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© 2015 J.D. Power and Associates, McGraw Hill Financial. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use.

Technology Driving Collaboration

October 19, 2015Renee Stephens│ [email protected] │ 248.680.6419Vice President, U.S. Auto Quality

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Year / Project / Study Name

© 2015 J.D. Power and Associates, McGraw Hill Financial. All Rights Reserved. CONFIDENTIAL AND PROPRIETARY—For Internal Use.

2015 Southern Automotive Conference

Voice of the Customer across entire ownership experience

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Rate of Technology Change

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Quality Improvement In The US Market

Source: J.D. Power 1987 through 2014 U.S. Initial Quality Study (IQS)

IQS Over the Last 10 YearsReported Problems

Overall Vehicle Problems

Reported Problems by Vehicle Category

Interior Problems

Feature / Control / Display Problems

Ride and Handling Problems

Exterior Problems

Tire Problems

HVAC Problems

Engine / Transmission Problems

Seat Problems

Multimedia Problems

Navigation System Problems

Increased ComplexityDesign Issues: Soft “Inadequacies”

Usability has Taken on Greater Importance

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Soft Quality Inequality

Source: J.D. Power 1987 through 2014 U.S. Initial Quality Study (IQS)

Quality gap between best and worst models

334

220

80 78123

1987 1997 2008 2012 2015

Quality as a Differentiator Quality as a Given

Prob

lems Per 1

00 Veh

icles (PP1

00)

2013 Redesign of Initial Quality

Study

Added Usability and New

Technologies

Consumer Define Quality

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Powertrain Selection

Small Storage

Media Ports

Complexity of Driving

Add in the Complexity of Connected Services

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Top technologies consumer have but “never use”

43%38%

35%33%32%

31%30%29%29%28%

27%26%

25%24%

22%20%

In‐vehicle concierge services

In‐vehicle mobile router

Automatic parking system*

Head‐up display

Built‐in apps

Rear seat entertainment system*

Smartphone to vehicle functions

Apple CarPlay*

Android Auto

In‐vehicle voice texting

Service/status alerts and messages

Massaging seats#

Voice recognition system

Low‐speed collision avoidance system

Smartphone navigation vehicle interface

Adaptive cruise control

Technologies Consumers State Are Never Used ‐ Industry

Note: * indicates small sample size ( 29 < n < 100 )# indicates insufficient sample size ( n < 30 ) Q: For each of the features and functions below, please indicate how frequently you use that feature or function when driving

your vehicle.Source: J.D. Power 2015 DrIVE 1st Gear Study

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No longer want feature – Did not see value

Built–in Apps Fuel Economy Indicator

In‐Vehicle Voice Texting

48% 44% 41%

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Outreach needed to female buyers on Entertainment/Connectivity features

18% 24%

Male Female

Built‐in Apps

9% 12%

Male Female

In‐Vehicle Phone Dialing

10% 14%

Male Female

In‐Vehicle Access to Phone Contacts

19% 25%

Male Female

Smartphone to Vehicle Functions

21% 30%

Male Female

Vehicle Health Diagnostics

17%28%

Male Female

In‐Vehicle Mobile Router

7%13%

Male Female

Voice Recognition System

10%17%

Male Female

Multi‐Media Controls

14% 18%

Male Female

In‐Vehicle Concierge Services

Percent Do Not Know They Have the Feature

Q: Which of the following features do you currently have on your [MAKE AND MODEL], regardless of whether or not you use the feature?

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Consumer Shift Toward Collision Protection Technologies

• In-vehicle experience• Driver distraction• Value add benefit• Cost (in a world of “free”)

• Occupant and vehicle safety• Ready for “help” • Long term benefits• Enabler

Source: J.D. Power 2015 U.S. Tech Choice Study and 2015 U.S. DrIVE 1st Gear Study

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Semi‐Autonomous Features Pave Path for Success

As consumers are becoming more aware of semi‐autonomous features or even experiencing firsthand their benefits, these driver‐assist features are gaining consumer trust and paving the way for acceptance of fully autonomous vehicles

Interest in Autonomous Driving Mode at $3,000 20% 21% 24%Consumer Sentiment EXCITEMENT ASSURANCE CONFIDENCE

Source: J.D. Power 2014 U.S. Emerging Technologies StudySM

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Strong Acceptance of Techs that Reduce Driving Burden

Entertainment & Connectivity Comfort & Convenience Collision Protection

Driving Assistance Navigation Energy Efficiency

40%

33%

30%

30%

25%

Blind Spot Detection andPrevention

Night Vision

Enhanced Collision MitigationSystem

Camera Rear‐View Mirror

Self‐Healing Paint

2015 Most Frequently Selected as Most Preferred

Building blocks to fully autonomous

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Evolution of Consumer Quality PyramidTrust Issues Arise

Traditional Quality Consumer Quality

Design Quality

Consumer Behavior

Source: J.D. Power 1987 through 2015 U.S. Initial Quality Study (IQS) and 2015 U.S. DrIVE 1st Gear Study

Broken / Not

Working

Difficult to Use / Understand

Trust and Relationship Building

Evolution of Consumer Quality

Comfort level: accuracy, vehicle behavior matches

expectation, communication language, no surprises

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Thank You

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