Long-term vehicle dependability in India declines second year in a row

June 28, 2013: Overall dependability of vehicles in India has declined for the second consecutive year, according to the findings of the J D Power Asia Pacific 2013 India Vehicle Dependability Study (VDS) released today. The study, now in its sixth year, measures problems experienced by original owners of 30- to 42-month-old vehicles in 169 different problem symptoms across nine vehicle categories: vehicle exterior; driving experience; features, controls and displays; audio and entertainment; seats; heating, ventilation and air conditioning (HVAC); vehicle interior; engine; and transmission.

In 2013, overall vehicle dependability averages 280 problems per 100 vehicles (PP100), compared with 225 PP100 in 2012. Overall dependability is based on the number of problems reported per 100 vehicles, with a lower score reflecting higher long-term vehicle quality. The 24 percent increase in problems in 2013 is across problem categories and models, and it cannot be attributed to a significant increase in one or more areas, or to all-new models included in the study. However, the study finds that an increased number of vehicles in India do not have extended warranties or service contracts, and the frequency whereby owners take their vehicle for scheduled or routine maintenance has decreased. Longer periods between maintenance tend to lead to an increase in problems with the vehicle.

Unexpected repairs increase

Among vehicle owners surveyed, 43 percent experienced unexpected repairs on their vehicle, up 4 percentage points from 2012. In addition, the proportion of owners who have taken their vehicle in for repairs at an authorised service centre three or more times, has doubled from 2012. On average, these customers report 2.4 times more problems than those who have not taken their vehicle in for repairs (418 PP100 vs 174 PP100, respectively). “Undergoing unexpected repairs has a very strong bearing on the perception of vehicle reliability, durability and overall vehicle quality,” said Mohit Arora, executive director, J D Power Asia Pacific. “Given that the average ownership cycle in India is approximately five years, the owners surveyed in this study are close to replacing their current vehicles. Higher incidences of repairs are likely to dissuade them from purchasing the same make in the future.”

Routine servicing declines

The study also finds that the routine servicing and maintenance at authorised service centres has been declining during the past two years. Only 69 percent of owners have taken their vehicle to an authorised dealer/ service centre four or more times, down from 91 percent in 2011. “Conforming to a prescribed servicing schedule helps to keep vehicle problems and incidences of unexpected repairs in check,” said Arora “One way of ensuring that owners continue to regularly service their vehicle at authorised service centres, particularly in the post-warranty period, is by offering an extended warranty. This year the proportion of owners who are covered under an extended warranty program has declined, which may have contributed to the decline in the frequency of service visits.”

Maruti Suzuki, Toyota bag two model awards each

The study, which includes 61 models in 11 vehicle segments, sees two models from Maruti Suzuki and Toyota rank highest in their respective segments. While the Maruti A-star ranks highest in the compact segment and the Swift Dzire ranks highest in the entry midsize segment, Toyota’s Innova and Fortuner have topped the MUV/ MPV and SUV segments, respectively. The Honda City has ranked highest in the midsize segment, and the Chevrolet Cruze and Ford Figo awarded in the premium midsize and premium compact segments, respectively.

The 2013 India Vehicle Dependability Study is based on evaluations from 7,032 original owners who purchased a new vehicle between July 2009 and September 2010. The study was fielded from January through April 2013 in 25 cities across India.