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Strategic Vision’s 2012 Total Quality Index Finds VW Leads in Quality, Toyota in Fewest Problems

August 30, 2012

Strategic Vision has announced the results of its 2012 Total Quality Index study, which measures the number of reported problems with specific vehicles and whether vehicles meet customers’ quality expectations.

Toyota took the top spot for the lowest number of reported problems, with only 17% of owners noting they encountered issues. Toyota had the lowest “Problem Impact Measure” (PIM) score, at 4.29. Strategic Vision stated this metric examines problem reports, the nature of the problem, i.e. whether it’s serious, moderate, or minor and the nature of problems unresolved by dealers.

Volkswagen earned the top spot for Strategic Vision’s Total Quality metric, i.e. how well a vehicle meets a customer’s expectations. Ford and Chrysler tied for second place in the Total Quality rankings.

"When measuring quality, the complete experience must be part of the calculation and include all the perceptions that influence how people make their decision," said Strategic Vision President Alexander Edwards. "For instance, even when ‘just' counting problems, perception is involved. One buyer may overlook what another may report. With Total Quality, we factor in all the perceptions that are proven to create the impression of Total Quality; this is ultimately how people think about vehicles and spend money.”

Notable vehicles in the study include VW’s Golf, Eos, and Tiguan, and Audi’s A4 and A8. Vehicles from Ford the study noted include the F-150, Flex, and F-250/350.

The report also noted that the most improved corporation in terms of quality is Chrysler Group. Total Quality winners from Chrysler Group were the Dodge Charger and redesigned Jeep Grand Cherokee.

Other notable brands include Honda, with a good Problem Impact Measure score. It led in three segments, with the Accord Crosstour, Odyssey and [five-time] Standard Truck Segment winner Ridgeline.

The full list of vehicles and their respective scores is below. 

SegmentWinner(s)TQI Score
Small CarFiat 500 Hatchback869
Small Multi-FunctionVolkswagen Golf874
Mid-Size CarChevrolet Volt913
Mid-Size Multi-FunctionHonda Accord Crosstour879
Large CarDodge Charger911
Near-Luxury CarAudi A4 Sedan917
Luxury CarAudi A8 Sedan942
Specialty CoupeMini Cooper Coupe926
Premium CoupeBMW 1-Series Coupe922
 Chevrolet Corvette Coupe921
ConvertibleVolkswagen Eos902
Premium Convertible/RoadsterBMW Z4 Roadster938
MinivanHonda Odyssey872
Entry UtilityVolkswagen Tiguan877
Mid-Size Crossover UtilityFord Flex888
Mid-Size Traditional UtilityJeep Grand Cherokee888
Large UtilityNissan Armada900
Near-Luxury UtilityLand Rover Evoque 5-Door928
Luxury UtilityBMW X6936
Standard PickupHonda Ridgeline863
Full-Size PickupFord F-150902
Heavy-Duty PickupFord F-250/350874

To see rankings for each vehicle segment, click here.

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