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December 11, 2008

This Week:

• 5.2 FSI Quattro, A Sports Car With Breathtaking Performance

• Nissan NV200 Concept Brings "Human Touch" And Personalization To The Small Commercial Van Segment

• New Ontario Toyota Plant Starts Production

• CO2-Free To The UN Climate Change Conference In Poznan, Poland

• Top Safety Pick 2009 For The Mercedes-Benz C-Class

• Change at the head of the Renault Board of Directors

• Toyota Announces Prices For 2009 Highlander Equipped With New Four-Cylinder Engine

• AUDI Reports Stable Worldwide Sales In November

• J.D. Power and Associates Reports: Honda Ranks Highest in New-Vehicle Buyer Retention

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The study finds that, among retained customers, the importance of safety, fuel economy and deals/incentives have increased as reasons for repurchasing, compared with 2007. Among conquest customers -- those owners whose new vehicle replaced a vehicle of a different brand -- fuel economy, ownership/maintenance costs and deals/incentives have the greatest increases in importance since 2007 in their decisions to change brands.

"In 2008, new-vehicle buyers have become increasingly concerned with monetary factors when deciding whether to repurchase a vehicle brand -- a reflection of current economic conditions," said Ortuno. "Manufacturers with vehicle lineups that adequately address these concerns will be poised to retain a greater share of customers and to win conquests."

Customer retention will become even more critical to automakers in the coming year, as new light-vehicle sales in 2009 are projected to decline to below 12 million units.

"Educating potential buyers about models that have good fuel economy and low ownership costs will help manufacturers retain their customer base and attract new customers, particularly for those brands that may be curtailing new-model introductions and redesigns, which traditionally generate customer interest," said Ortuno.

The 2008 Customer Retention Study is based on responses from 147,238 new-vehicle buyers and lessees, of which 88,971 replaced a vehicle that was previously acquired new. The study was fielded between November 2007 and May 2008.

  2008 Make Retention Rates

•   Honda                 64.7%

•   Toyota                63.2%

•   Lexus                  60.4%

•   Mercedes-Benz     58.6%

•   BMW                   58.5%

•   Ford                    52.5%

•   Chevrolet             52.0%

•   Nissan                 51.3%

•   Subaru                50.5%

•   Cadillac               50.4%

•   Land Rover           49.0%

•   Industry Average   48.0%

•   Scion                  47.2%

•   Hyundai               46.7%

•   HUMMER              43.7%

•   Jeep                   42.8%

•   Suzuki                 40.7%

•   GMC                   40.6%

•   Lincoln                40.6%

•   Dodge                 39.7%

•   Volkswagen          39.7%

•   Porsche               38.2%

•   Infiniti                 37.9%

•   Audi                    37.2%

•   Saturn                37.1%

•   Acura                 37.0%

•   Chrysler              32.8%

•   Kia                     32.5%

•   Volvo                 32.5%

•   Buick                 31.3%

•   Mazda                30.7%

•   SAAB                 30.5%

•   Mercury              30.2%

•   MINI                  29.3%

•   Mitsubishi            28.1%

•   Pontiac               27.2%

•   Jaguar                26.2%

Base: The percentage of customers who replaced a vehicle previously purchased new and acquired a new vehicle of the same make.

(Dec. 10, 2008)