The study measures customer satisfaction with the vehicle and dealer service, which is based on evaluation of 66 attributes grouped in four key measures. In order of importance, they are:
vehicle appeal (31%), which includes performance, design, comfort and features;
vehicle quality and reliability (22%);
ownership costs (25%), which includes fuel consumption, insurance and costs of service/repair;
dealer service satisfaction (22%).
The 2012 UK Vehicle Ownership Satisfaction Study (VOSS) is based on the evaluations of almost 18,000 online interviews from UK car owners after an average of two years of ownership. The study was fielded in December 2011 and January 2012.
The winners in each category are as follows:
Toyota iQ Best city car
Honda Jazz Best supermini
Skoda Octavia Best small family car
Toyota Prius Best family car
Lexus IS Best compact executive
Jaguar XF Best executive car
Volkswagen Scirocco Best sports and cabrio car
Mercedes B-Class Best MPV
Kia Sportage Best compact SUV
Lexus RX Best large SUV.
Top 10 car makers
1 Jaguar
2= Lexus
2= Skoda
4 Honda
5 Mercedes Benz
6 Toyota
7 Audi
8 Volkswagen
9 Volvo
10= BMW
10= Nissan
Top 10 cars
1 Kia Sportage
2 Jaguar XF
3 Toyota Prius
4 Skoda Superb
5 Mercedes Benz E-Class
6 Toyota IQ
7 Honda Jazz
8 Volkswagen Passat CC
9= Lexus IS
9= Toyota Avensis
