Lexus Ranks Highest in Vehicle Sales Satisfaction in Japan, Reports J.D. Power Asia Pacific

TOKYO: 22 October 2007 — Lexus ranks highest in customer satisfaction with the vehicle sales process in Japan, according to the J.D. Power Asia Pacific 2007 Japan Sales Satisfaction Index (SSI) StudySM released today.

Now in its sixth year, the study measures customer satisfaction with the sales process at automotive dealerships based on four factors that contribute to overall satisfaction. In order of importance, they are: salesperson; facility and staff demeanor; finance and insurance process; and delivery.

Included in the ranking for the first time in 2007, Lexus ranks highest with an overall SSI score of 121 points, performing particularly well in each of the four factors examined to determine satisfaction.

Mercedes-Benz follows Lexus in the ranking, recording considerable improvement over 2006 results (99 in 2006 versus 109 in 2007). Mercedes-Benz improves primarily in satisfaction among new customers whose previous vehicle was not a Mercedes-Benz and performs particularly well in both the salesperson, and facility and staff demeanor factors.

Following Mercedes-Benz in the ranking are BMW (108), Honda (107) and Subaru (106). Since 2002, Honda has maintained high positioning in the rankings compared with other Japanese domestic brands. Additionally, Subaru has achieved considerable improvement in overall SSI since the 2006 study with a 6-point increase in 2007.

The study finds that overall satisfaction with the sales process has steadily improved across the industry since the study’s inception in 2002. In 2007, satisfaction also increases slightly to 104 points—an increase of one point from 2006. Additionally, the percentage of customers who primarily go into the dealership to conduct the sales process has steadily increased since 2003 (66%). In 2007, 84 percent of customers report going to the dealership, compared to only 14 percent of customers who conduct the sales process from either work or home.

“It is interesting to note that 81 percent of customers who visit the dealership are accompanied by another person, such as a spouse or child,” said Akira Yamamoto, senior associate of the automotive industry group at J.D. Power Asia Pacific. “We find that it is not only important for the salesperson to give their full attention to the buyer, but also to the individual accompanying them, as this has a considerable impact on overall satisfaction. Among the 38 percent of new-vehicle buyers who said the salesperson paid full attention to the person that accompanied them, overall satisfaction is nearly 20 points higher than the industry average.”

The 2007 Japan Sales Satisfaction Index (SSI) Study includes responses from 5,444 vehicle owners and covers 14 brands. The fieldwork for the study was conducted in July and August 2007.

About J.D. Power Asia Pacific
J.D. Power Asia Pacific, established in 1990, conducts customer satisfaction research and provides consulting services in the automotive, information technology and finance industries. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at http://www.jdpower.co.jp/

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’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 2006 were $6.3 billion. Additional information is available at http://www.mcgraw-hill.com/.

Media Relations Contacts:
Syvetril Perryman
J.D. Power and Associates

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