1. Ipsos south africa October, 2018
Ipsos Quality Awards
Product Quality
Ipsos south africa
October, 2018
© 2018 Ipsos.  All rights reserved. Contains Ipsos' Confidential and Proprietary information and may not be disclosed or reproduced without the prior written consent of Ipsos.

2. CONTENT 01 02 03 04 BACKGROUND HEADLINE RESULTS
IPSOS PRODUCT QUALITY AWARDS 2016
APPENDIX

3. BACKGROUND 3
© 2017 Ipsos.

4. Ipsos and the Automotive Industry
background
Ipsos and the Automotive Industry
1991
Ipsos (under various nomenclatures) has been commissioned since 1991 to conduct market research on behalf of the South African Automotive industry
The research follows a syndicated format with various Original Equipment Manufacturers contributing ideas and funding
Any OEM can participate if they:
Supply customer names for interviewing
Agree to the rules of syndication
Participate in meetings / decisions regarding syndicate business in a transparent and open manner
CENTRE FOR PROACTIVE MARKETING
2001
PROACTIVE INSIGHT
2004
SYNOVATE
2011
IPSOS
2018
IPSOS
The Vehicle Quality Survey (VQS) component of the research focuses on providing benchmarking measurements of customers perceptions of vehicle quality at approximately 3 months in service.

5. SAR: Measuring the Ownership Experience
BACKGROUND
SAR: Measuring the Ownership Experience
Customer purchases a new vehicle from dealership
Customer drives vehicle for 3 months
Customer has vehicle serviced at dealership 1 2 3
CCE Sales interview 10 – 35 days after event
VQS interview ~90 days in service
CCE Service interview 10 – 35 days after event
OWNERSHIP EXPERIENCE

6. Process About the research New vehicle purchase
Ipsos contacts customer
Reporting issued to manufacturer 1 4 7 2 3 5 6 8
Customer details captured
Customer data submitted to Ipsos
Customer provides feedback
Feedback extracted and analysed
Improvement strategies identified

7. 1 3 5 7 2 4 6 What is it used for? background
FEEDBACK TO OVERSEAS PLANT
MARKETING & ADVERTISING
INPUT FOR FUTURE DESIGNS/FACELIFTS
ASSEMBLY 1 3 5 7 2 4 6
RECALL CAMPAIGNS
COMPONENTS
MATERIALS

8. VQS Development 01 02 03 04 05 BACKGROUND
Customer perception of vehicle quality is crucial to competing successfully in the automotive environment. Favourable perceptions help to protect and grow market share by improving retention and advocacy. Therefore, there has always been an interest in measuring perceived vehicle quality… 01 02 03 04 05
The early 1990’s goal of ‘zero-defects’ on vehicles had been largely achieved by the early 2010’s
The number of reported defects for vehicles at approximately three months plateaued at around 40 PP100 for vehicles purchased in 2011, 2012, 2014 and 2015
This suggested that the absence of ‘defects’ is no longer the main differentiating factor of vehicle quality
The customer’s own perceptions/opinions and ‘taste’ around their vehicle plays an increasingly larger role in how vehicle quality is perceived
VQS is an expansion of the PP100 measurement to provide insight not only in terms of ‘defects’ experienced by customers, but also the effectiveness of vehicles in meeting the ‘taste’ requirements of customers
Measuring perceived vehicle quality needs to be done in a holistic manner in order to keep pace with the evolving requirements and desires of customers

9. VQS Representation Background PARTICIPATING VQS BRANDS VQS COVERAGE
REPRESENTED
NOT REPRESENTED
Ipsos conducted interviews about vehicle quality with more than customers from 16 participating brands in 2016
These participating brands represent more than 73% of new vehicles sold in South Africa via the Dealership channel in 2017 9
© 2018 Ipsos.

10. Headline results 10
© 2018 Ipsos.

11. Volumes vs. Interest Rate
Market indicators
Volumes vs. Interest Rate

12. Vehicle Quality Over Time
Headline results
Vehicle Quality Over Time

13. Headline results
Local vs Import

14. Local vs Import: Passenger Cars
Headline results
Local vs Import: Passenger Cars

15. Local vs Import: Light Commercial Vehicles
Headline results
Local vs Import: Light Commercial Vehicles

16. Passenger Car Segments
Headline results
Passenger Car Segments
n = 4298

17. Recreational Vehicle Segments
Headline results
Recreational Vehicle Segments
n = 1963

18. Light Commercial Vehicle Segments
Headline results
Light Commercial Vehicle Segments
n = 1580

19. Most common problem AREAS per segment
Defect
Design
Total
Most Common
2nd Most Common
3rd Most Common
Passenger Car
Entry 46 39 85
Inadequate performance
Road-holding
Fuel consumption
Compact Hatchback 31 22 55
Braking noises
Mainstream Hatchback 38 28 67
Unspecified noise
Premium Hatchback 27 49
Vehicle unable to start
Handsfree Communication
Mainstream Car 30 29 59
Compact Car 45 32 79
Window closing
Premium Car 17
Noisy engine
Small Glove compartment
Sport & Luxury 21
Information system malfunction
Tyre sensor malfunction
Multi Purpose Vehicle 35 50 84
Recreational Vehicle
Large RV 56
Regular RV 24 47
Dashboard noises
Stiff transmission
Crossover Vehicle 34 65
Light Commercial Vehicle
Sub One-Ton Pick-up 44 96
Single Cab Pick-up 64
Double Cab Pick-up 77
Extra Cab Pick-up 36 33 70

20. Ipsos product quality awards 2017

21. 2017 Recreational Vehicle Awards 2017 Light Commercial Vehicle Awards
About the Awards
Awards Structure
2017 Passenger Car Awards
Segment
Entry
Compact Hatch
Mainstream Hatch
Premium Hatch
Mainstream Car
Compact Car
Premium Car
Sport & Luxury
Multi Purpose Vehicle
Category
Best Overall Passenger Car Brand
Best New Passenger Car
Best Volume Passenger Car Brand
Best Local Plant Manufacturing Passenger Cars
2017 Recreational Vehicle Awards
Segment
Best Overall Recreational Vehicle
Large Recreational Vehicle
Crossover Vehicle
Category
Best New Recreational Vehicle
2017 Light Commercial Vehicle Awards
Segment
Sub One-Ton Pick-Up
Single Cab Pick-Up
Double Cab Pick-Up
Extra Cab Pick-Up
Category
Best New Light Commercial Vehicle
Best Overall Light Commercial Vehicle Brand
Best One Ton Single Cab Light Commercial Vehicle Brand
Best One Ton Double Cab Light Commercial Vehicle Brand
Best Local Plant Manufacturing Light Commercial Vehicles
All results based on transactions between Jan and Dec 2017

22. PC RV LCV Awards navigation PC Segments PC Categories PC Full Rankings
Page 23
Page 32
Page 38 PC
PC Segments
PC Categories
PC Full Rankings RV
RV Segments
RV Categories
RV Full Rankings
LCV
LCV Segments
LCV Categories
LCV Full Rankings

23. Ipsos Quality Awards 2018
Pc segments 23
© 2018 Ipsos.

24. Passenger Car Segment awards ENTRY LEVEL COMPACT HATCH
MAINSTREAM HATCH
Toyota Aygo (44)
Toyota Etios Hatch (46)
Toyota Yaris (38)
VW Golf 7 (21)
VW Up (49)
VW Polo (50)
Ford Fiesta (54)
VW Golf 7 GTI (42)
Ford Figo Sedan (54)
Opel Corsa (58)
Ford Focus (66)
Opel Astra (68)
Toyota Auris (71)

25. Toyota Corolla Quest (57)
Segment awards
Passenger Car
PREMIUM HATCH
MAINSTREAM CAR
COMPACT CAR
Opel Adam (22)
Honda Civic Sedan (31)
VW Polo Sedan (79)
Audi A1 Sportback (33)
Toyota Corolla Quest (57)
Audi A3 Sportback (53)
Nissan Almera (58)

26. Ford Mustang GT Coupe (51)
Segment awards
Passenger Car
PREMIUM CAR
SPORT & LUXURY
MULTI PURPOSE VEHICLE
Audi A3 Sedan (30)
Audi A5 Sportback (38)
Toyota Avanza (65)
Audi A4 (46)
Ford Mustang GT Coupe (51)
VW Caddy (85)
Volvo S60 (67)
Datsun GO Plus (140)

27. Ipsos Quality Awards 2018
Pc categories 27
© 2018 Ipsos.

28. Passenger Car CATEGORY awards BEST OVERALL PASSENGER CAR BRAND
BEST NEW VOLUME PASSENGER CAR
BEST VOLUME PASSENGER CAR BRAND
Audi (46)
VW Golf 7 GTI (42)
Toyota (58)
Opel (61)
Nissan (62)
Ford (63)
Toyota (58)
Opel (58)
Nissan (62)
Ford (63)
Ford Figo Sedan (54)
VW Polo Vivo Maxx (56)
Honda (65)
Volkswagen (68)
Ford Fiesta ST Hatch (63)
Toyota Etios Cross (66)
VW Polo GTI (67)
Honda (65)
Volkswagen (68)
Volvo (71)
Chevrolet (78)

29. BEST LOCAL PLANT MANUFACTURING PASSENGER CARS
Category awards
Passenger Car
BEST LOCAL PLANT MANUFACTURING PASSENGER CARS
Toyota South Africa Motors: Prospecton (59)
Volkswagen Group South Africa: Uitenhage (70)
General Motors South Africa: Struandale (80) 29

30. Ipsos Quality Awards 2018
Pc full rankings 30
© 2018 Ipsos.

31. Passenger Car Full Rankings

32. Ipsos Quality Awards 2018
Rv segments 32
© 2018 Ipsos.

33. REGULAR RECREATIONAL VEHICLE LARGE RECREATIONAL VEHICLE
Segment awards
Recreational Vehicle
REGULAR RECREATIONAL VEHICLE
LARGE RECREATIONAL VEHICLE
CROSS OVER VEHICLE
Toyota Rav 4 (32)
VW Touareg (11)
Honda HR-V (48)
Audi Q5 (50)
Audi Q3 (50)
Volvo XC60 (37)
Chevrolet Captiva (38)
Toyota Landcruiser (39)
Nissan Qashqai (58)
Ford EcoSport (68)
Opel Mokka (69)
VW Tiguan (50)
Nissan X-Trail (53)
Toyota Prado (51)
Toyota Fortuner (51)

34. Ipsos Quality Awards 2018
Rv categories 34
© 2018 Ipsos.

35. BEST NEW RECREATIONAL VEHICLE
Category awards
Recreational Vehicle
BEST NEW RECREATIONAL VEHICLE
Honda BR-V (83) 35

36. Ipsos Quality Awards 2017
Rv full rankings 36
© 2018 Ipsos.

37. Recreational vehicle full rankings

38. Ipsos Quality Awards 2016
Lcv segments 38
© 2018 Ipsos.

39. Light Commercial Vehicle
Segment awards
Light Commercial Vehicle
SUB ONE-TON PICK-UP
SINGLE CAB PICK-UP
DOUBLE CAB PICK-UP
Nissan NP200 (84)
Toyota Hilux Ptl SC (22)
VW Amarok Dsl DC (66)
Toyota Hilux DC (67)
Chevrolet Utility (118)
Nissan Hardbody Ptl SC (65)
Toyota Hilux Dsl SC (66)
Isuzu KB Dsl SC
Ford Ranger Ptl DC (74)
Nissan Hardbody Ptl DC (80)
Nissan Hardbody Dsl SC (75)
Ford Ranger Dsl SC (77)
Toyota Hilux Ptl DC (86)
Isuzu KB Dsl DC (87)
Nissan Navara Dsl DC (93)

40. Light Commercial Vehicle
Segment awards
Light Commercial Vehicle
EXTRA CAB PICK-UP
Isuzu KB (54)
Toyota Hilux (68)
Ford Ranger (75) 40
© 2018 Ipsos.

41. Ipsos Quality Awards 2016
Lcv categories 41
© 2018 Ipsos.

42. Light Commercial Vehicle
Category awards
Light Commercial Vehicle
BEST LIGHT COMMERCIAL VEHICLE BRAND OVERALL
BEST NEW LIGHT COMMERCIAL VEHICLE
Isuzu KB XC (54)
Toyota (56)
Volkswagen (68)
Ford (75)
Isuzu (75)
Nissan (82)
Chevrolet (118) 42
© 2018 Ipsos.

43. Light Commercial Vehicle
Category awards
Light Commercial Vehicle
BEST ONE TON SINGLE CAB LIGHT COMMERCIAL VEHICLE BRAND
BEST ONE TON DOUBLE CAB LIGHT COMMERCIAL VEHICLE BRAND
Toyota (56)
Volkswagen (69)
Toyota (72)
Ford (74)
Isuzu (68)
Nissan (69)
Isuzu (87)
Nissan (95)
Ford (77) 43
© 2018 Ipsos.

44. Light Commercial Vehicle
Category awards
Light Commercial Vehicle
BEST EXTRA CAB LIGHT COMMERCIAL VEHICLE BRAND
Isuzu (54)
Toyota (68)
Ford (75) 44
© 2018 Ipsos.

45. Light Commercial Vehicle
Category awards
Light Commercial Vehicle
BEST LOCAL PLANT MANUFACTURING LIGHT COMMERCIAL VEHICLES
Toyota South Africa Motors: Prospecton (63)
Ford Motor Company of Southern Africa: Silverton (75)
Nissan South Africa: Rosslyn (81)
General Motors South Africa: Struandale (90) 45

46. Ipsos Quality Awards 2017
Lcv full rankings 46
© 2018 Ipsos.

47. Light Commercial Vehicle Full Rankings

48. contacts Justine Brandrick Patrick Busschau Venessa Van der Walt
Research Executive
Patrick Busschau
Service Line Leader
Venessa Van der Walt
Senior Research Executive

49. appendix 49
© 2018 Ipsos.

50. ABOUT IPSOS GAME CHANGERS
Ipsos ranks third in the global research industry. With a strong presence in 87 countries, Ipsos employs more than 16,000 people and has the ability to conduct research programs in more than 100 countries. Founded in France in 1975, Ipsos is controlled and managed by research professionals. They have built a solid Group around a multi-specialist positioning – Media and advertising research; Marketing research; Client and employee relationship management; Opinion & social research; Mobile, Online, Offline data collection and delivery.
Ipsos is listed on Eurolist - NYSE-Euronext. The company is part of the SBF 120 and the Mid-60 index and is eligible for the Deferred Settlement Service (SRD).
ISIN code FR , Reuters ISOS.PA, Bloomberg IPS:FP
GAME CHANGERS
At Ipsos we are passionately curious about people, markets, brands and society. We deliver information and analysis that makes our complex world easier and faster to navigate and inspires our clients to make smarter decisions.
We believe that our work is important. Security, simplicity, speed and substance applies to everything we do.
Through specialisation, we offer our clients a unique depth of knowledge and expertise. Learning from different experiences gives us perspective and inspires us to boldly call things into question, to be creative.
By nurturing a culture of collaboration and curiosity, we attract the highest calibre of people who have the ability and desire to influence and shape the future.
“GAME CHANGERS” - our tagline - summarises our ambition.

51. WE COVER THE WORLD
Ipsos Offices
Ipsos Partners
Not Active

52. About the research 52
© 2018 Ipsos.

53. FAQs WHO DO WE SPEAK TO? 01 WHERE DO WE GET THE NAMES FROM? 02
New vehicle owners who have driven their vehicle for 90 days 01
WHERE DO WE GET THE NAMES FROM?
Supplied by OEMs, quality checked and submitted to the CATI team 02
HOW DO WE INTERVIEW THEM?
Telephonically using CATI 03
WHAT QUALITY ASSURANCE IS THERE?
Four quality gates are in place
ISO and ISO 9001 : 2000 compliant 04

54. Quality Gates About the research GATE 1 GATE 2 GATE 3 GATE 4
Gate 1: Format – Electronic data source (Warranty System, OEM Sales database)
GATE 1
MANUFACTURER
Gate 2: Pre-Quantity – Volume of records received, compared to NAAMSA reported dealer sales may not vary by more than 10%
GATE 2
IPSOS
Gate 3: Pre-Quality – Record must contain each of the following:
Individual’s surname
a valid contact number (mobile or landline)
a valid OEM model description
GATE 3
FIELDWORK
Gate 4: Post Quality – Deemed to be errors in data:
No such person
Do not own vehicle
Wrong number
GATE 4

55. Respondent Selection 1 2 3 4 5 ABOUT THE RESEARCH
Random selection of respondents via an automated algorithm built into the CATI system
All interviews are recorded
Interviews only completed if the following is confirmed at the start of the interview: 1 2 3 4 5
Customer identity
Not employed by a motor manufacturer or any of their dealers
Vehicle purchased NEW
Never been involved in an accident
Vehicle used in personal capacity