Mazda Ranks Highest in Vehicle Dependability in Inaugural Germany Study

By J.D. Power in Association with AUTO TEST

Technology among Top Problems for Vehicle Owners

MUNICH: 16 September 2015 — Mazda ranks highest in vehicle dependability among all nameplates in
Germany, according to the J.D. Power 2015 Germany Vehicle Dependability StudySM (VDS) released today in
association with AUTO TEST.

The study measures problems experienced during the past 12 months by original owners of vehicles in
Germany after 12-36 months of ownership. The study examines 177 problem symptoms across eight
categories: engine and transmission; vehicle exterior; driving experience; features/controls/displays;
audio/communication/entertainment/navigation (ACEN); seats; heating, ventilation and cooling (HVAC);
and vehicle interior. Overall dependability is determined by the number of problems experienced per 100
vehicles (PP100), with a lower score reflecting higher quality.

Mazda ranks highest with a score of 87 PP100. Mitsubishi ranks second with 90 PP100, followed by Škoda
with 93 PP100; Dacia with 96 PP100; and Toyota with 98 PP100. The overall industry average is 129
PP100. Porsche, which ranks ninth (106 PP100), and Volvo, which ranks 11th (112 PP100), are the only
premium brands to rank above industry average.

Three of the top five problems in the industry are related to technology in the ACEN category. The most
frequently reported ACEN problem is the navigation system being inaccurate, followed by built-in
Bluetooth mobile phone/device frequent pairing/connectivity issues and poor or no radio reception.

“As we’ve seen in studies in the UK, the United States and other markets, vehicle owners’ expectations of
advanced technology capabilities are growing,” said Dr. Axel Sprenger, senior director of European
automotive operations at J.D. Power. “When they have a problem with the technology—and the
definition of dependability is increasingly influenced by usability—owners are disappointed.”

Highest-Ranked Models
Škoda has two models (Fabia and Superb) that receive segment awards. BMW (X1), Mazda (MAZDA3) and
Volkswagen (Up!) each receive one award.

KEY FINDINGS

 Volume brands fare better than premium for dependability; the overall average score among
premium nameplates is 147 PP100, which is 26 PP100 more than the volume average of 121
PP100.
 Overall, the most frequently reported problems are in the exterior category (22.2 PP100), followed
by interior (20.7 PP100) and features/controls/displays (18.9 PP100).
 In addition to reporting problems experienced with their 1- to 3-year-old vehicles, owners also rate
the severity of each problem they experience. The scale for problem severity ranges from 1 (very
minor problem) to 5 (very serious problem). Eight of the 10 most severe problems are in the

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 engine/transmission category. These severe problems have a negative impact to intended loyalty.
For example, among owners who experience a problem in which their “engine doesn’t start at all,”
only 34 percent say they “definitely will” purchase the same brand of vehicle, compared with 49
percent among owners those who do not experience the problem.
 Among owners who experience most of these problems, less than 80 percent—depending on the
problem—take their vehicle to their dealer to service the problem. For example, only 71 percent of
owners who report that their engine “doesn’t start at all” take their vehicle to the dealer for service
to address the problem. OEMs could work on improving the percent of people who visit dealerships
to address these problems.

The 2015 Germany Vehicle Dependability Study is based on 14,605 respondents who purchased their
vehicle between April 2012 and March 2014. The study was fielded April through June 2015. The Germany
VDS, along with the J.D. Power 2015 Germany Customer Service Index (CSI) Study,SM replace the J.D. Power
Germany Vehicle Ownership Satisfaction StudySM (VOSS), providing deeper and more detailed insights into
vehicle dependability and after-sales solutions for automakers, suppliers and dealerships.

Additional study results are published exclusively in the October issue of AUTO TEST, which will be on
sale beginning on September 30, 2015.

Media Relations Contacts

Mark Lendrich; J.D. Power; Munich, Germany Tel: +49 (0)89-288 03 66-11; [email protected]
Tobias Franzke; AUTO TEST; Tel: +49 (0)9122 63 13 100; [email protected]
John Tews; J.D. Power; Troy, Mich., USA; +1 248-680-6218; [email protected]

About J.D. Power and Advertising/Promotional Rules http://www.jdpower.com/about-us/press-

release-info
About McGraw Hill Financial www.mhfi.com

About AUTO TEST

AUTO TEST is a member of the international AUTO BILD group published by Axel Springer. Since 2003,
AUTO TEST has been the leading special interest magazine for readers who are planning to buy a new car.
More than 500 cars are tested each year, with more than 1.8 million kilometers driven to provide readers
with detailed and objective model reviews to help them choose the best car for their money. Readers can
also find tips on cutting running costs, used cars, service, finance and accessories.

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NOTE: Two charts follow.
 J.D. Power
2015 Germany Vehicle Dependability StudySM (VDS)
2015 Nameplate VDS Ranking
Problems per 100 Vehicles (PP100)

Mazda 87
Mitsubishi 90
Škoda 93
Dacia 96
Toyota 98
Suzuki 102
Nissan 103
MINI 104
Porsche 106
SEAT 111
Volvo 112
Peugeot 116
Honda 117
Kia 121
Hyundai 122
Ford 124
Renault 125
Volkswagen 127
Industry Average 129
Opel 131
smart 135
BMW 145
Mercedes-Benz 145
Citroën 149
Fiat 152
Audi 158
Chevrolet 165
Alfa Romeo 268

Note: Included in the study, but not ranked due to small sample size are Jaguar, Jeep,
Lada, Lancia, Land Rover, Lexus, Ssangyong and Subaru
Source: J.D. Power 2015 Germany Vehicle Dependability StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in
this release or J.D. Power survey results without the express prior written consent of J.D. Power.
 J.D. Power
2015 Germany Vehicle Dependability StudySM (VDS)
Top Three Models per Segment

City Car* Midsize Car

Highest Ranked: Volkswagen Up! Highest Ranked: Škoda Superb
Opel Adam Mazda Mazda6
Ford Mondeo

Compact Car Small Car

Highest Ranked: Mazda Mazda3 Highest Ranked: Škoda Fabia
Toyota Auris Toyota Yaris
Kia cee’d Peugeot 208

Compact SUV
Highest Ranked: BMW X1
Mazda CX-5
Volkswagen Tiguan

* No other model in this segment performs above segment average.

Note: There must be at least three models with 67 percent of market sales in any given award segment for an award to be
presented. The large and luxury, large SUV, MPV, small MPV and sporty segments did not meet criteria to be award eligible,
thus no awards will be issued

For more detailed findings on vehicle quality and dependability performance,

visit www.jdpower.com/dependability
Source: J.D. Power 2015 Germany Vehicle Dependability StudySM (VDS)

Charts and graphs extracted from this press release must be accompanied by a statement identifying J.D. Power as the
publisher and the J.D. Power 2015 Germany. Vehicle Dependability Study SM (VDS) as the source. Rankings are based on
numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the
information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.