AUTO SEARCH PHILIPPINES
Mitsubishi Achieves Highest Ranking         
in Philippines Sales Satisfaction Study

Overall Industry Satisfaction in the Philippines Declines as Shoppers Have Higher Expectations

SINGAPORE: 14 August 2009 — Mitsubishi improves by two rank positions from 2008 to rank highest in overall new-
vehicle sales satisfaction in the Philippines, according to the J.D. Power Asia Pacific 2009 Philippines Sales Satisfaction
Index (SSI) StudySM released today.

Now in its ninth year, the study measures new-vehicle owner satisfaction with sales and delivery experience and examines
seven key factors that contribute to overall satisfaction. In order of importance, these factors are delivery process; delivery
timing; salesperson; paperwork; deal; sales initiation; and dealer facility.

Mitsubishi ranks highest with a score of 841 on a 1,000-point scale, performing particularly well in the delivery process
factor. Honda and Mazda, respectively, follow in the rankings, with both brands improving from 2008. Other brands
performing above the industry average are Chevrolet, Kia and Toyota. Overall industry satisfaction in 2009 averages 833,
a 10-point decline from 2008. The factors with the largest declines from 2008 are delivery timing (down 14 points) and
delivery process (down 13 points).

The study finds that despite an overall reduction in delivery timing—down to an average of 4 days from 4.9 days in 2008—
customers have higher expectations regarding delivery timing in 2009, compared with 2008. On average, customers who
say delivery timing is “about as expected” receive their vehicles in 3.9 days, compared with 5.4 days in 2008. Similarly,
customers who receive their vehicles in 12.9 days say their experience is “worse than expected.” This measure was
considerably longer in 2008—an average of 13.7 days.

“Overall vehicle sales in the Philippines have declined by approximately 3,000 units between August 2008 and February
2009, compared with the same period the year before,” said Taku Kimoto, general manager for the Philippines at J.D.
Power Asia Pacific, Singapore. “With the reduction in demand, manufacturers are in a better position to improve their
delivery timing. However, this positive outcome is marginalized as buyers tend to set even higher standards during an
economic downturn. Buyers have more bargaining power in a severe crisis such as this, particularly in the automotive
sector.”

The study also finds a shift in customer satisfaction among non-determined customers.  Among this group of customers,
satisfaction averages 10 points below the industry average. In 2008, satisfaction among these customers was nearly equal
to the industry average. Additionally, 86 percent of non-determined customers visit dealerships of two or more brands,
compared with approximately half of pre-determined customers who do the same. In addition to more visits to the
dealerships, non-determined customers are also more likely to take up loans, as well as receive discounts.

“Manufacturers should pay more attention to the non-determined group of shoppers, which currently comprise nearly 30
percent of customers,” said Kimoto. “Non-determined customers shop around more often than their counterparts and
naturally, tend to compare their options more often—making them harder to please. This group also tends to be more
price-conscious, creating a challenge for manufacturers to convince these customers that they have made the right
choice.”

The study also finds that customer satisfaction with the overall purchase experience has a strong impact on dealer loyalty.
Approximately 80 percent of “delighted” customers (those providing a rating of 10 on a 10-point scale) say they “definitely
would” have their vehicle serviced at the purchase dealer, compared with just 39 percent among “disappointed” customers
(those providing a rating of 5 or less).

The 2009 Philippines Sales Satisfaction Index (SSI) Study is based on the responses of more than 1,400 new-vehicle
owners who purchased their vehicles between August 2008 and February 2009. The study was fielded between February
and April 2009. The SSI Study is one of two consumer-based studies conducted annually in the Philippines by J.D. Power
Asia Pacific. The 2009 Philippines Customer Service Index (CSI) Study, which measures new-vehicle owner satisfaction
with after-sales dealership service, was released in June.

About J.D. Power Asia Pacific
J.D. Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and
provide performance analytics services in the automotive, information technology and finance industries. Together, the five offices bring the
language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and
Thailand. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-
mail cont
act: taku_kimoto@jdpower.com.sg.  

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key
business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The
company’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates
is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE:  MHP) is a leading global information services provider meeting worldwide needs in
the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill
Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were
$6.4 billion. Additional information is available at
www.mcgraw-hill.com.  

Media Relations Contacts:
Taku Kimoto; General Manager; J.D. Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980;
taku_kimoto@jdpower.com.sg.  

John Tews; Director, Media Relations; J.D. Power and Associates; 5435 Corporate Drive, Suite 300; Troy, MI, 48098 U.S.A.; 001 248-312-
4119; john.tews@jdpa.com

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power
and Associates.
http://www.jdpower.com/corporate
Sales Satisfaction Index Ranking
(Based on a 1,000-point scale)
J.D. Power Asia Pacific
2009 Philippines Sales Satisfaction
Index (SSI) StudySM
J.D. Power Asia Pacific
2009 Philippines Sales Satisfaction
Index (SSI) StudySM
NOTE: Percentages may not total 100 due to rounding.

Source: J.D. Power Asia Pacific 2009 Philippines Sales Satisfaction Index (SSI) StudySM

Charts and graphs extracted from this press release must be accompanied by a statement identifying
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 Asia Pacific study results without the express prior written consent of J.D.
Power Asia Pacific
J.D. Power Asia Pacific August 2009 Report -
Customer Satisfaction Study in the Phils
Automotive Industry
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Source: J.D. Power Asia Pacific 2009 Philippines Sales Satisfaction Index (SSI) StudySM

Charts and graphs extracted from this press release must be accompanied by a statement identifying
J.D. Power Asia Pacific as the publisher and the J.D. Power Asia Pacific 2009 Philippines Sales Satisfaction Index (SSI) StudySM 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 Asia Pacific study results without the express prior written consent of J.D.
Power Asia Pacific.
ISUZU
HONDA
MITSUBISHI
CHEVROLET
HYUNDAI
FORD
TOYOTA