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Hyundai Leads in Customer Retention, J.D. Power Reports

January 19, 2012

COSTA MESA, Calif. — A study by J.D. Power and Associates indicated that Hyundai’s customer retention rate is highest among all automotive brands. The 2012 Customer Retention Study, now in its ninth year, measures the rate at which automotive brands retain their existing customers and examines the reasons why customers remain loyal.

Hyundai earned the top spot in the study, improving its retention rate by four percentage points from 2010 to 64 percent in 2012. The brand’s increased retention rate was shaped by its expanding model lineup, as well as the fact that perceptions of the brand's quality and appeal have continued to improve during the past decade, according to J.D. Power.

The study is based on responses from 117,001 new-vehicle buyers and lessees, of which 73,733 replaced a vehicle that was previously acquired new. In addition to customer retention, the study also measures the rate at which each automotive brand captures customers from its competitors.

“We are proud that Hyundai owners show their brand loyalty by choosing to buy another Hyundai vehicle over 60 percent of the time,” said Dave Zuchowski, executive vice president of national sales for Hyundai Motor America.

For more information, visit www.jdpower.com.

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