Survey results from the 2018 Pega Automotive Omnibus.

1. © 2018 Pegasystems Inc. CONFIDENTIAL
Pega Automotive Omnibus
Survey Findings
22 October 2018

2. Sample details

3. Survey Findings

4. •
Q1: I have owned or leased my car for…

5. •
Profile: Q1
Survey question: I have owned or leased my car for

6. •
Q2: My car was new or preowned at date of purchase…

7. •
Profile: Q2
Survey question: My car was new or preowned at date of purchase

8. •
Q3: I purchased my car from…

9. •
Profile: Q3
Survey question: I purchased my car from

10. •
Q4: What are the primary drivers of your satisfaction as a
customer after purchasing/leasing a vehicle?

11. •
Profile: Product quality - What are the primary drivers of your
satisfaction as a customer after purchasing/leasing a vehicle?

12. •
Profile: Safety / No recalls - What are the primary drivers of your
satisfaction as a customer after purchasing/leasing a vehicle?

13. Profile: Vehicle performance / reliability - What are the primary drivers
of your satisfaction as a customer after purchasing/ leasing a
vehicle?

14. •
Profile: Price - What are the primary drivers of your satisfaction as a
customer after purchasing/leasing a vehicle?

15. Profile: Quality of service/follow up interactions after the sale - What
are the primary drivers of your satisfaction as a customer after
purchasing/leasing a vehicle?

16. Profile: Availability of parts/service - What are the primary drivers of
your satisfaction as a customer after purchasing/leasing a vehicle?

17. Profile: Advanced technology in the vehicle - What are the primary
drivers of your satisfaction as a customer after purchasing/leasing
a vehicle?

18. Profile: Ease of doing business - What are the primary drivers of
your satisfaction as a customer after purchasing/leasing a
vehicle?

19. •
Profile: Warranty coverage - What are the primary drivers of your
satisfaction as a customer after purchasing/leasing a vehicle?

20. Q5: My car’s warranty status is…

21. Profile: Q5
Survey question: My car's warranty status is

22. •
Q6: I have an extended warranty…

23. •
Profile: Q6
Survey question: I have an extended warranty

24. •
Q7: What was the barrier to getting an extended
warranty?

25. •
Profile: Q7
Survey question: What was a barrier to getting extended warranty?

26. •
Q8: Do you feel you completely understand your
warranty?

27. •
Profile: Q8
Survey question: Do you feel you completely understand your warranty?

28. •
Q9: When was the last time you evaluated/reviewed what
was currently covered by your warranty?

29. •
Profile: Q9
Survey question: When was the last time you evaluated/reviewed what was currently covered by your warranty?

30. •
Q10: When was the last time you used a benefit from your
warranty?

31. •
Profile: Q10
Survey question: When was the last time you used a benefit from your warranty?

32. Q11: Warranty or extended warranty coverage is important and
valuable to helping me feel reassured I am protected in the
event my car has problems.

33. •
Profile: Q11
Survey question: Warranty or extended warranty coverage is important and valuable to helping me feel reassured I am protected in the event my car
has problems.

34. •
Q12: What triggers you to seek service on your vehicle?

35. •
Profile: Q12
Survey question: What triggers you to seek service on your vehicle?

36. •
Q13: What would drive loyalty for you with a car brand?

37. •
Profile: A positive experience with a dealership - What
would drive loyalty for you with a car brand?

38. •
Profile: Past experience with the brand - What would drive
loyalty for you with a car brand?

39. •
Profile: Family and friends' recommendations - What
would drive loyalty for you with a car brand?

40. •
Profile: Features and technology - What would drive
loyalty for you with a car brand?

41. •
Profile: Vehicle performance - What would drive loyalty
for you with a car brand?

42. •
Profile: Price - What would drive loyalty for you with a car
brand?

43. •
Profile: Warranty and service packages - What would
drive loyalty for you with a car brand?

44. Q14: I see value in mobile or connected app experience using
data from my automobile to enhance my overall in-auto
experience.

45. •
Profile: Q14
Survey question: I see value in mobile or connected app experience using data from my automobile to enhance my overall in-auto experience.

46. •
Q15: I am concerned about how my personal or vehicle
data might be used or exploited.

47. •
Profile: Q15
Survey question: I am concerned about how my personal or vehicle data might be used or exploited.

48. Appendix

49. •
D1: Are you…?

50. •
D2: How old are you?

51. •
D3: What was your total HOUSEHOLD income from all
sources, before taxes or other deductions?

52. •
D4: What is your current employment status?

53. •
D5: What is the highest level of school you have
completed or the highest degree you have received?

54. •
D6: Where in the USA do you live?

55. •
D6: Which region do you live in?

56. •
D7: Which of the following describes your race?

57. •
D8: Which of these best describes you?