, the previous top-ranked model, the Fiat Panda (with
score of 82,6), is not amongst them. The new
leader is the Hyundai Atos, which has shown
a remarkable improvement from being last
in the group last year with a two-star score
of 78,4 to being the new leader with a threestar CSI score of 83,5 per cent. The Atos
rated average or above average in all of the
eight aspects. In a comparative test published in May ’05, CAR said “As a city car it is
hard to beat because it’s easy to park, has a
comfy ride, the air-con keeps you cool, and
it uses little fuel”.
The Chevrolet Spark rose from secondlast with 79,5 to second overall with a threestar 81,5 per cent, followed by the Ford Ka
and Kia Picanto, both scoring a two-star 79,6
but with very different ratings in the individual aspects.
FAST FACTS
Model
Price
0-100 km/h
Top speed
Economy
Emissions
Luggage
CAR test
Atos 1,1 GLS
R85 900
15,42 secs
150 km/h
7,26 l/100 km
169 g/km
176-888 dm3
May ’05
Chevrolet Spark
Hyundai’s company history in SA has had its ups and downs, but the products have
generally always been good and at last there is some recognition of the fact. While
acknowledging that the VW Citi endures as cheap transport, it is worrying that Light
Cars continue to sit way below Budget Cars in quality ratings – MM
4/24/09 9:34:24 AM
EXECUTIVE CARS
SUVs
FAST FACTS
Model
VW TenaCiti 1,4i
Price
R75 900
0-100 km/h
13,7 secs (est)
Top speed
160 km/h (est)
Economy
8,9 l/100 km (est)
Emissions
207 g/km (est)
Luggage
200-752 dm3
CAR test
–
COMPACT MPVs
PICK-UPS
I
n the Light Car group, three models
appear as opposed to four last year, and
once again the previous top-ranked
model is absent but only because the Toyota
Tazz went off the market. So, the previous
runner-up, the Volkswagen Citi, steps up to
take over top spot with a one-star CSI score
of 74,9 per cent that, although lower than
the Tazz’s benchmark 77,3, does show an
improvement over the 70,6 it scored before.
The evergreen Citi range gets a periodic
freshening and the latest line-up includes
1,4i and 1,6i engines with funky names such
as TenaCiti (the base model), CitiStorm,
CitiSport, CitiWolf, and CitiRox.
Below the Citi is another “oldie”, albeit one
that was re-introduced to the market, the
Fiat Palio, with a one-star score of 73,1 per
cent, and the Tata Indica, which remains in
bottom spot but with an improved score of
71,1 compared with 64,4 previously.
Volkswagen Citi
light cars
Fiat Palio
BUDGET CARS
VEHICLE QUALITY
Vehicle Make/Model
Mechanical
Problems
Interior
Problems
VEHICLE APPEAL
Exterior
Problems
Vehicle Performance
Vehicle
Interior
Vehicle
Exterior
Dealer
Service
Ownership Overall CSI
Costs
(%)
83,5%
Hyundai Atos
Chevrolet Spark
x
xx
x
Ford Ka
Kia Picanto
Verdict
81,5%
x
x
xx
x
x
Vehicle
Exterior
Dealer
Service
x
x
x
79,6%
79,6%
LIGHT CARS
VEHICLE QUALITY
Vehicle Make/Model
Mechanical
Problems
Interior
Problems
VEHICLE APPEAL
Exterior
Problems
Vehicle Performance
Vehicle
Interior
Ownership Overall CSI
Costs
(%)
74,9%
Volkswagen Citi
Fiat Palio
Tata Indica
KEY
JDPower reprint.indd 91
Verdict
x
x
Excellent
xx
x
Above Average
x
x
xx
Average
x
xx
x Below Average
73,1%
71,1%
xx Poor
4/24/09 9:35:19 AM
JD
BUDGET/LIGHT CARS
SUB-COMPACTS
COMPACT CARS
POWER
owner survey
CSI
FAST FACTS
Model
Jazz (’06) 1,5 VTEC
Price
n/a
0-100 km/h
10,89 secs
Top speed
188 km/h
Economy
8,48 l/100 km
Emissions
198 g/km
Luggage
288-1 200 dm3
CAR test
June ’06
T
he Sub-compact category represents the bulk of
passenger vehicle sales in South Africa. Split into
two groups, 16 cars are in the Lower group and
18 in the Upper. Quite a few of the country’s best-selling
models are to be found in this category, so it is interesting to see if the CSI ratings relate to their popularity.
In the Lower group, the Honda Jazz continues its five-
Honda Jazz (old)
Kia Rio
Toyota Yaris
year run as Number 1. The Jazz’s five-star CSI
score of 89,2 per cent even eclipses its previous high score of 87,6, and it achieved seven
“excellent” and one “above average” ratings
in the eight aspects. However, the model covered by the survey is the previous generation
Jazz: it was replaced in late-2008. In a June ’06
comparative test, CAR said of the 1,5i VTEC,
“Honda’s Jazz ensemble plays a cool tune and
managed to win the majority of preferences
amongst the test team”. (A test of the new
model appears in this February ’09 issue.)
Honda’s service plan for the Jazz presently
covers four years/60 000 km.
Behind the Jazz once again comes the
Toyota Yaris with an improved, five-star
score of 87,0 per cent, up from 85,5. Third
place falls to the Kia Rio with a three-star
84,0, followed by the Fiat Grande Punto
(83,6) and Hyundai Getz (83,1). The high-selling VW Polo models are ranked 7th and 11th
– Classic with 81,1 hatch with 80,8.
Propping-up the list is Peugeot’s nowreplaced 206 with a two-star 76,9 per cent,
with the Opel Corsa Lite (77,0) and now
defunct Seat Ibiza (77,8) just above.
Sub- c
LOWER SUB-COMPACT CARS
VEHICLE QUALITY
Mechanical
Interior
Exterior
Vehicle Make/Model
Problems
Problems
Problems
Honda Jazz (old)
VEHICLE APPEAL
Vehicle Per- Vehicle
Vehicle
formance
Interior
Exterior
Dealer
Service
Ownership Overall CSI
Costs
(%)
89,2%
Toyota Yaris
87,0%
Kia Rio
84,0%
xx
Fiat Grande Punto
x
83,6%
x
Hyundai Getz
83,1%
x
Daihatsu Sirion
x
x
x
Volkswagen Polo Classic
Renault Clio III
Chevrolet Aveo
x
x
x
x
x
x
x
x
x
Citroën C3
Opel Corsa Lite
Peugeot 206
KEY
JDPower reprint.indd 92
x
xx
xx
x
xx
x
x
Excellent
81,1%
x
x
x
x
x
x
x
x
x
x
Above Average
81,0%
80,9%
x
Volkswagen Polo
Seat Ibiza
x
x
82,2%
x
Ford Fiesta (old)
Peugeot 207
Verdict
x
x
xx
x
Average
x
xx
x
xx
x
xx
xx
xx
x
x
x
xx
x
xx
xx
x Below Average
80,9%
80,8%
79,5%
79,0%
77,8%
77,0%
76,9%
xx Poor
4/24/09 9:36:24 AM
EXECUTIVE CARS
SUVs
PICK-UPS
Because of the marque’s quality reputation and reasonable pricing strategy, pointing
prospective buyers to a Honda product remains a no-brainer. The fact that Honda’s
four major models all appear in the CSI’s top 12 individual rankings drives the point
home convincingly – HO
I
n the Upper group, the Honda Civic
saloon maintains its top ranking with a
CSI score of 87,4 per cent that is, however, a drop from last year’s 88,6. The Honda
still managed to earn the only five-star
score in this group. In an April ’06 road test
of the VXi, CAR said it has “… plenty of novelty value and the appeal to suggest it will
be a success.” We also applauded Honda for
“… bringing some fresh thinking to market.”
The Civic has a five years/90 000 km service
plan included in its pricing.
The next six models achieved four-star
ratings, headed by the Mazda3 and Toyota
Auris both with a score of 86,1 per cent, the
BMW 1 Series (85,7), Audi A3 (85,5),
Mercedes-Benz A-Class (85,2) and the nowreplaced Hyundai Elantra (85,0). Toyota’s
previous-generation Corolla and RunX came
next each with 84,0 per cent, heading the
three-star performers. VW’s Jetta and Golf
are a bit further down the list with 83,1 and
82,8, respectively.
The now-replaced Peugeot 307 finished
last in this group with 76,0 per cent, below
the Opel Astra’s 81,4 and Ford Focus’ 81,9.
COMPACT MPVs
Honda Civic
FAST FACTS
Model
Civic 1,8 i-VTEC VXi
Price
R215 900
0-100 km/h
9,39 secs
Top speed
202 km/h
Economy
9,1 l/100 km
Emissions
212 g/km
Luggage
304-928 dm3
CAR test
April ’06
Mazda3
- compact cars
Toyota Auris
UPPER SUB-COMPACT CARS
VEHICLE QUALITY
Vehicle Make/Model
Mechanical
Problems
Interior
Problems
VEHICLE APPEAL
Exterior
Problems
Vehicle Performance
Vehicle
Interior
Vehicle
Exterior
Dealer
Service
Ownership Overall CSI
Costs
(%)
87,4%
Honda Civic saloon
x
Mazda3
Toyota Auris
86,1%
x
86,1%
BMW 1 Series
85,7%
x
Audi A3
85,5%
Mercedes-Benz A-Class
85,2%
Hyundai Elantra (old)
85,0%
x
Toyota Corolla (old)
x
84,0%
Toyota RunX
84,0%
x
Hyundai Accent
x
x
x
Volkswagen Golf
Renault Mégane
xx
xx
Nissan Tiida
Ford Focus
x
Opel Astra
Peugeot 307
JDPower reprint.indd 93
83,4%
x
Volkswagen Jetta
Dodge Caliber
Verdict
x
83,1%
x
x
xx
82,5%
x
xx
x
82,4%
xx
x
x
xx
82,8%
x
xx
xx
82,2%
x
xx
xx
x
81,9%
81,4%
xx
76,0%
4/24/09 9:37:38 AM
JD
BUDGET/LIGHT CARS
SUB-COMPACTS
POWER
owner survey
COMPACT CARS
Compact
CSI
O
ne of the most fiercely contested of
all the market segments, Compact
Cars encapsulates some of the
world’s best automobiles, cars that have
style, panache, image, technology, heritage
all wrapped up in a package that is sensiblysized, practical and – most important of all –
within the means of a large percentage of
the buying public. Although dominated by
the Teutonic Three – Audi A4, BMW 3 Series
and Mercedes-Benz C-Class – other competitors have caught up to help create a sophisticated market segment and more than a
Lexus IS250
FAST FACTS
Model
Price
0-100 km/h
Top speed
Economy
Emissions
Luggage
CAR test
IS250 SE AT
R410 700
9,08 secs
224 km/h
10,0 l/100 km
233 g/km
336 dm3
November ’07
Lexus is now a serious player in South Africa, and the outstanding performance of
the IS250 shows why. It’s encouraging to see that the Honda Accord and MercedesBenz C-Class have also returned high scores, but concerning that BMW’s fun-todrive 3 Series has dropped right to the bottom of the ratings – JB
Mercedes-Benz C-Class (old)
Honda Accord (old)
COMPACT CARS
Vehicle Make/Model
VEHICLE QUALITY
Mechanical
Interior
Exterior
Problems
Problems
Problems
VEHICLE APPEAL
Vehicle Per- Vehicle
Vehicle
formance
Interior
Exterior
Dealer
Service
Lexus IS250
Honda Accord (old)
Mercedes-Benz C-Class
(old)
Mercedes-Benz C-Class
(new)
Volvo S40
Ownership Overall CSI
Costs
(%)
89,8%
88,8%
87,5%
x
x
x
Toyota Avensis
86,4%
85,8%
x
x
Jaguar X-Type
xx
85,7%
x
85,6%
Audi A4 (old)
85,5%
xx
Mazda6 (old)
BMW 3 Series
JDPower reprint.indd 94
Verdict
x
x
x
x
x
x
84,8%
x
x
83,7%
4/24/09 9:38:36 AM
t
EXECUTIVE CARS
SUVs
COMPACT MPVs
PICK-UPS
cars
healthy dose of brand loyalty – and rivalry.
And comparing this year’s results with last
year’s, the change in rankings – and there
are some real surprises – shows just how
tenuous a market lead can be…
As before, just six percentage points
cover first to last of the 10 cars that appear
in the rankings, and again this rates as the
highest quality category in the whole J D
Power CSI study. The top three all received
five-star ratings, led, for the first time, by
the Lexus IS250 with “excellent” ratings in
three of the eight aspects helping realise a
CSI score of 89,8 per cent – the highest ever
recorded by any vehicle since the study
began, and symbolic of the quality reputation Lexus has achieved world wide. The
IS250 does appear expensive, but its
standard features list is full-house, and in
CAR’s November ’07 road test of the rangetopping SE auto, we liked “… the unique
classy styling, the revvy and smooth V6
engine, and its dynamic abilities”. Lexus
includes a four years/100 000 km maintenance plan in its pricing.
Second in the rankings is the previous-
generation Honda Accord with 88,8 per cent.
Third is the previous-generation MercedesBenz C-Class with 87,5, which beat its successor into fourth place, the new C scoring a
four-star 86,4. Last year’s winner, the Toyota
Avensis, dropped to sixth with 85,7 (from
87,0). But the shocker in this group is seeing
the BMW 3 Series at the bottom of the list
with “below average” ratings in six of the
eight aspects, even though its three-star
83,7 score betters last year’s third-from-last
82,0, which just goes to show how high the
standards are in this category.
Executive cars
The E-Class is due for replacement
soon and the current generation isn’t
renowned for class-leading build quality, but the five-star rating is a tribute to
running improvements and progress in
dealer after-sales service – GD
FAST FACTS
Model
Mercedes E200K
Price
R393 000
0-100 km/h
11,68 secs (est)
Top speed
221 km/h (est)
Economy 10,91 l/100 km (est)
Emissions
254 g/km (est)
Luggage
360-908 dm3
CAR test
–
J
ust two cars received enough responses
to qualify for ranking in this category,
the Mercedes-Benz E-Class and the
BMW 5 Series. Both earned five-star ratings,
the Mercedes with a CSI score of 87,0 per cent
and the BMW a decimal place behind with
86,9, so there would appear to be nothing
between them. The aspect ratings make for
interesting reading though, the E-Class earning
an “average” in all of them whereas the
5 Series bettered that with two ratings “
above average” – it is the weighting of the
individual components that makes the difference to the percentage score.
Mercedes-Benz includes a six years/120 000 km
maintenance plan in its pricing, whereas BMW’s
plan covers five years/100 000 km.
Mercedes-Benz E-Class
BMW 5 Series
EXECUTIVE CAR
Vehicle Make/Model
VEHICLE QUALITY
Mechanical
Interior
Exterior
Problems
Problems
Problems
VEHICLE APPEAL
Vehicle Per- Vehicle
Vehicle
formance
Interior
Exterior
Mercedes-Benz E-Class
Dealer
Service
Ownership Overall CSI
Costs
(%)
87,0%
BMW 5 Series
KEY
JDPower reprint.indd 95
Verdict
86,9%
Excellent
Above Average
Average
x Below Average
xx Poor
4/24/09 9:39:21 AM
JD
BUDGET/LIGHT CARS
SUB-COMPACTS
COMPACT CARS
POWER
owner survey
CSI
SUVs
FAST FACTS
Model
Price
0-100 km/h
Top speed
Economy
Emissions
Luggage
CAR test
Honda CR-V
S
port-utility vehicles may well be
coming under the environmentalist’s cross-hairs in many parts of
Europe and America, but in countries such
as South Africa they make a far better argument for their existence simply by virtue of
the surroundings in which they operate and
the lifestyles of the people who own them.
Yes, a percentage never do venture offroad, but there is far more to outdoor living
than trying to emulate Dr Livingstone and
go where no man has gone before… SUVs
account for a large number of vehicle sales,
and certainly the diversity in size, shape
The previous CR-V was impressive and it was always suspected
that this latest incarnation would
be better. Honda continues to
deliver good quality products and
service, and this five-star score is
proof of that – KL
and complexity of the vehicles on offer
makes it a tough category from which to
choose, so it is split into three groups,
namely Compact, Medium and Luxury.
Amongst the Compacts, the Honda CR-V
held on to the position its predecessor
achieved last year with a table-topping fivestar CSI score of 87,4 per cent, raising the
bar from a four-star 85,9 in the process. CAR
has tested both petrol and diesel versions of
the CR-V, and of the latter, published in
February ’08, we said “In CTDi form,
Honda’s soft-roader is the real business: satisfying to drive, economical, and a practical
family vehicle all at the same time”. CR-Vs
come with a five years/90 000 km service
plan included in their pricing.
Due to a sampling irregularity last year,
this group’s perennial leader, the Subaru
Forester, was not ranked but the recentlyreplaced model re-emerges this time around
CR-V 2,2i-CTDi
R352 500
10,23 secs
184 km/h
8,0 l/100 km
210 g/km
336-1 320 dm3
February ’08
with a four-star 86,2 per cent, which places it
second out of 12 in the rankings. Rounding
out the top three is the Land Rover
Freelander 2 with a three-star 84,2, just edging out Toyota’s RAV4 with 84,1.
At the bottom of the list we find the
Mahindra Scorpio Wagon with all eight of
the aspects rated as “poor” and consequently achieving a one-star 72,1 per cent
score, which is a substantial 7,2 per cent
less than the next highest on the list, the
Chevrolet Captiva (79,3).
Subaru Forester (old)
COMPACT SUVs
Vehicle Make/Model
VEHICLE QUALITY
Mechanical
Interior
Exterior
Problems
Problems
Problems
VEHICLE APPEAL
Vehicle Per- Vehicle
Vehicle
formance
Interior
Exterior
Dealer
Service
Honda CR-V
Ownership Overall CSI
Costs
(%)
87,4%
x
Subaru Forester (old)
86,2%
x
Land Rover Freelander 2
84,2%
Toyota RAV4
Hyundai Santa Fe
84,1%
x
x
x
x
x
Kia Sportage
x
x
Daihatsu Terios
x
Hyundai Tucson
Nissan X-Trail (old)
Mitsubishi Outlander
Chevrolet Captiva
Mahindra Scorpio Wagon
JDPower reprint.indd 96
Verdict
x
xx
xx
xx
xx
xx
x
x
xx
x
x
xx
x
xx
xx
82,8%
81,4%
81,2%
x
x
x
x
xx
81,2%
80,8%
80,3%
79,3%
72,1%
4/24/09 9:41:21 AM
EXECUTIVE CARS
SUVs
M
oving up in size and capability, the
Medium group is another to have a
new leader: in this case, the BMW
X3, which tops the latest list with a four-star
CSI score of 85,9 per cent, all but the same as
last year’s 85,4 that placed it second behind
the Toyota Land Cruiser Prado, which this year
drops down to third with 85,5. In between is
the previous-generation Mitsubishi Pajero
with 85,7 – showing that just 0,4 percentage
points cover the top three. The current Pajero
comes in fourth with 83,9.
Six models make up the X3 range, which
has recently changed its nomenclature to fall
in line with that of its big-brother X6, so now
carries an xDrive-something tag, the “something” relating to the engine size and type. The
last time CAR tested an X3 – a 2,0d – was back
in July ’05, and the model has undergone
some changes since then, but the ride and
handling remain top notch and the X3 does
COMPACT MPVs
PICK-UPS
have a certain snob appeal to go with its quality
status. BMWs carry a five years/100 000 km
maintenance plan as standard.
Alas for Jeep, the (old) Cherokee and
Grand Cherokee remain at the bottom of this
group with 76,1 and 78,3 per cent, respectively, both of which, however, showing an
improvement over the previous 73,4 and 77,4.
BMW’s X3 is a popular buy in
this segment and seemingly with
good cause. It is another model
from the Bavarian company that
underlines its ability to produce
good products in almost every
segment – SM
Mitsubishi Pajero
BMW X3
FAST FACTS
Model
X3 xDrive20d
Price
R405 000
0-100 km/h
11,7 secs (est)
Top speed
200 km/h (est)
Economy
8,4 l/100 km (est)
Emissions
220 g/km (est)
Luggage
344-1 232 dm3
CAR test
–
MEDIUM SUVs
Vehicle Make/Model
VEHICLE QUALITY
Mechanical
Interior
Exterior
Problems
Problems
Problems
VEHICLE APPEAL
Vehicle Per- Vehicle
Vehicle
formance
Interior
Exterior
Dealer
Service
BMW X3
Ownership Overall CSI
Costs
(%)
85,9%
Mitsubishi Pajero (‘06)
85,7%
x
Toyota Land Cruiser Prado
x
Mitsubishi Pajero (‘07)
Kia Sorento
Jeep Grand Cherokee
Jeep Cherokee (old)
KEY
JDPower reprint.indd 97
85,5%
83,9%
x
x
x
Toyota Fortuner
Ford Territory
Verdict
xx
xx
xx
xx
Excellent
xx
x
x
xx
Above Average
x
82,4%
x
x
xx
Average
x
xx
81,7%
xx
x
x
xx
xx
xx
x Below Average
78,3%
78,3%
76,1%
xx Poor
4/24/09 9:42:27 AM
JD
BUDGET/LIGHT CARS
SUB-COMPACTS
COMPACT CARS
POWER
owner survey
CSI
Customers with this sort of money demand
high levels of satisfaction and the top three
in this group seem to provide the necessary
with very little to choose between them.
With the Discovery’s quality levels clearly
on the up, it becomes a serious contender
for the Germans – PP
FAST FACTS
Model
Mercedes ML320 CDI
Price
R650 000
0-100 km/h
8,88 secs
Top speed
214 km/h
Economy
11,5 l/100 km
Emissions
301 g/km
Luggage
344-1 420 dm3
CAR test
February ’09
Mercedes-Benz ML-Class
C
omprising the third group in
this category are the Luxury
SUVs, the go-anywhere
machines that are equipped to conquer
the world. As with the Mediums, there
is hardly anything – just 0,9 percentage
points – separating the three models
that are ranked. In fact, there is only
0,1 between the top two…
Leading the pack is the MercedesBenz ML-Class with a five-star CSI score
of 86,9 per cent, taking the Number 1
spot from the BMW X5 (86,8), which is a
turnaround of last year’s rankings. The
Land Rover Discovery 3 remains in third
BMW X5
place with a four-star 86,0, but all three
have improved on their previous scores.
The Disco recorded the only aspect
rating amongst the three that was
“below average”, but this should be
seen against none of them earning an
“excellent” rating.
The four-strong ML model line-up has
just received a minor facelift, and a road
test of the latest ML320 CDI turbodiesel
appears in this February ’09 issue of
CAR. All Mercedes-Benz models have a
six years/120 000 maintenance plan
included in their pricing.
LUXURY SUVs
Vehicle Make/Model
VEHICLE QUALITY
Mechanical
Interior
Exterior
Problems
Problems
Problems
Mercedes-Benz ML-Class
BMW X5
Land Rover Discovery 3
JDPower reprint.indd 98
VEHICLE APPEAL
Vehicle Per- Vehicle
Vehicle
formance
Interior
Exterior
Dealer
Service
Ownership Overall CSI
Costs
(%)
86,9%
Verdict
86,8%
x
86,0%
4/24/09 9:43:45 AM
EXECUTIVE CARS
SUVs
COMPACT MPVs
PICK-UPS
Compact MPVs
Another Honda product with a sterling
CSI score. The Avanza’s two-star rating will be a disappointment to Toyota,
whose other products fared much better.
Evidently the recipient of CAR’s 2007 Top
12 Best Buy Compact MPV/SW flattered
to deceive… – MF
D
espite their title, multi-purpose vehicles have lost out a little to SUVs as
the transport mode of choice for the
“bigger is better – and safer” way of thinking that exists amongst many South African
motorists who need a vehicle that offers
more than a few seats and a luggage hold.
Truth is, MPVs are capable enough of fulfilling the versatile duties carried out by many
SUVs and can be cheaper to run. Bigger
than a hatch or station wagon, but not as
cumbersome to drive and park as an SUV,
modern MPVs offer a lot of ingenuity in
their design.
Again heading the list of Compacts is the
Honda FR-V with a four-star CSI score of
86,4 per cent, a rise of 0,4 per cent over last
year and showing no less than five ratings
of “excellent” from the eight aspects. The
FR-V’s six-seater configuration – two rows of
three – is a bit different from the norm, but
is nevertheless extremely practical in its
execution. In a four-MPV comparative test
published in July ’07 in which CAR enlisted
the help of some typical owner moms and
their kids, numerous favourable comments
were made about the FR-V including its
slightly sporty ride, fuel economy and abundance of storage space. The 1,8-litre FR-V is
offered with either a manual or automatic
transmission, and a five years/90 000 km
service plan is included in the price.
Making up the top three are the Toyota
Corolla Verso with a score of 85,9 per cent,
closely followed by the Mercedes-Benz
B-Class with 85,8, both also achieving a
four-star rating.
At the other end of the nine-strong list is
the Toyota Avanza with a two-star 78,3 per
cent and four of the eight aspects having a
“poor” rating.
FAST FACTS
Model
Price
0-100 km/h
Top speed
Economy
Emissions
Luggage
CAR test
FR-V
R225 500
11,18 secs
190 km/h
10,0 l/100 km
232 g/km
336-1 350 dm3
July ’07
Honda FR-V
Toyota Corolla Verso
Mercedes-Benz B-Class
COMPACT MPVs
Vehicle Make/Model
VEHICLE QUALITY
Mechanical
Interior
Exterior
Problems
Problems
Problems
VEHICLE APPEAL
Vehicle Per- Vehicle
Vehicle
formance
Interior
Exterior
Dealer
Service
Honda FR-V
Ownership Overall CSI
Costs
(%)
86,4%
Toyota Corolla Verso
85,9%
Mercedes-Benz B-Class
85,8%
x
Opel Zafira
83,1%
x
Renault Scénic
x
x
x
x
Volkswagen Touran
Mazda5
xx
Volkswagen Caddy
Toyota Avanza
KEY
JDPower reprint.indd 99
Verdict
x
xx
Excellent
xx
Above Average
xx
Average
82,3%
82,0%
81,2%
x
xx
81,0%
78,3%
x Below Average
xx Poor
4/24/09 9:44:41 AM
JD
BUDGET/LIGHT CARS
SUB-COMPACTS
COMPACT CARS
POWER
owner survey
CSI
Pick-ups
Fiat Strada
Nissan 1400
FAST FACTS
Model
Corsa 1,7 DTI Sport
Price
R161 760
0-100 km/h
15,09 secs
Top speed
163 km/h
Economy
7,1 l/100 km
Emissions
186 g/km
CAR test
October ’04
Opel Corsa Utility
L
Despite the large contingent of
cheaper alternatives from the
East in this segment, it’s no real
surprise that the Opel Corsa
Utility retains its place at the
top of this group with its superior quality offered right from
the base model, and more than
generous payload – KK
ight commercial vehicles is an area of
the local market that has been subjected to the recent spate of cheap
imports from India and China. Three examples make it into this year’s JD Power CSI
study, which is split into two groups,
Compact and One-ton.
Amongst the Compacts, five models
make up the list with the Opel Corsa Utility
continuing to set the standard for what have
been previously known as half-tonners. By
having a payload way in excess of 500 kg,
the Corsa Ute actually brought about the
change in the group’s generic title, and the
payload advantage is being copied by rival
makes. The high-selling Corsa Ute’s table-
topping CSI score is a two-star 78,1 per
cent, with none of the eight aspects rated at
less than “average”.The Fiat Strada has
risen from last year’s third place to second
with 75,9, followed by the now discontinued
Nissan 1400 (one-star 74,1) and Ford
Bantam (73,1). At the bottom of the list is
the tiny Chana Star, which achieved 63,0 per
cent – and a “poor” rating in every one of
the eight aspects.
CAR tested the turbodiesel Corsa Ute in
October ’04 and we said “Space inside and
out is substantial, and the drive rewarding”.
Three engine derivatives are offered, each
with three trim levels.
COMPACT PICK-UP
VEHICLE QUALITY
Vehicle Make/Model
Mechanical
Problems
Interior
Problems
VEHICLE APPEAL
Exterior
Problems
Vehicle Performance
Vehicle
Interior
Vehicle
Exterior
Dealer
Service
Ownership Overall CSI
Costs
(%)
78,1%
Opel Corsa Utility
x
Fiat Strada
x
Nissan 1400
Ford Bantam
Chana Star
KEY
JDPower reprint.indd 100
Verdict
x
xx
xx
Excellent
x
x
xx
x
x
xx
Above Average
x
xx
Average
xx
x
xx
75,9%
74,1%
73,1%
xx
xx
x Below Average
63,0%
xx Poor
4/24/09 9:45:46 AM
EXECUTIVE CARS
SUVs
COMPACT MPVs
PICK-UPS
Recently beefed-up to
give the front end a more
aggressive appearance,
the Hilux remains at the
top of the mound thanks
mainly to its comfort and
refinement levels. Both the
Isuzu and the Nissan prove
to be worthy rivals – IM
FAST FACTS
Model
Hilux 3,0 D-4D DC
Price
R325 400
0-100 km/h
12,91 secs
Top speed
171 km/h
Economy
10,6 l/100 km
Emissions
278 g/km
CAR test
August ’05
Isuzu KB
Toyota Hilux
Nissan Navara
T
he One-tonner survey list has
increased by one to 10 models, and
it is no surprise to see the “biltong
bakkie” Toyota Hilux continuing its reign at
the top, this year with a three-star CSI score
of 83,1 per cent, up from 80,5. Four of the
aspect ratings were “excellent” the other
four “above average”. It is comfortably
ahead of the Isuzu KB range with its twostar 78,9, and the Nissan Navara with 78,3.
CAR tested the Hilux turbodiesel doublecab in August ’05 and commented
“Toyota’s aim was to make the (new) Hilux
more people-friendly without compromising on ruggedness… (and) our first
acquaintance suggests that all the aims
have been achieved. The under-the-skin
solidity is still there.”
Languishing at the bottom of the list is,
once more, the Tata Telcoline, with a
depressingly low one-star 59,4 per cent
and every one of the eight aspects rated
as “poor”.The GWM Cargo was similarly
rated as “poor” in every aspect, but at least
managed a score of 71,7 that does carry
some degree of respectability when compared with the models ranked higher.
Overall though, it can be seen that the
latest pick-ups are steadily improving
their quality standards.
ONE-TON PICK-UP
VEHICLE QUALITY
Vehicle Make/Model
Mechanical
Problems
Interior
Problems
VEHICLE APPEAL
Exterior
Problems
Vehicle Performance
Vehicle
Interior
Vehicle
Exterior
Dealer
Service
Ownership Overall CSI
Costs
(%)
Toyota Hilux
83,1%
Isuzu KB
78,9%
Nissan Navara
Toyota Land Cruiser 70
Pick-up
Ford Ranger (old)
78,3%
Mitsubishi Colt
x
x
x
Mazda Drifter
GWM Cargo
Tata Telcoline
JDPower reprint.indd 101
x
x
Nissan Hardbody
x
xx
xx
x
xx
xx
x
xx
xx
x
xx
xx
xx
xx
xx
xx
xx
xx
xx
x
x
x
xx
xx
xx
Verdict
77,5%
77,3%
76,8%
75,9%
75,7%
71,7%
59,4%
4/24/09 9:46:51 AM
2 8 2 0
JD
BUDGET/LIGHT CARS
POWER
owner survey
CSI
first time
L
ast year Lexus did not feature in the
J D Power and Associates Customer
Satisfaction Index study by virtue of
inadequate sample size. This year Lexus
appears and makes an immediate impact by
entering right at the top of both the make
and model league tables. The best-selling
IS250 tops the League Table By Model with
an impressive CSI score 89,8 per cent.
Honda models dominate the top 10, with
the Jazz second with 89,2 per cent, the (old)
Accord third with 88,8, and the (old) Civic
saloon and (new) CR-V sharing fifth place
with 87,4. Mercedes-Benz ranked fourth,
equal-seventh and equal-ninth with the (old)
C-Class (87,5), E-Class (87,0) and ML-Class
(86,9), respectively. Joining this elite bunch is
the Toyota Yaris in equal-seventh place (87,0)
and BMW 5 Series in equal-ninth (86,9).
In the League Table By Make, Lexus is at
the top of the list with an overall CSI score
of 89,6 per cent. Former Number 1 Honda
dropped to second, but the company’s score
is based on the performance of more individual models than Lexus, so its score of
87,9 is extremely praiseworthy. Volvo has
moved from fifth to third with 86,4, followed
by Mercedes-Benz (86,0) and Subaru (85,5).
The total industry average is 80,7 per cent
– up from last year’s 79,5 – and half of the
29 makes listed bettered this, compared
with only 10 of last year’s 23. Notable rankings in the bottom-half include Volkswagen
(17th with a score of 79,4), Opel (21st with
78,3), Nissan (22nd with 78,1) and Ford
(equal-25th with Fiat on 77,2). The two Indian
manufacturers prop up the table: Tata in last
place with 67,2 per cent, and Mahindra just
above with 68,5.
JD POWER league table by make
1
2
3
4
5
6
7
8
9
10
Note:
COMPACT CARS
JD POWER league table by model
Right
Rank Make
SUB-COMPACTS
Overall CSI %
Rank Model
1
2
3
4
5=
5=
7=
7=
9=
9=
11
12 =
12 =
14
15 =
15 =
17
18 =
18 =
20 =
20 =
22 =
22 =
22 =
25
26 =
26 =
26 =
29
30
31
32
33
34 =
34 =
34 =
37
38
39
40
41
42 =
42 =
42 =
42 =
46 =
46 =
48
49 =
49 =
51
Lexus IS
Honda Jazz (old)
Honda Accord (old)
Mercedes C-Class (old)
Honda Civic saloon
Honda CR-V
Mercedes-Benz E-Class
Toyota Yaris
BMW 5 Series
Mercedes-Benz ML-Class
BMW X5
Honda FR-V
Mercedes C-Class (new)
Subaru Forester (old)
Mazda3
Toyota Auris
Land Rover Discovery 3
BMW X3
Toyota Corolla Verso
Mercedes-Benz B-Class
Volvo S40
BMW 1 Series
Mitsubishi Pajero (‘06)
Toyota Avensis
Jaguar X-Type
Audi A3
Audi A4 (old)
Toyota Land Cruiser Prado
Mercedes-Benz A-Class
Hyundai Elantra (old)
Mazda6 (old)
Land Rover Freelander 2
Toyota RAV4
Kia Rio
Toyota Corolla (old)
Toyota RunX
Mitsubishi Pajero (‘07)
BMW 3 Series
Fiat Grande Punto
Hyundai Atoz
Hyundai Accent
Hyundai Getz
Opel Zafira
Toyota Hilux
Volkswagen Jetta
Hyundai Santa Fe
Volkswagen Golf
Dodge Caliber
Kia Sorento
Renault Mégane
Renault Scénic
Rank Make
Overall
CSI %
89,8%
89,2%
88,8%
87,5%
87,4%
87,4%
87,0%
87,0%
86,9%
86,9%
86,8%
86,4%
86,4%
86,2%
86,1%
86,1%
86,0%
85,9%
85,9%
85,8%
85,8%
85,7%
85,7%
85,7%
85,6%
85,5%
85,5%
85,5%
85,2%
85,0%
84,8%
84,2%
84,1%
84,0%
84,0%
84,0%
83,9%
83,7%
83,6%
83,5%
83,4%
83,1%
83,1%
83,1%
83,1%
82,8%
82,8%
82,5%
82,4%
82,4%
82,3%
Verdict
Overall CSI %
Overall
CSI %
Daihatsu Sirion
82,2%
Nissan Tiida
82,2%
Volkswagen Touran
82,0%
Ford Focus
81,9%
Toyota Fortuner
81,7%
Chevrolet Spark
81,5%
Kia Sportage
81,4%
Opel Astra
81,4%
Daihatsu Terios
81,2%
Hyundai Tucson
81,2%
Mazda5
81,2%
Volkswagen Polo Classic 81,1%
Renault Clio III
81,0%
Volkswagen Caddy
81,0%
Chevrolet Aveo
80,9%
Ford Fiesta (old)
80,9%
Nissan X-Trail (old)
80,8%
Volkswagen Polo
80,8%
Mitsubishi Outlander
80,3%
Ford Ka
79,6%
Kia Picanto
79,6%
Citroën C3
79,5%
Chevrolet Captiva
79,3%
Peugeot 207
79,0%
Isuzu KB
78,9%
Ford Territory
78,3%
Jeep Grand Cherokee 78,3%
Nissan Navara
78,3%
Toyota Avanza
78,3%
Opel Corsa Utility
78,1%
Seat Ibiza
77,8%
Toyota Land Cruiser 70 77,5%
Pick-up
Ford Ranger (old)
77,3%
Opel Corsa Lite
77,0%
Peugeot 206
76,9%
Mitsubishi Colt
76,8%
Jeep Cherokee (old)
76,1%
Peugeot 307
76,0%
Fiat Strada
75,9%
Nissan Hardbody
75,9%
Mazda Drifter
75,7%
Volkswagen Citi
74,9%
Nissan 1400
74,1%
Fiat Palio
73,1%
Ford Bantam
73,1%
Mahindra Scorpio Wagon 72,1%
GWM Cargo
71,7%
Tata Indica
71,1%
Chana Star
63,0%
Tata Telcoline
59,4%
Rank Model
52 =
52 =
54
55
56
57
58 =
58 =
60 =
60 =
60 =
63
64 =
64 =
66 =
66 =
68 =
68 =
70
71 =
71 =
73
74
75
76
77 =
77 =
77 =
77 =
81
82
83
84
85
86
87
88
89
90 =
90 =
92
93
94
95 =
95 =
97
98
99
100
101
Rank Make
Lexus
89,6%
11
Daihatsu
82,2%
20
Peugeot
Honda
87,9%
12
Renault
81,8%
21
Opel
Volvo
86,4%
13
Chevrolet
81,7%
22
Nissan
Mercedes-Benz
86,0%
14
Mazda
81,6%
23
Kia
Subaru
85,5%
15
Dodge
81,3%
24
Jeep
Audi
85,4%
Total Industry
80,7%
25 = Fiat
BMW
84,7%
16
Citroën
79,9%
25 = Ford
Toyota
83,9%
17
Volkswagen
79,4%
27
GWM
Hyundai
82,4%
18 = Isuzu
78,9%
28
Mahindra
Land Rover
82,3%
18 = Mitsubishi
78,9%
29
Tata
Not ranked due to inadequate sample size are Chana, Chrysler, Jaguar, Mini, Porsche, Proton, Seat and SsangYong.
JDPower reprint.indd 102
Verdict
Overall CSI %
78,5%
78,3%
78,1%
78,0%
77,3%
77,2%
77,2%
71,5%
68,5%
67,2%
4/24/09 9:47:44 AM
2 8 2 0 9 Ho n d a J a z z CAR. p d f
Executive cars
JDPower reprint.indd 103
Pa ge
1
1 0 / 2 2 / 0 8 ,
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2 : 0 8
PM
compact mpvs
pick-ups
4/24/09 9:49:36 AM
2 9 1 4 2 Ho n d a J D_ P o we r A. p d f
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4/24/09 9:51:00 AM