Key Findings Cars Online 11/12:  Changing Dynamics Drive New Developments  in Technology and Business Models
For 13 Years, Capgemini' s Cars Online Annual Study    Has Provided Insight for the Automotive Industry Cars  Online Europ...
Cars Online 11/12: About this Year' s Study <ul><li>8,000 in-market consumers </li></ul><ul><li>Online study (+ phone inte...
Cars Online Key Findings Highlight  Trends Across the Consumer Lifecycle <ul><li>Use of the Internet expands into new area...
Use of the Web Expands: Researching Vehicles Source: Capgemini Internet is Dominant  Research Tool (% of consumers saying ...
Use of the Web Expands: Online Buying (Vehicles) Source: Capgemini Likelihood to Purchase Vehicle Over the Internet  (% sa...
Source: Capgemini Parts and Accessories Likely to Purchase Over the Internet  (% saying likely/very likely) 1 Use of the W...
Use of the Web Expands: Social Media Multiple responses allowed Source: Capgemini Use of Social Media and  Other Online To...
The Influence of Social Media on Buying Decisions Multiple responses allowed Source: Capgemini Influence of Positive and N...
Source: Capgemini 2 The Influence of Social Media:  User-Generated Content Importance of User-Generated Content on Dealer ...
Smartphone Apps: New Channel for Consumer Interaction Source: Capgemini Most Useful Mobile/Smartphone Applications (% sayi...
Aftersales Servicing Grows in Importance Source: Capgemini The Influence of Service Contracts  on Future Purchases (% sayi...
Interest in Alternative Buying Options Increases Source: Capgemini Likelihood to Consider Alternative Buying Approaches  (...
Demand for New Vehicles Grows in Mature Markets Source: Capgemini Intention to Acquire New vs. Used Vehicle  (% saying) 6
Developing Markets More Demanding About Dealerships Source: Capgemini Willingness to Travel to a  Dealership  (% saying) 7
Source: Capgemini Required Speed of Response from Manufacturer/Dealer to Consumer Query – Less than 4 Hours  (% saying) De...
Buying Cycle Continues to Shrink, Especially Dealer Visits Source: Capgemini Vehicle Buying Cycle Continues to Shrink (% s...
Conclusion and Recommendations <ul><li>Develop a formal social media strategy </li></ul><ul><ul><li>Strategy should includ...
For more information visit  www.capgemini.com/carsonline
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Cars Online 11/12: Changing Dynamics Drive New Developments in Technology and Business Models

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Online Vehicle Buying ... Mobility Solutions ... Smartphone Apps ... Social Media ... Electric Vehicles ... Capgemini’s Cars Online 11/12 study explores these topics – and more – and considers the impact they will have on the automotive industry. The study involves over 8,000 consumers in eight countries (Brazil, China, France, Germany, India, Russia, UK and US).

http://www.capgemini.com/carsonline

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  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • © 2010 Capgemini. All rights reserved.
  • Cars Online 11/12: Changing Dynamics Drive New Developments in Technology and Business Models

    1. 1. Key Findings Cars Online 11/12: Changing Dynamics Drive New Developments in Technology and Business Models
    2. 2. For 13 Years, Capgemini' s Cars Online Annual Study Has Provided Insight for the Automotive Industry Cars Online Europe 1999 Global consumer survey 2001 Unlocking hidden value Creating opportunities for revenue growth Changing consumer trends and buying behavior Global consumer survey 2000 The adaptive automotive enterprise study Driving growth through collaboration Understanding the dynamics of consumer buying behavior Buying behavior in mature and developing markets Smart growth options in volatile conditions Listening to the voice of the consumer Changing dynamics drive new developments Global recession Emerging markets eBust / downturn Early recovery Internet hype Climate debate Growth agenda Web 2.0 Financial crisis Cars Online is a leading source of information about consumer trends and vehicle buying behavior
    3. 3. Cars Online 11/12: About this Year' s Study <ul><li>8,000 in-market consumers </li></ul><ul><li>Online study (+ phone interviews in China) </li></ul><ul><li>Mature markets : France, Germany, U.K., U.S. </li></ul><ul><li>Developing markets : Brazil, China, India, Russia </li></ul><ul><li>Projectable in-market samples by age, gender, location </li></ul><ul><li>Green vehicles </li></ul><ul><li>Online buying </li></ul><ul><li>Use of social media </li></ul><ul><li>Mobile apps </li></ul>13 th annual automotive study 8 countries surveyed Expanded editorial coverage
    4. 4. Cars Online Key Findings Highlight Trends Across the Consumer Lifecycle <ul><li>Use of the Internet expands into new areas </li></ul><ul><li>Social media grows more influential in buying decisions </li></ul><ul><li>Smartphone apps represent an emerging channel for interaction </li></ul><ul><li>Aftersales servicing is a growing factor in choice of vehicle </li></ul><ul><li>Interest in alternative buying options signals shift from products to services </li></ul><ul><li>Demand for new – rather than used – vehicles edges up in mature markets </li></ul><ul><li>Developing markets grow more demanding about quantity and quality of dealerships </li></ul><ul><li>Buying cycle continues to shrink – especially showroom visits </li></ul>1 2 3 4 5 6 7 8
    5. 5. Use of the Web Expands: Researching Vehicles Source: Capgemini Internet is Dominant Research Tool (% of consumers saying they use the Internet as an information source during the vehicle buying process) 1
    6. 6. Use of the Web Expands: Online Buying (Vehicles) Source: Capgemini Likelihood to Purchase Vehicle Over the Internet (% saying likely/very likely) 1
    7. 7. Source: Capgemini Parts and Accessories Likely to Purchase Over the Internet (% saying likely/very likely) 1 Use of the Web Expands: Online Buying (Parts/Accessories)
    8. 8. Use of the Web Expands: Social Media Multiple responses allowed Source: Capgemini Use of Social Media and Other Online Tools (% saying) 1
    9. 9. The Influence of Social Media on Buying Decisions Multiple responses allowed Source: Capgemini Influence of Positive and Negative Comments on Buying Decisions (% saying likely/very likely to buy based on positive comments; % saying likely/very likely not to buy based on negative comments) 2
    10. 10. Source: Capgemini 2 The Influence of Social Media: User-Generated Content Importance of User-Generated Content on Dealer and Brand Sites Grows (% saying important/very important)
    11. 11. Smartphone Apps: New Channel for Consumer Interaction Source: Capgemini Most Useful Mobile/Smartphone Applications (% saying) 3
    12. 12. Aftersales Servicing Grows in Importance Source: Capgemini The Influence of Service Contracts on Future Purchases (% saying) For those service contracts that are important to you, would having them available to you make you more likely to purchase a vehicle from that car manufacturer/dealer? 4
    13. 13. Interest in Alternative Buying Options Increases Source: Capgemini Likelihood to Consider Alternative Buying Approaches (% saying likely/very likely) 5
    14. 14. Demand for New Vehicles Grows in Mature Markets Source: Capgemini Intention to Acquire New vs. Used Vehicle (% saying) 6
    15. 15. Developing Markets More Demanding About Dealerships Source: Capgemini Willingness to Travel to a Dealership (% saying) 7
    16. 16. Source: Capgemini Required Speed of Response from Manufacturer/Dealer to Consumer Query – Less than 4 Hours (% saying) Developing Markets More Demanding About Dealerships 7
    17. 17. Buying Cycle Continues to Shrink, Especially Dealer Visits Source: Capgemini Vehicle Buying Cycle Continues to Shrink (% saying) 8
    18. 18. Conclusion and Recommendations <ul><li>Develop a formal social media strategy </li></ul><ul><ul><li>Strategy should include real-time web listening, analysis, outreach </li></ul></ul><ul><li>Maximize the consumer interactions </li></ul><ul><ul><li>Integrate marketing campaigns to take advantage of all touchpoints </li></ul></ul><ul><li>Experiment with alternative buying and ownership models </li></ul><ul><ul><li>Automotive companies need to consider investments in usage-based services </li></ul></ul><ul><li>Focus on holistic dealer strategy in developing markets </li></ul><ul><ul><li>Proximity and quality are critical; requires investments in training, systems, etc. </li></ul></ul><ul><li>Seize the online buying opportunity </li></ul><ul><ul><li>Consumers want price discount, ease and speed, price/product details </li></ul></ul><ul><li>Keep “green” on your radar </li></ul><ul><ul><li>Emergence of e-Mobility may drive fundamental changes in the automotive industry </li></ul></ul>1 2 3 4 5 6
    19. 19. For more information visit www.capgemini.com/carsonline

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