2023GlobalAutomotiveConsumerStudy

Keyfindings:Globalfocuscountries

January2023

2023DeloitteGlobalAutomotiveConsumerStudy

2

Formorethanadecade,Deloittehasbeenexploring

automotiveconsumertrendsimpactingarapidlyevolving

globalmobilityecosystem.

KeyinsightsfromourGlobalAutomotiveConsumerStudyovertheyears:

2010

2011

2012

2014

2017

2018

2019

2020

2021

2022

Overallvaluerankedastheprimaryfactorwhen

evaluatingbrands

“Cockpittechnology”andtheshopping

experience-leddifferentiators

Interestinhybridsdrivenbycostandconvenience,

whileinterestinconnectivitycentersonsafety

Sharedmobilityemergesasanalternativetoowning

avehicle

Interestinfullautonomygrows,butconsumerswant

atrackrecordofsafety

Consumersinmanyglobalmarketscontinuetomove

awayfrominternalcombustionengines(ICE)

Consumers“pumpthebrakes”oninterestin

autonomousvehicles

Questionsremainregardingconsumers’willingness

topayforadvancedtechnologies

Onlinesalesgainingtraction,butmajorityof

consumersstillwantin-personpurchaseexperience

Interestinelectrifiedvehicles(EVs)grows,butworries

aboutprice,drivingrange,andchargingtimeremain

TheGlobalAutomotiveConsumerStudyinforms

Deloitte’spointofviewontheevolutionofmobility,

smartcities,connectivity,transportation,andother

issuessurroundingthemovementofpeopleandgoods.

2023DeloitteGlobalAutomotiveConsumerStudy

3

FromSeptemberthroughOctober2022,Deloittesurveyed

morethan26,000consumersin24countriestoexplore

opinionsregardingavarietyofcriticalissuesimpacting

theautomotivesector,includingconsumerinterestinEV

adoption,brandperception,andtheadoptionofconnected

technologies.Thegoalofthisannualstudyistoanswer

importantquestionsthatcanhelpcompaniesprioritizeand

betterpositiontheirbusinessstrategiesandinvestments.

TheshifttoEVsishappening,butisitmovingfastenoughinsomemarkets?

ConsumerinterestinEVsisgrowingasconsumers,pressuredbyhyper-in?ationaryconditions,looktolowertheiroperatingcosts.However,individualmarketsface

di?erentchallengestomaintainforwardmomentum.A?ordability,rangeanxiety,

andbatterysafetyconcernsremainassigni?cantbarrierstoadoption.

Anunintendedbene?tofthevehicleinventorycrisis

Productqualitystilltopsthelistoffactorsdrivingconsumerdecisionswhenitcomestowhichvehiclebrandtobuy,butexpectationsregardingtheacceptablelengthoftimetowaitfordeliverymaybestartingtostretchoutasalastingby-productoftheinventorycrisis,potentiallyopeningthedoortoanew“build-to-order”paradigm.

Dealersengenderthemosttrustamongconsumers

Whenaskedwhotheytrustmost,amajorityofsurveyedconsumersacrossglobal

marketspointtotherelationshiptheyhavewitheithertheirsellingorservicing

dealer,signalingtheimportantroledealersplayintheautomotivevaluechainand

akeyconsiderationintheconversationarounddirect-to-consumersales.

Subscriptionstoconnectedvehicleservicescouldbeachallenge

Consumerinterestinconnectedvehiclefeaturesthatprovideupdatesregarding

tra?ccongestion,roadsafety,andvehiclehealthstatusarerelativelyhigh,but

peoplewouldmuchratherpayforconnectedtechnologiesaspartoftheupfront

costofthevehicleoronaperusebasiscomparedtoasubscription.

1ication

2023DeloitteGlobalAutomotiveConsumerStudy

5

Theglobalshifttoelectrifiedvehiclesishappeningatverydifferentspeedsdependingontheindividualmarket.Interestinhybridtechnologyalsocontinuestooutstripfullbatteryelectricvehicles(BEVs)inmostcountries

exceptChina.

Preferencefortypeofengineinnextvehicle

US

India

SoutheastAsia

Germany

China

Rep.ofKorea

Japan

62%

20%

8%8%3%

53%

12%

20%

8%6%

17%

15%

51%

13%3%

15%

12%

16%

7%

51%

14%

12%

27%

1%

45%

27%

13%

17%

6%

38%

36%

12%

36%

13%4%

Gasoline/diesel(ICE)Hybridelectric(HEV)Plug-inhybridelectric(PHEV)Batteryelectric(BEV)Other

ICE(2022)

69%

58%

66%

49%

58%

37%

39%

Note:Otherincludesvehicleswithenginetypessuchascompressednaturalgas,ethanol,andhydrogenfuelcells;“don’tknow”responsesweren’tconsidered.

Q40:Whattypeofenginewouldyoupreferinyournextvehicle?

Samplesize:n=703[China];1,128[Germany];948[India];567[Japan];806[RepublicofKorea];5,089[SoutheastAsia];1,766[US]

Notethroughout:Sumofthevaluesinselectedchartsmaynotaddto100%duetorounding.

Despitegovernmentmessagingaroundtheneedtoaddressclimatechange,theshifttoEVsisprimarilybasedonastrongconsumerperceptionthatitwillsignificantlyreducevehicleoperatingcosts.

TopreasonstochooseanEVasnextvehicle

Factors

China

Germany

India

Japan

Rep.of

Korea

Southeast

Asia

US

Lowerfuelcosts

2

1

1

1

1

1

1

Betterdrivingexperience

1

4

2

3

3

2

2

Concernaboutclimatechange

8

2

5

7

7

6

3

Lessmaintenance

7

5

3

6

4

3

4

Governmentincentives/subsidies/stimulusprograms

6

3

7

2

2

5

5

Potentialforextrataxes/leviesappliedtointernalcombustionvehicles

5

6

8

5

5

8

6

Concernaboutpersonalhealth

4

7

6

8

8

7

7

Abilitytousethevehicleasabackupbattery/powersource(e.g.,forhome)

3

8

4

4

6

4

8

Peerpressure

9

9

9

9

9

9

9

Topreason

Q41:Pleaserankthefollowingfactorsintermsoftheirimpactonyourdecisiontoacquireanelectrifiedvehicle(highesttolowest).

Samplesize:n=374[China];478[Germany];384[India];345[Japan];453[RepublicofKorea];2,305[SoutheastAsia];618[US]

6

2023DeloitteGlobalAutomotiveConsumerStudy

Afocusonbuildingpublicchargingcapacityisneededtoaddressconcernsoverrangeanxiety,but

therealityofday-to-dayusagemeansmostpeoplewillchargetheirEVsathome.However,thisraises

questionsaroundtheavailabilityofhomechargersindenselypopulated,urbanenvironments.

Expectingtochargeelectrifiedvehiclemostoftenat…

1%

16%

7%

11%

16%

25%

27%

28%

26%

13%

19%

2%

10%

15%

14%

77%

75%

65%

65%

72%

57%

60%

US

Home

Work

Japan

Germany

On-street/publicchargingstation

Other

China

SoutheastAsia

India

Rep.ofKorea

Q43:Wheredoyouexpecttochargeyourelectrifiedvehiclemostoften?

Samplesize:n=273[China];313[Germany];191[India];141[Japan];239[RepublicofKorea];1,446[SoutheastAsia];273[US]

Retrofittinghomechargersinsomemarketsmaybeasignificantchallenge,buttheremaybean

opportunitytoengageconsumersinmarketswheretheprimarybarriertohomechargingiscost.

MainreasonnottochargeanEVathome

Japan

Germany

Rep.ofKorea

SoutheastAsia

India

US

China

3%

63%

13%

23%

17%

22%

6%

10%

45%

19%

37%

12%

30%

2%

28%

13%

38%

19%

2%

9%

19%

22%

49%

19%

16%

22%

3%

40%

11%

10%

55%

23%

NopossibilitytoinstallNotinterestedininstallingCostofinstallingisprohibitiveNotsurehowtoinstallOther

Q45:Whatisthemainreasonyoudonotintendtochargeyourelectrifiedvehicleathome?

Samplesize:n=96[China];78[Germany];77[India];40[Japan];103[RepublicofKorea];510[SoutheastAsia];63[US]

7

9%

24%

29%

39%

4%

51%

7%

38%

45%

11%

44%

6%

11%

19%

22%

10%

10%

27%

10%

10%

61%

62%

51%

2023DeloitteGlobalAutomotiveConsumerStudy

AvailabilityofrenewablepowerisimportantforEVintendersinsomeglobalmarketsasquestions

remainaroundgridcapacitytosupporttheshiftawayfromfossilfuelsformobility.

HowEVintendersplantochargetheirvehicleathome

2%

50%

9%

40%

Rep.ofKorea

Regularpowergrid

US

Japan

Alternativepowersource(e.g.solar)

ChinaSoutheastAsia

BothDon’tknow

Germany

India

Q44:Howdoyouintendtochargeyourelectrifiedvehicleathome?

Samplesize:n=177[China];235[Germany];114[India];101[Japan];136[RepublicofKorea];936[SoutheastAsia];210[US]

MakingiteasyforEVownerstopayforpublicchargingiscriticallyimportantforoveralladoptionandmaybeakeydifferentiatorfornetworkoperatorstryingtosolidifytheirpositioninahyper-competitivespace.

MostpreferredwaytopayforpublicEVcharging

Paymentmethods

China

Germany

India

Japan

Rep.ofKorea

SoutheastAsia

US

Credit/debitcard

17%

47%

28%

51%

57%

31%

56%

Smartphoneapp

53%

40%

45%

36%

32%

52%

25%

Pre-paidsubscriptionplan

9%

7%

15%

8%

4%

9%

9%

Loyaltypoints

21%

5%

12%

4%

8%

7%

9%

Other

0%

1%

0%

1%

0%

1%

1%

Mostpreferredmodeofpayment

Q49:HowwouldyoumostprefertopayforpublicEVcharging?

Samplesize:n=374[China];478[Germany];384[India];345[Japan];453[RepublicofKorea];2,305[SoutheastAsia];618[US]

8

39%20%4%6%12%5%15%

30%22%3%3%17%7%17%

24%20%7%7%10%6%25%

18%36%7%7%15%4%15%

24%

24%

10%

19%

11%

4%

8%

13%

30%

19%

30%

1%

20%

12%

27%

30%

2%16%31%34%14%2%1%

6%3%2%

5%2%

2023DeloitteGlobalAutomotiveConsumerStudy

Whenforcedtochargeonthego,surveyedconsumerswouldmostprefereitheradedicatedEVservicestationoratraditionalgasstationequippedwithchargers,butasignificantnumberofpeoplesurveyedinGermanyandtheUSsimplywantaccesstochargingwhentheyneeditregardlessoflocation.

Expectingtochargeelectrifiedvehiclemostoftenat…

China

SoutheastAsia

India

Rep.ofKorea

US

Japan

Germany

16%

5%

8%

9%

11%

7%

43%

10%

21%

11%

4%

13%

8%

33%

DedicatedEVservicestation

Retailoutlet/mall

Anylocationwithacharger

TraditionalgasstationwithEVchargersParkinglot

Other

VehicledealershipOn-streetparking

*On-streetparkingincludescommunity/publicbuildings,hotels,etc.

Q46:WhichofthefollowingpubliclocationsmakesthemostsensetochargeyourEVwhenyouareawayfromhome?

Samplesize:n=374[China];478[Germany];384[India];345[Japan];453[RepublicofKorea];2,305[SoutheastAsia];618[US]

TheassumptionthatEVchargetimesneedtobeonparwithfossilfuelfill-upsmaybesomewhatoverstatedassurveyedconsumersinmostmarketsarewillingtowaitsubstantiallylongerthan10minutestorefuel.

ExpectedwaittimetochargeanEVatpublicchargingstationsfromemptyto80%

SoutheastAsia

US

Japan

Rep.ofKorea

India

Germany

China

10%21%28%22%10%3%6%

8%

26%

36%

18%

6%3%

2%

6%

26%

26%

30%

7%4%

2%

3%10%31%28%13%9%7%

10to20minutes91to120minutes

Lessthan10minutes61to90minutes

41to60minutes

21to40minutes

Morethan120minutes

Q47:HowlongwouldyouexpectittotaketochargeyourEVfromemptyto80%atapubliccharginglocation?

Samplesize:n=374[China];478[Germany];384[India];345[Japan];453[RepublicofKorea];2,305[SoutheastAsia];618[US]

9

38%

14%

47%

39%

16%

44%

16%

23%

24%

30%

16%

10%

16%

8%

68%

67%

63%

60%

2023DeloitteGlobalAutomotiveConsumerStudy

Withconsumersreadytospendasignificantamountoftimeatchargingstations,serviceproviders

canfocusonamenitiessuchasWi-Ficonnectivity,beverages,andrestrooms.

Typeofamenitiesthatthesurveyedconsumerswanttohaveaccesstowhiletheirvehicleischargingata

publiclocation

Amenities

China

Germany

India

Japan

Rep.ofKorea

SoutheastAsia

US

Wi-Ficonnectivity

52%

60%

62%

61%

53%

72%

64%

Washrooms

50%

61%

62%

34%

57%

70%

60%

Co?ee/beverages

43%

55%

63%

68%

71%

76%

56%

Snacks/lightmeals

36%

35%

56%

44%

45%

60%

48%

Lounge/sittingarea

52%

30%

52%

58%

49%

60%

46%

Full-servicerestaurant

40%

23%

42%

23%

9%

47%

31%

Privatemeetingroom

16%

5%

29%

16%

5%

20%

12%

Topchoice

Q48:Whattypeofamenitieswouldyouwanttohaveaccesstowhileyourvehicleischargingatapubliclocation?

Samplesize:n=374[China];478[Germany];384[India];345[Japan];453[RepublicofKorea];2,305[SoutheastAsia];618[US]

Inascenariowhereanenvironmentallysustainable,syntheticfuelforuseintraditionalcombustionengineswascommerciallyavailable,asignificantnumberofsurveyedEVintenderswouldrethinktheirdecision.

PercentageofconsumerswhowouldrethinktopurchaseanEVifanenvironmentallysustainable,syntheticfuelalternativeisavailablefortraditional(ICE)engines

36%

15%

49%

China

YesNo

IndiaSoutheastAsia

Maybe

Rep.ofKorea

Germany

Japan

US

Q42:Inascenariowhereanenvironmentallysustainable,syntheticfuelalternative(i.e.,carbon-neutralgas)thatwouldworkintraditionalinternalcombustionengineswasreadilyavailable,wouldyourethinkyourdecisiontopurchaseanEV?

Samplesize:n=374[China];478[Germany];384[India];345[Japan];453[RepublicofKorea];2,305[SoutheastAsia];618[US]

2023DeloitteGlobalAutomotiveConsumerStudy

10

7%22%30%24%9%8%

6%19%26%20%12%17%

7%22%34%24%11%

1%

7%14%26%17%15%21%

4%7%16%23%22%28%

2%

6%

9%

16%

22%

18%

10%

19%

ExpectationsforBEVdrivingrangevarysignificantlybyglobalmarketas41%ofsurveyed

consumersinIndiawant400kmormore,whereas79%ofconsumersinGermanysaidthesame.

ConsumerexpectationsonBEVdrivingrange

India

SoutheastAsia

China

Japan

Rep.ofKorea

Germany

6%

13%

26%

23%

30%

300kmto399km600kmormore

200kmto299km500kmto599km

Lessthan200km

400kmto499km

Consumerexpectations

onBEVdrivingrangeinUS

Lessthan

100miles

100milesto

199miles

200milesto

299miles

300milesto

399miles

400milesto

499miles

500milesto

599miles

600miles

ormore

Q52:Howmuchdrivingrangewouldafullychargedall-batteryelectricvehicleneedtohaveinorderforyoutoconsideracquiringone?

Samplesize:n=516[China];1,103[Germany];879[India];597[Japan];757[RepublicofKorea];4,578[SoutheastAsia];1,746[US]

WiththeexceptionofChina,whereBEVbatterysafetyistopofmind,surveyedconsumersaregenerallymostconcernedaboutchargingtime,alackofaffordability,andrangeanxiety(vehicle+charging

infrastructure).

Greatestconcernregardingallbattery-poweredelectricvehicles

Concern

China

Germany

India

Japan

Rep.of

Korea

SoutheastAsia

US

Cost/pricepremium

19%

44%

36%

50%

38%

43%

52%

Drivingrange

29%

57%

32%

43%

36%

43%

48%

Timerequiredtocharge

30%

45%

36%

50%

49%

49%

47%

Lackofpublicelectricvehiclecharginginfrastructure

29%

47%

43%

46%

42%

54%

46%

Lackofachargerathome

15%

45%

31%

47%

27%

36%

40%

Coldweatherperformance

28%

34%

35%

27%

39%

31%

33%

Ongoingchargingandrunningcosts

27%

26%

29%

32%

29%

40%

33%

Safetyconcernswithbatterytechnology

32%

30%

40%

30%

46%

40%

30%

Lackofsustainability(i.e.,batterymanufacturing/recycling)

29%

32%

36%

24%

24%

33%

30%

Increasedneedtoplantrips

16%

23%

24%

10%

12%

25%

27%

Lackofalternatepowersource(e.g.,solar)athome

17%

26%

33%

25%

19%

34%

23%

LackofknowledgeaboutEVs/EVtechnology

20%

13%

33%

21%

18%

34%

22%

Potentialforextrataxes/leviesassociatedwithBEVs

19%

10%

27%

15%

20%

25%

20%

Uncertainresalevalue

16%

20%

22%

16%

23%

25%

15%

Lackofchoice

13%

13%

25%

10%

11%

19%

14%

Mostcommonlycited

Note:Sumofthepercentagesexceed100%asrespondentscanselectmultipleoptions.

Q51:Whatareyourbiggestconcernsregardingallbattery-poweredelectricvehicles?Pleaseselectallthatapply.

Samplesize:n=707[China];1,278[Germany];957[India];670[Japan];893[RepublicofKorea];5,264[SoutheastAsia];1,881[US]

2

intentions

Futurevehicle

12

1%

2%

2023DeloitteGlobalAutomotiveConsumerStudy

ExceptforJapan,wherevehiclefeaturesarethedrivingforcebehindchoosingabrand,consumers

relyonaperceptionofproductqualitywhenmakingapurchasedecision.

Mostimportantfactorsdrivingthechoiceofbrandfornextvehicle

DriversofbrandchoiceChinaGermanyIndiaJapanRep.ofKorea

Southeast

Asia

US

Productquality

48%54%62%

47%

55%71%61%

Vehiclefeatures31%32%48%

50%

33%52%38%

Vehicleperformance(e.g.,fuele?ciency,batteryrange)17%20%41%42%45%45%37%

Qualityofoverallownershipexperience31%29%35%9%21%36%36%

Brandfamiliarity36%35%37%19%26%34%31%

Price6%31%22%42%23%32%31%

Previoussalesexperience13%40%29%20%24%21%24%

Previousserviceexperience28%21%28%21%13%27%21%

Brandimage(i.e.,environmentalism,purpose,sustainability)36%18%46%23%27%39%17%

Availabilityofbatteryelectricvehicles/hybridoptions19%12%34%16%19%25%15%

Brandadvertising29%8%31%9%11%21%11%

Branda?liations(e.g.,sponsorships,partners)23%5%26%4%6%15%7%

Mostcommonlycited

Q35:Whatarethemostimportantfactorsdrivingthechoiceofbrandforyournextvehicle?(Pleaseselectallthatapply.)

Samplesize:n=707[China];1,278[Germany];957[India];670[Japan];893[RepublicofKorea];5,264[SoutheastAsia];1,881[US]

Thecurrentinventorycrisismaybetrainingconsumerstoexpectlongerwaittimesfordeliveryofanewvehicle,potentiallyopeningthedoortoamore'build-to-order'retailparadigm.

Acceptablelengthoftimetowaitfordeliveryofnextvehicle

US

China

SoutheastAsia

India

Germany

Japan

Rep.ofKorea

18%26%31%17%4%3%

16%32%35%13%2%

14%32%34%14%3%

10%26%39%16%5%3%

5%15%32%32%11%4%

3%10%31%30%12%15%

3%11%30%25%16%15%

Lessthanoneweek1-2weeks3-4weeks5-12weeks13-24weeks25weeksormore

Q37:Inyouropinion,whatisanacceptablelengthoftimetowaitfordeliveryofyournextvehicleifitmeantyougotexactlywhatyouwanted(i.e.,features,color,etc.)?

Samplesize:n=707[China];1,278[Germany];957[India];670[Japan];893[RepublicofKorea];5,264[SoutheastAsia];1,881[US]

2023DeloitteGlobalAutomotiveConsumerStudy

13

Whenitcomestovehiclepurchaseexperienceexpectations,surveyedconsumersinmostmarkets

placethegreatestemphasisongettingagooddealwithtransparentpricing.

Mostimportantaspectsofthepurchaseexperience

Aspectofvehiclepurchaseexperience

China

Germany

India

Japan

Rep.ofKorea

SoutheastAsia

US

Gettingagooddeal

33%

66%

40%

65%

52%

49%

57%

Transparentpricing

29%

37%

36%

47%

63%

46%

45%

Physicalinteractionwiththevehicle(i.e.,testdrive)

34%

36%

40%

51%

26%

41%

42%

Lowerpressureexperience

18%

27%

14%

12%

13%

14%

29%

Gettingallmyquestionsanswered

29%

33%

30%

16%

12%

29%

28%

Convenientlocation

21%

25%

21%

19%

23%

20%

23%

Tobeo?ereddi?erent?nancingandusage-basedmodels

26%

20%

26%

13%

22%

24%

17%

Makinggooduseofmytime

24%

11%

24%

14%

15%

16%

16%

Abilitytocompleteallorsomeoftheprocessonline

25%

11%

29%

11%

13%

18%

16%

Buildingtrustinthesalesperson

26%

23%

17%

31%

18%

18%

14%

Havingaresourceforpost-purchaseneeds

36%

11%

22%

19%

42%

26%

13%

Mostcommonlycited

Note:Sumofthepercentagesexceed100%asrespondentscanselectmultipleoptions.

Q59:Whenlookingtoacquireyournextvehicle,whatarethetopthreemostimportantaspectsofthepurchaseexperience?

Samplesize:n=707[China];1,278[Germany];957[India];670[Japan];893[RepublicofKorea];5,264[SoutheastAsia];1,881[US]

AsOEMslookateverypotentialprofitpoolgoingforward,includingofferingtheirowninsuranceproducts,surveyedconsumersinseveralmarketsaresignalingasignificantlevelofinterestbasedontheperception

thatitwillbeconvenientandcost-effective.

Percentageofsurveyedconsumerswhowouldbeinterestedinpurchasinginsurancedirectlyfromthemanufacturer

India

China

SoutheastAsia

Rep.ofKorea

US

Japan

Germany

82%

76%

71%

43%

36%

34%

27%

US

Rep.ofKorea

India

China

SoutheastAsia

Germany

Japan

Forthoseconsumerswhoareinterestedinpurchasinginsurancedirectlyfromthemanufacturer,primarybenefitsare…

40%

45%

15%

35%

21%

44%

43%

17%

40%

20%

37%

43%

34%

23%

43%

33%

50%

16%

38%

38%

23%

CostsavingsConvenienceStreamlinedpurchaseprocessOther

Q60:Thenexttimeyouacquireavehicle,howinterestedwouldyoubeinpurchasinginsurancedirectlyfromthevehiclemanufacturer?;Q61:Whatdoyouexpecttheprimarybenefitofbuyinginsurancedirectlyfromthemanufacturertobe?

Samplesize:nforQ60=707[China];1,278[Germany];957[India];670[Japan];893[RepublicofKorea];5,264[SoutheastAsia];1,881[US];nforQ61=535[China];342[Germany];783[India];231[Japan];388[RepublicofKorea];3,750[SoutheastAsia];684[US]

3ilrid

15

Aftermarket

Cost

Trust

Convenience

Qualityof

work

Customerexperience

20%

19%

18%

27%

16%

27%

29%

8%

19%

14%

13%

28%

20%

23%

16%

43%

15%

25%

8%

7%

24%

29%

13%

28%

6%

23%

20%

16%

32%

8%

34%

19%

15%

23%

9%

2023DeloitteGlobalAutomotiveConsumerStudy

ApreferencefornewvehicledealersasprimaryserviceprovidersismorepronouncedinIndia,Japan,andChinacomparedtoGermanyandtheUS,whereaftermarketplayersclaimagreatershareofthevehicleservicemarket.

Preferredvehicleserviceprovider

India

Japan

China

SoutheastAsia

Rep.ofKorea

Germany

US

20%

3%

77%

21%

74%

3%1%

24%

3%

73%

31%

66%

3%

39%

1%

59%

46%

50%

5%

38%

12%

2%

49%

Authorized/newvehicledealerIndependent/aftermarketfacilityDoityourself(DIY)Other

Q24.Wheredoyounormallyserviceyourvehicle?

Samplesize:n=813[China];1,193[Germany];847[India];575[Japan];773[RepublicofKorea];4,401[SoutheastAsia];1,789[US]

Surveyedconsumersservicetheirvehicleatadealershipmainlyduetoaperceptionofworkqualityandtrustitengenders,whiletheprimaryreasonforservicingatanaftermarketprovidervariessignificantlybymarket.

Reasonsforchoosingvehicleserviceprovider(bypreferredprovider)

Dealer

Cost

Trust

Convenience

Qualityofwork

Customerexperience

China

8%

21%

15%

40%

16%

Germany

9%

30%

7%

34%

17%

India

7%

28%

10%

41%

13%

Japan

11%

54%

13%

10%

7%

RepublicofKorea

12%

34%

13%

34%

7%

Southeast

Asia

8%

34%

13%

34%

11%

United

States

12%

23%

11%

36%

14%

Primaryreasonforchoice

Q25:Whatisthemostimportantreasonforyourpreferredchoiceofvehicleserviceprovider?

Samplesize:n=790[China];1,136[Germany];819[India];550[Japan];762[RepublicofKorea];4,268[SoutheastAsia];1,551[US]

2023DeloitteGlobalAutomotiveConsumerStudy

16

Consumersacrossmarketsmosttrustthedealerwheretheyoriginallyacquiredornormallyservicetheirvehicle,signalingtheimportantroledealersplayinmaintainingcustomerrelationships.

Consumerssurveyedhavethemosttrustedrelationshipwith…

2%

3%

40%

17%

38%

6%

35%

23%

36%

8%

36%

25%

32%

1%

5%

37%

29%

28%

9%

5%

31%

28%

27%

4%

2%

41%

29%

24%

2%

29%

45%

23%

2%

Rep.ofKoreaChinaIndiaSoutheastAsiaUSGermanyJapan

Manufacturer/brandofvehicleIcurrentlyown

DealershipwhereInormallyservicemyvehicle

Other

DealershipwhereIaquiredvehicle

Lender/leasingcompany

Q27:Withwhomdoyouhavethemosttrustedrelationship?

Samplesize:n=813[China];1,193[Germany];847[India];575[Japan];773[RepublicofKorea];4,401