2016 Customer Love Index Report: 2016 FY Model Car and Truck Results

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1 2016 Customer Love Index Report Intro 1 FULL YEAR 2016 Customer Love Index Report: 2016 FY Model Car and Truck Results 2016 Most Loved Vehicle Award Winners Full-Year Data: October April 2016 Buyers Public Announcement: November 14, 2016 Contacts: Alexander Edwards, Christopher Chaney, or Karl Miller (858)

2 2016 Customer Love Index Report Intro 2 Calculation of the Customer Love Index The Customer Love Index has a top score of Generally, a score of is considered to be average, a score of is considered to be good, and a score of is considered to be excellent. A score above 525 is exceptiol. As some vehicle segments do more to generate a feeling of love for the vehicle than others, the best way to measure the success or failure of a particular vehicle is to compare it to its direct competition. The index has five parts: 1. Customer assessment of the complete ownership experience (product characteristics including reliability and the dealership experience). 2. Customer assessment of short-term and long-term monetary issues. 3. Customer assessment of the emotiol delivery of the vehicle across 24 different ValueEmotions. 4. Overall customer sentiment and emotiol involvement with vehicle. 5. Measurement of customer advocacy for the brand and dealership. The five parts work together to show how well a vehicle is doing on factors that create a feeling of love. Parts 1 and 2 combine to form a little more than half of the calculation, and use the Edwards Commitment Scale while measuring vehicle attributes. This seven-point super-ordil scale uses words and phrases often expressed by consumers as they describe how they feel about an experience: 7. I love it 6. Delightful 5. Excellent 4. Satisfactory 3. Unsatisfactory 2. A failure 1. I hate it Parts 3, 4, and 5 all directly measure the strength and ture of the customer's emotiol connection to the vehicle. Rules for winning a segment's Most Loved Vehicle Award are then applied to the current data: The vehicles are 2016 (with some 2015) models available in the October 2015 to April 2016 time period. The vehicle model had to have a statistically adequate sample (typically N= 75+ for most models and segments). Winners in a segment were those vehicles scoring highest in the Customer Love Index with a statistical difference from others in the group. Usually, a three point difference in CLI will determine a winner. If there is only a two point difference between the top CLI scores in a segment, the vehicles are considered to be tied for Most Loved Vehicle winner. The total sample included in this Customer Love alysis of the New Vehicle Experience Study is 38,763 respondents.

3 2016 Customer Love Index Report Intro Most Loved Vehicle Award Winners Award Classes: Most Loved Vehicle in Class CLI 1 Micro Car smart fortwo Coupe Small Car Honda Civic Coupe Small Multi-Function Car Scion im Small APT Car Ford C-MAX Energi Mid-Size Car Subaru WRX* Mid-Size Multi-Function Car Subaru Outback* Mid-Size APT Car Chevrolet Volt Full-Size Car Dodge Charger* Near-Luxury Car BMW 3-Series Sedan Near-Luxury APT Car Lincoln MKZ Hybrid Luxury Car Mercedes S-Class Sedan* Luxury Multi-Function Car Volvo XC Specialty Coupe Dodge Challenger Premium Coupe Chevrolet Corvette Coupe* Standard Convertible Ford Mustang Convertible* Premium Convertible/Roadster Audi A5 Cabriolet Standard Pickup Toyota Tacoma Full-Size Pickup Ford F Heavy Duty Pickup Nissan Titan XD Entry SUV Jeep Wrangler Unlimited Entry CUV Subaru Crosstrek Mid-Size SUV Dodge Durango* Mid-Size CUV Kia Sorento Full-Size Utility Chevrolet Tahoe APT Utility Toyota Highlander Hybrid Near-Luxury Utility BMW X Luxury SUV Land Rover Range Rover 460

4 2016 Customer Love Index Report Intro 4 28 Luxury CUV Mercedes GLE-Class Coupe Minivan Toyota Sien Best Model Tesla Model S Best Brand Under $26,000 smart Best Mass-Market Brand MINI* Best Luxury Brand Porsche* Best Full-Line Corporation Volkswagen Group of America* 410 * Also won in 2015 Millennial Awards Gen Y CLI Score Top 5 Mass-Market Vehicles Nissan Juke 542 Volkswagen Golf GTI 532 Subaru Crosstrek 516 Subaru Legacy 510 Jeep Wrangler Unlimited 506 Top 5 Luxury Vehicles Mercedes C-Class Sedan 583 BMW 3-Series Sedan 581 BMW X1 560 BMW X5 552 Infiniti Q50 Sedan 551

5 2016 Customer Love Index Report Corporations 5 Corporations 2016 Emotiol Loyalty Brand Volkswagen Group of America Ford Motor Company INDUSTRY Hyundai Motor Corporation General Motors Corporation Toyota Motor Sales Nissan Motor Corporation American Honda Motor Chrysler Group Corporations of Luxury Models only: BMW Group Daimler AG

6 2016 Customer Love Index Report Brands 6 Brands under $26,000 Combined car and truck scores 2016 Emotiol Loyalty Brand smart INDUSTRY Kia Hyundai Scion Volkswagen Fiat Mitsubishi Mass-Market Brands Combined car and truck scores 2016 Emotiol Loyalty Brand Mini Subaru Ford INDUSTRY Buick Nissan Chevrolet Honda Toyota Dodge Jeep Mazda Chrysler

7 2016 Customer Love Index Report Brands 7 Luxury Brands Combined car and truck scores 2016 Emotiol Loyalty Brand Porsche BMW Jaguar Audi Mercedes-Benz Lexus Lincoln Land Rover Cadillac INDUSTRY Infiniti Volvo GMC Ram Acura Tesla* * Brand has insufficient models to be considered a segment winner

8 2016 Customer Love Index Report Brands 8 Brands (All) Combined car and truck scores 2016 Emotiol Loyalty Brand Porsche Mini BMW Jaguar Audi Mercedes-Benz Lexus Lincoln Land Rover Cadillac Subaru Ford smart INDUSTRY Kia Infiniti Buick Hyundai Volvo Scion GMC Nissan Chevrolet Ram Honda Toyota Volkswagen Dodge Jeep Mazda Acura Chrysler Fiat Mitsubishi Tesla* * Brand has insufficient models to be considered a winner

9 2016 Customer Love Index Report Cars 9 Micro Car 2016 Emotiol Loyalty Brand smart fortwo Coupe Chevrolet Spark Fiat 500 Hatchback Micro Car Segment Small Car 2016 Emotiol Loyalty Brand Honda Civic Coupe Ford Fiesta Sedan Honda Civic Sedan Kia Forte Sedan Hyundai Elantra Sedan Nissan Sentra Hyundai Accent Sedan Chevrolet Sonic Nissan Versa Sedan Toyota Corolla Ford Focus Sedan Mazda3 Sedan Chevrolet Cruze Mitsubishi Lancer Kia Rio Sedan Dodge Dart Small Car Segment Kia Forte Coupe Honda Civic Si Coupe Honda Civic Si Sedan * Convertibles and station wagons excluded

10 2016 Customer Love Index Report Cars 10 Small Multi-Function Car 2016 Emotiol Loyalty Brand Scion im Hyundai Elantra Hatchback Ford Focus Hatchback Honda Fit Mazda3 Hatchback Fiat 500L Volkswagen Golf Nissan Versa Note Kia Soul Scion xb Ford Fiesta Hatchback Scion ia Toyota Yaris Mitsubishi Mirage Volkswagen Golf Sportwagen Small Multi-Function Car Segment Hyundai Accent Hatchback Kia Forte Hatchback Kia Rio Hatchback

11 2016 Customer Love Index Report Cars 11 Small Altertive Powertrain (APT) Car 2016 Emotiol Loyalty Brand Ford C-MAX Energi Honda CR-Z Ford C-MAX Hybrid Toyota Prius c Nissan Leaf Small APT Car Segment Chevrolet Spark EV Fiat 500e Ford Focus Electric Honda Civic Hybrid Kia Soul EV Mitsubishi I-MiEV smart fortwo E Passion Coupe Volkswagen e-golf

12 2016 Customer Love Index Report Cars 12 Mid-Size Car 2016 Emotiol Loyalty Brand Subaru WRX Subaru Legacy Kia Optima Nissan Altima Sedan Honda Accord Sedan Hyundai Sota Volkswagen Jetta Sedan Ford Fusion Subaru Impreza Sedan Mazda Chevrolet Malibu Toyota Camry Buick Verano Buick Regal Chrysler 200 Sedan Volkswagen Passat Mid-Size Car Segment Honda Accord Coupe * Convertibles and station wagons excluded Mid-Size Multi-Function Car 2016 Emotiol Loyalty Brand Subaru Outback Honda Crosstour Subaru Impreza Wagon Mid-Size Multi-Function Car Segment

13 2016 Customer Love Index Report Cars 13 Mid-Size Altertive Powertrain (APT) Car 2016 Emotiol Loyalty Brand Chevrolet Volt Hyundai Sota Hybrid Toyota Prius Toyota Camry Hybrid Toyota Prius v Kia Optima Hybrid Ford Fusion Plug-in Ford Fusion Hybrid Mid-Size APT Car Segment Chevrolet Malibu Hybrid Honda Accord Hybrid Hyundai Sota Plug-in Hybrid Toyota Prius Plug-in Volkswagen Jetta Hybrid Full-Size Car 2016 Emotiol Loyalty Brand Dodge Charger Nissan Maxima Buick LaCrosse Chevrolet Impala Ford Taurus Hyundai Azera Full-Size Car Segment

14 2016 Customer Love Index Report Cars 14 Near-Luxury Car 2016 Emotiol Loyalty Brand BMW 3-Series Sedan Mercedes CLA-Class Audi A3 Sedan Lincoln MKZ Hyundai Genesis Sedan Lexus IS Sedan Mercedes C-Class Sedan Chevrolet SS Lexus ES Infiniti Q50 Sedan Audi A Kia Cadenza Lincoln MKS Chrysler Acura ILX Toyota Avalon Volvo S Acura TLX Cadillac ATS Sedan Near-Luxury Car Segment Infiniti Q40 Sedan Volkswagen CC * Convertibles and station wagons excluded Near-Luxury Altertive Powertrain (APT) Car 2016 Emotiol Loyalty Brand Lincoln MKZ Hybrid BMW i Toyota Avalon Hybrid Near-Luxury APT Car Segment Audi A3 e-tron BMW ActiveHybrid 3 Infiniti Q50 Hybrid Lexus CT 200h Mercedes B-Class

15 2016 Customer Love Index Report Cars 15 Luxury Car 2016 Emotiol Loyalty Brand Mercedes S-Class Sedan BMW 7-Series Sedan Audi A Hyundai Equus Lexus GS Audi A BMW 5-Series Sedan Lexus LS Jaguar XF Mercedes E-Class Sedan Jaguar XJ Cadillac CTS Sedan Cadillac XTS Luxury Car Segment Acura RLX Audi A8 Cadillac CT6 Sedan Infiniti Q70 Sedan Infiniti Q70L Kia K900 Mercedes Maybach Volvo S80 Luxury Multi-Function Car 2016 Emotiol Loyalty Brand Volvo XC BMW 3-Series Gran Turismo Volvo V Luxury Multi-Function Car Segment Audi allroad BMW 3-Series Sports Wagon BMW 5-Series Gran Turismo Mercedes E-Class Wagon Porsche Pamera

16 2016 Customer Love Index Report Cars 16 Specialty Coupe 2016 Emotiol Loyalty Brand Dodge Challenger MINI Cooper 4 Dr Hardtop MINI Cooper Clubman MINI Cooper 2 Dr Hardtop Ford Mustang Coupe Scion FR-S Volkswagen Beetle Hyundai Veloster MINI Cooper Countryman Volkswagen Golf GTI Scion tc Volkswagen Golf R Chevrolet Camaro Coupe Specialty Coupe Segment Fiat 500 Abarth Hatchback MINI Cooper Coupe MINI Cooper Hardtop MINI Cooper Paceman Subaru BRZ * Convertibles and station wagons excluded

17 2016 Customer Love Index Report Cars 17 Premium Coupe 2016 Emotiol Loyalty Brand Chevrolet Corvette Coupe BMW 4-Series Coupe Lexus RC BMW 4-Series Gran Coupe BMW 2-Series Coupe Jaguar F-Type Coupe Cadillac ATS Coupe Audi A5 Coupe Hyundai Genesis Coupe Nissan Z Coupe Premium Coupe Segment Audi R8 Coupe Audi RS 5 Coupe Audi TT BMW 6-Series Coupe BMW 6-Series Gran Coupe Cadillac CTS Coupe Cadillac ELR Dodge Viper Infiniti Q60 Coupe Mercedes AMG GT S Mercedes C-Class Coupe Mercedes CLS-Class Mercedes E-Class Coupe Mercedes S-Class Coupe Nissan GT-R Porsche 911 Coupe Porsche Cayman

18 2016 Customer Love Index Report Cars 18 Standard Convertible 2016 Emotiol Loyalty Brand Ford Mustang Convertible Mazda Miata MX Volkswagen Beetle Convertible Buick Cascada Standard Convertible Segment Chevrolet Camaro Convertible Fiat 500 Abarth Convertible Fiat 500 Convertible MINI Cooper Convertible MINI Cooper Roadster smart fortwo Cabriolet Volkswagen Eos Premium Convertible/Roadster 2016 Emotiol Loyalty Brand Audi A5 Cabriolet Chevrolet Corvette Convertible BMW 2-Series Convertible BMW 4-Series Convertible Mercedes SLK-Class Jaguar F-Type Convertible Mercedes E-Class Cabriolet Premium Convertible Segment Audi A3 Cabriolet Audi R8 Convertible Audi TT Roadster BMW 6-Series Convertible BMW Z4 Roadster Infiniti Q60 Convertible Lexus IS Convertible Mercedes SL-Class Nissan Z Convertible Porsche 911 Cabriolet Porsche Boxster

19 2016 Customer Love Index Report Trucks 19 Standard Pickup 2016 Emotiol Loyalty Brand Toyota Tacoma Chevrolet Colorado GMC Canyon Nissan Frontier Standard Pickup Segment Full-Size Pickup 2016 Emotiol Loyalty Brand Ford F Toyota Tundra GMC Sierra Chevrolet Silverado Ram Nissan Titan Full-Size Pickup Segment Heavy Duty Pickup 2016 Emotiol Loyalty Brand Nissan Titan XD Chevrolet Silverado 2500/ Ram 2500/ GMC Sierra 2500/ Ford F-250/ Heavy Duty Pickup Segment

20 2016 Customer Love Index Report Trucks 20 Entry SUV 2016 Emotiol Loyalty Brand Jeep Wrangler Unlimited Jeep Wrangler Jeep Cherokee Jeep Renegade Jeep Patriot Entry SUV Segment Nissan Xterra Entry CUV 2016 Emotiol Loyalty Brand Subaru Crosstrek Nissan Juke Subaru Forester Nissan Rogue Select Honda HR-V Ford Escape Buick Encore Kia Sportage Nissan Rogue Volkswagen Tiguan Toyota RAV Chevrolet Trax Mazda CX Mazda CX Mitsubishi Outlander Sport Fiat 500X Hyundai Tucson Honda CR-V Jeep Compass Entry CUV Segment

21 2016 Customer Love Index Report Trucks 21 Mid-Size SUV 2016 Emotiol Loyalty Brand Dodge Durango Toyota 4Runner Honda Pilot Ford Explorer Jeep Grand Cherokee Nissan Pathfinder Mid-Size SUV Segment Mid-Size CUV 2016 Emotiol Loyalty Brand Kia Sorento Ford Flex Ford Edge GMC Acadia Nissan Murano Hyundai Santa Fe Toyota Highlander Hyundai Santa Fe Sport GMC Terrain Chevrolet Equinox Chevrolet Traverse Dodge Journey Mid-Size CUV Segment Mazda CX-9 Mitsubishi Outlander Toyota Venza

22 2016 Customer Love Index Report Trucks 22 Full-Size Utility 2016 Emotiol Loyalty Brand Chevrolet Tahoe GMC Yukon XL Ford Expedition Toyota Sequoia GMC Yukon Chevrolet Suburban Nissan Armada Full-Size Utility Segment Altertive Powertrain (APT) Utility 2016 Emotiol Loyalty Brand Toyota Highlander Hybrid Subaru Crosstrek Hybrid Toyota RAV4 Hybrid APT Utility Segment

23 2016 Customer Love Index Report Trucks 23 Near-Luxury Utility 2016 Emotiol Loyalty Brand BMW X Audi Q Lexus RX BMW X BMW X Mercedes GLC-Class Lincoln MKC Mercedes GLA-Class Audi Q Lincoln MKX Lexus NX Buick Enclave Cadillac SRX Land Rover Range Rover Evoque 5-Door Infiniti QX Volvo XC Land Rover Discovery Sport Acura RDX Acura MDX Infiniti QX Near-Luxury Utility Segment Cadillac XT5 Infiniti QX70 Land Rover LR2 Land Rover Range Rover Evoque Coupe Mercedes GLK-Class Volkswagen Touareg

24 2016 Customer Love Index Report Trucks 24 Luxury SUV 2016 Emotiol Loyalty Brand Land Rover Range Rover Land Rover LR Land Rover Range Rover Sport Lexus GX Mercedes GLE-Class Volvo XC Infiniti QX Lincoln Navigator Luxury SUV Segment Cadillac Escalade Cadillac Escalade ESV Lexus LX Lincoln Navigator L Mercedes G-Class Toyota Land Cruiser Luxury CUV 2016 Emotiol Loyalty Brand Mercedes GLE-Class Coupe Porsche Macan BMW X Audi Q BMW X Mercedes GL-Class Luxury CUV Segment Lincoln MKT Mercedes GLS-Class Mercedes ML-Class Porsche Cayenne

25 2016 Customer Love Index Report Trucks 25 Minivan 2016 Emotiol Loyalty Brand Toyota Sien Kia Sedo Chrysler Town & Country Honda Odyssey Dodge Grand Caravan Minivan Segment Chrysler Pacifica Mazda5 Nissan Quest

26 2016 Customer Love Index Report Millennials 26 Standard Top 5 Mass-Market Pickup Vehicles 2016 Emotiol Loyalty Brand Nissan Juke Volkswagen Golf GTI Subaru Crosstrek Subaru Legacy Jeep Wrangler Unlimited Millennial Industry Score Top 5 Luxury Vehicles 2016 Emotiol Loyalty Brand Mercedes C-Class Sedan BMW 3-Series Sedan BMW X BMW X Infiniti Q50 Sedan Millennial Industry Score

PART NUMBER MAKE MODEL START YEAR END YEAR SUBMODEL SS025-4 ACURA MDX SS027-1 ACURA RDX SS025-5 ACURA RL (ALL MODELS)

PART NUMBER MAKE MODEL START YEAR END YEAR SUBMODEL SS025-4 ACURA MDX SS027-1 ACURA RDX SS025-5 ACURA RL (ALL MODELS) SS025-4 ACURA MDX 2001 2012 SS027-1 ACURA RDX 2007 2012 SS025-5 ACURA RL (ALL MODELS) 2005 2012 SS025-7 ACURA TL (ALL MODELS) 2004 2012 SS023-6 ACURA TSX 2004 2012 SS021-289 AUDI A3 2006 2013 SS023-11