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Management

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Management Performance

The most
meaningful result
is the satisfaction,
emotion, and trust
experienced by the
customers

Exceptional results even amidst
the global economic crisis

In 2011, Hyundai Motor Company achieved the significant accomplishment of increasing global sales by 12.4% over 2010 and selling 4.05 million vehicles in the midst of the ongoing global economic crisis. The feat is the result of the good sales of Hyundai’s new releases that secured both economic fuel efficiency and attractive design as well as the company’s unwavering stance on quality management. Customer trust in Hyundai’s cars is on the rise, with the Elantra (Avante), Sonata, and Azera (Grandeur) all surpassing 100,000 units in annual sales each in the Korean market while the Elantra recorded over 180,000 units in sales overseas. In 2012, Hyundai will overcome the global crisis with a lineup of compact and mid-sized cars with superior fuel efficiency. At the same time, it will solidify its basis for sustainable growth even further by expanding its investment and R&D efforts in future growth engines including the continued development of eco-friendly vehicles.

Brand value go up
in 2011, but also
many of the brand’s
models won awards
along the way

Selected among Best 100 Global Brands for the seventh year in a row

Hyundai Motor Company was included in the 2011 100 Best Global Brands published by the brand consulting company Interbrand for the seventh straight year. After joining the 100 Best Global Brands in 2005 at position 84 with a brand value of USD 3.5 billion, Hyundai steadily increased its position, reaching 61st in 2011.
It also achieved the feat of exceeding USD 6 billion in brand value for the first time in its history. In particular, it attained the status of “Fastest Growing Brand” for the second straight year with a 19.3% increase over 2010. Such an accomplishment was made possible by Hyundai’s active pursuit of a global brand management strategy aimed at producing products of world-class quality and competitiveness under the new global brand slogan “NEW THINKING. NEW POSSIBILITIES.” that the company established and introduced in 2011.
Hyundai will continue to bring new values and experiences that go beyond the expectations of customers through ways that are unique to the brand in an effort to become one of the most beloved brands in the world.

2011 Interbrand ranking (Automotive)
Ranking Brand Brand value
(USD Billion)
+ / - vs 2010 2011 overall
ranking
2010 overall
ranking
Automotive
1 TOYOTA 27.8 +6% 11 11 1
2 MERCEDES BENZ 27.4 +9% 12 12 2
3 BMW 24.6 +10% 15 15 3
4 HONDA 19.4 +5% 19 20 4
5 VOLKSWAGEN 7.9 +14% 47 53 5
6 FORD 7.5 +4% 50 50 6
7 AUDI 6.2 +13% 59 63 7
8 HYUNDAI 6.0 +19% 61 65 8
9 PORSCHE 4.6 +14% 72 72 9
10 NISSAN 3.8 new 90 - -
Hyundai’s Gamma engine recognized among
“10 Best Engines” for the fourth year

Hyundai’s 1.6 Gamma GDi engine was selected by the leading U.S. auto publication Ward’s Auto as one of the year’s 10 Best Engines in 2012. Another great accomplishment that follows in the footsteps of the Tau engine, which had been picked as one of the 10 Best Engines for three years in a row right before, and proof of Hyundai’s competitive edge in engine technology ranging from large to small engines. Developed over 32 months starting from 2007, the Gamma, with a maximum output of 140ps and a maximum torque of 17.0kg.m, is a direct injection engine that boasts remarkable performance, high fuel efficiency, and eco-friendliness. It is also Hyundai’s highest selling engine, and its designation as one of the 10 Best Engines is expected not only to enhance the brand’s image but contribute greatly to increased sales.

Hyundai has been
quick to respond to
the changing needs
of its customers
worldwide

Highest in customer retention according to
J.D. Power and associates

Hyundai Motor Company ranked the highest among automotive brands in the 2012 Customer Retention Study conducted by the global marketing information company J.D. Power and Associates. The study was based on responses from 117,001 new vehicle buyers and lessees, of which 73,733 replaced a vehicle that was previously acquired new, and measured the rate at which automotive brands retain their existing customers and examined the reasons why customers remain loyal, reflecting such factors as their satisfaction on quality, performance, residual value, maintenance, and after service. Hyundai was recognized as the brand with the highest customer loyalty in the U.S. among 33 ranked brands, with a retention rate of 64%. Meanwhile, Hyundai also ranked third among general brands in the 2011 Vehicle Dependability Study (VDS), a first for the brand, which assesses the number of complaints per every 100 cars three years after purchase in 202 categories that include engine, transmission, driving, and steering. Hyundai went on to receive excellent reviews once again in 2012. Hyundai Motor Company will continue in its steadfast pursuit of quality management and grow as a brand where the customers are the first to recognize the level of the quality of its products.

Global sales trend * Unit: ‘000 vehicles
Proven customer satisfaction in product quality in Germany and America

Leading German motoring magazine AutoBild awarded Hyundai top position in its 2011 AutoBild Qualitätsreport
(Quality Report) for the second year running. Beating all other manufacturers, Hyundai won the prestigious honor based on a comprehensive analysis of reliability, long-term quality, and customer satisfaction. One of the most respected quality surveys in the industry, AutoBild’s Qualitätsreport award clearly demonstrates the gains Hyundai has made in the quality and competitiveness of its products in Europe, the home of automobiles. Meanwhile, Kelley Blue Book’s www.kbb.com reported that for the first time ever, Hyundai took the No. 1 spot in brand loyalty, proving once again the high satisfaction level of Hyundai car drivers.

AutoBild 2011 customer satisfaction survey * A lower score is better.
Elantra and Sonata win the hearts of Americans

Elantra took top honors in the most exclusive award in North America by being named 2012 North American Car of the Year. Elantra’s bold design, which exemplifies Hyundai’s Fluidic Sculpture design principles, and its Environmental Protection Agency (EPA)-rated standard fuel economy of 29 mpg city and 40 mpg highway were among the biggest factors in its victory over its competitors.

On another note, the Sonata snatched the Best-in-Segment position in Strategic Vision’s 2011 Total Quality Index (TQI) in the U.S. The study directly reflects the opinions of customers on the cars they own on such criteria as quality reliability, fuel efficiency, and resale value. Results of the TQI show that Sonata overshadows its competitors in the mid-sized car segment the U.S. in terms of quality, performance, and design. Hyundai will continue to push forward so that customers not only in the U.S. but the world over will be moved by their experience of Hyundai’s Modern premium.