2015 J.D. Power Vehicle Dependability Study (VDS)

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1 2015 J.D. Power Vehicle Dependability Study (VDS) J.D. Power Vehicle Dependability Study is an annual U.S. market based study that provides insight into the reliability and durability of brands and models after three years of ownership. The study measures problems experienced during the last 12 months among original purchasers and lessees of 2012 model-year vehicles: Personal-use vehicles only Vehicles purchased between September 2011 and February ,372 total respondents Overall dependability is determined by problems per 100 vehicles (PPH), with a lower score reflecting higher quality Study was redesigned for 2015 Results not comparable to prior years 1

2 Problems per Hundred Above Industry Average 2015 VDS Brand Ranking Problems per Hundred Below Industry Average Lexus Buick Toyota Cadillac Honda Porsche Lincoln Mercedes-Benz Scion Chevrolet GMC Acura Nissan Ram Audi Mazda Mitsubishi Infiniti BMW Industry Average Subaru Kia Volkswagen Chrysler Volvo Ford Hyundai Dodge MINI Jeep Land Rover Fiat *Jaguar

3 2015 Segment Leaders Small Car Scion xd Toyota Yaris Honda Fit Chevrolet Sonic (7 of 8) Small SUV Compact Car Compact Multi- Purpose Vehicle Compact Sporty Car Compact SUV Kia Sportage Hyundai Tucson Jeep Patriot Toyota Corolla Nissan LEAF Honda Civic Scion xb Mazda MAZDA5 Toyota Prius v Scion tc Volkswagen Eos MINI Cooper GMC Terrain Toyota FJ Cruiser Toyota RAV Buick Verano (4 of 18) 119 Chevrolet Volt (6 of 18) 140 Chevrolet Cruze (8 of 18) Chevrolet Equinox (4 of 11) PPH 3

4 2015 Segment Leaders Lexus ES 79 Compact Premium Car Lincoln MKZ Lexus CT Cadillac CTS (4 of 16) Compact Premium SUV Mercedes-Benz GLK-Class Acura RDX BMW X Chevrolet Malibu 85 Midsize Car Nissan Altima 101 Toyota Camry Buick Regal (5 of 13) Midsize Pickup Honda Ridgeline Nissan Frontier Toyota Tacoma GMC Canyon (4 of 5) 138 Chevrolet Colorado (5 of 5) Midsize Sporty Car Chevrolet Camaro Ford Mustang PPH 4

5 2015 Segment Leaders Midsize SUV Nissan Murano 98 Buick Enclave 106 Toyota Highlander 111 Toyota Venza Chevrolet Traverse (5 of 20) 195 GMC Acadia (18 of 20) Minivan Toyota Sienna Honda Odyssey Midsize Premium Car Mercedes-Benz E-Class Lincoln MKS Infiniti M Midsize Premium Sporty Car Not an award segment Chevrolet Corvette 135 Midsize Premium SUV Lexus GX Lexus RX Cadillac SRX PPH 5

6 2015 Segment Leaders Large Car Buick LaCrosse Toyota Avalon Ford Taurus Chevrolet Impala (5 of 7) Large SUV GMC Yukon Chevrolet Tahoe Chevrolet Suburban Large Heavy Duty Pickup Chevrolet Silverado HD GMC Sierra HD Large Light Duty Pickup GMC Sierra LD Chevrolet Silverado LD Ram 1500 LD Chevrolet Avalanche (4 of 6) Large Premium SUV Not an award segment N/A # Cadillac Escalade EXT 142 Cadillac Escalade* PPH *Small Sample Size # Insufficient Sample 6

7 2015 VDS Industry Highlights Industry Results The industry average is 147 PPH. The most frequently reported problems are Exterior, Engine/Transmission, and Audio/Communication/Entertainment/Navigation (ACEN) Five highest-ranking brands are Lexus, Buick, Toyota, Cadillac and Honda Lexus leads all brands for a fourth consecutive year with 89 PPH Award Winners (rank 1 st in their segment): GM - 7, down 1 from last year: Chevrolet Malibu (Midsize Car), Chevrolet Camaro (Midsize Sporty), Chevrolet Silverado HD (Large Heavy Duty Pickup), Buick Lacrosse (Large Car), GMC Terrain (Compact SUV), GMC Yukon (Large SUV), GMC Sierra LD (Large Light Duty Pickup) Toyota - 7 Daimler - 2 Honda - 1 Hyundai - 1 Nissan - 1 All Others - 0 7

8 GM Results 2015 VDS GM Highlights GM remains at 4 th rank overall for the second year in a row GM improves year over year from 3% in 2014 to 17% better than average in 2015 All four brands are in the Top 10 Durability index of 75 vs Global Quality scorecard target of 63 for GMNA (Toyota index = 82) Six additional models rank in the Top 3 of their segments GM has three of the 10 highest ranked models in the study: GMC Sierra LD, Chevrolet Malibu, and GMC Terrain 8

9 GM Results Continued 2015 VDS GM Highlights GM has the lowest component replacement among manufacturers. Buick and Cadillac have the lowest and second best replacement rates among all nameplates, excluding wear items HVAC performance is the largest gap to industry average at 1.7 PPH. The highest contributors for HVAC issues are the Colorado, Cruze, Acadia and SRX Powertrain reduces the gap to industry average from 7.1 PPH to 0.6 PPH, but remains an opportunity compared to Toyota ACEN category is best against industry average due to limited penetration of technology 9

10 Chevrolet 2015 VDS GM Brand Highlights Chevrolet improves to 10th from 13th with 123 PPH (previously 132 PPH) Chevrolet outperforms the industry average by 24 PPH Camaro ranks 1st in its segment for three consecutive years (101 PPH). Interior quality is a competitive advantage as well as driveability Sonic (launched in 2012) has the largest drag of all GM models (206 PPH) Cruze ranks near the bottom of its segment (140 PPH). HVAC performance was the biggest drag with 10.3 PPH Buick Buick improves to 2nd from 5th ranking with 110 PPH (previously 112 PPH) Buick outperforms industry average by 37 PPH Buick is the leading Non-Premium brand Regal remains near the bottom of its segment (135 PPH) 10

11 2015 VDS GM Brand Highlights GMC GMC improves to 10th from 16th ranking with 123 PPH (previously 133 PPH) Acadia degrades 24 PPH, which hurts the GMC brand Sierra LD is ranked the most reliable truck in the industry Cadillac Cadillac ranks 4th down from 3rd with 114 PPH (previously 107 PPH) Despite decline, Cadillac still outperforms premium average of 129 PPH Escalade slight drag with a 142 PPH (small sample size) 11

12 12 CUSTOMER EXPERIENCE INVOLVES THE TOTAL ENTERPRISE Initial Quality Product Excellence

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