“In the Driver’s Seat” 2009 AutoVantage Road Rage Survey Final Report - Revised

1. “In the Driver’s Seat”2009 AutoVantage Road Rage SurveyFinal Report - Revised Prepared by: May 26, 2009

2. Contents I. Executive Summary Research Sponsor Research Purpose Research Methodology Research Sample Key Findings II. Detailed Findings Observations of Various Behaviors Reactions to Rude or Aggressive Drivers Frequency of Performing Various Behaviors Had an Accident Doing the Various Actions III. Appendix 2009 AutoVantage Road Rage SurveyPrince Market Research2

3. I. Executive Summary

4. Research Sponsor: AutoVantage • The sponsor of this national study is AutoVantage, a national automobile membership club. It has provided more than 1 million service calls for customers, offering everything from 24-hour roadside assistance to towing to lockout service and more. • Members of AutoVantage can save from 5 to 20 percent on car care at some 19,000 service locations, including participating AAMCO, Jiffy Lube, Meineke and American Care Center locations. AutoVantage also offers 24-hour nationwide emergency towing, roadside assistance, and lockout protection from its network of more than 10,000 emergency roadside assistance providers. Trip routing for maps and door-to-door driving directions across the U.S are also included. AutoVantage is offered by Affinion Group, a leader in the membership, insurance and loyalty marketing businesses, providing products and services that touch the lives of millions of Americans. 2009 AutoVantage Road Rage SurveyPrince Market Research4

5. Research Purpose • AutoVantage was interested in conducting similar research to a study they commissioned in 2006, 2007, and 2008. • The overall purpose of this research was to gather information on the driving habits and attitudes on the topic of “Road Rage.” • AutoVantage once again partnered with Prince Market Research (PMR), an independent market research company, to conduct a national opinion poll on this topic. 2009 AutoVantage Road Rage SurveyPrince Market Research5

6. Research Methodology • The questionnaire contained 34 questions and was approved by both parties. • The questionnaire was similar to the one used in 2008. • The following three questions were removed from this year’s questionnaire: • In your opinion, how effective would each of the following actions be in reducing “road rage” in your city? • Limiting cell phone usage to “hands free” only • Making it illegal to use a cell phone while driving • Using automatic cameras to record traffic violations, such as running a red light, in order to send tickets to aggressive drivers • The following three questions were added to this year’s questionnaire: • Have you ever come close to or actually had an accident doing the following things while driving? • Texting/emailing on your cell phone or Blackberry • Searching/Scrolling menu options on your iPod/MP3 player • Using your GPS/Navigation System 2009 AutoVantage Road Rage SurveyPrince Market Research6

7. Research Methodology • To qualify, respondents had to be 21 years of age or older and personally drive at least 10 minutes during rush hour at least three days of the week, Monday through Friday. • Note: this change was made in 2008 due to the fact that more Americans are telecommuting or working part-time. • In 2009, the calculation for the Overall ranking of the Most and Least Courteous cities was modified. The "net courtesy score" is now computed by adding together the following rankings for each city: • Those that said drivers in their area are “Less" courteous than drivers elsewhere • "Everyday" Observed Behaviors • "Yes" Reaction Behaviors • "Everyday" Have Done Behaviors 2009 AutoVantage Road Rage SurveyPrince Market Research7

8. Research Methodology • During the period January 8 through March 24, 2009, a total of n=2,518 telephone interviews were completed with a random sampling of consumers in 25 major metropolitan areas in the United States. • A minimum of 100 interviews were completed in each of the 25 designated metropolitan areas. • Interviews averaged 6-8 minutes in length. • No incentive for participation was offered, and the sponsor of the research was not revealed. • The margin of error for the full sample (n=2,518) is +/-2%. The margin of error for each of the individual 25 markets is larger. 2009 AutoVantage Road Rage SurveyPrince Market Research8

9. Research Sample • Interviews were conducted with consumers in the Top 25 MSA cities. • It is also important to note that Riverside/San Bernardino, according to the updated estimates, is now considered its own metropolitan area; however for the purposes of this survey, Riverside/San Bernardino is represented in the Los Angeles market, and Sacramento remains the 25th market tested. 2009 AutoVantage Road Rage SurveyPrince Market Research9

10. Research Sample *Note: MSA Source provided by U.S. Census Metropolitan and Micropolitan statistical areas. Please see http://www.census.gov/popest/metro/CBSA-est2007-annual.html. 2009 AutoVantage Road Rage SurveyPrince Market Research10

11. Key Findings • New York was revealed as the city with the least courteous drivers among the 25 metropolitan areas included in the study. Nearly one-third (30%)of respondents in New York said that drivers in their city were more courteous than drivers in other major cities, while 21% said drivers in their city were less courteous than drivers elsewhere. • The ten cities with the least courteous drivers for 2009 include: • #1- New York #6- Phoenix • #2- Dallas #7- Miami • #3- Detroit #8- Houston • #4- Atlanta #9- Cincinnati • #5- Minneapolis #10- San Diego *Note: Rankings are based on computing a “net courtesy score” for each of the 25 markets. See page 23 for detailed results. 2009 AutoVantage Road Rage SurveyPrince Market Research11

12. Key Findings • The Most Courteous City among the 25 metropolitan areas for 2009 was Portland. Nearly one-half (43%) of respondents in Portland said drivers in their city are more courteous than drivers in other major cities. Cleveland was the #2 city with the most courteous drivers. • The ten cities with the most courteous drivers for 2009 include: • #1- Portland #6- Washington, DC • #2- Cleveland #7- Philadelphia (tie) • #3- Baltimore #7- Saint Louis (tie) • #4- Sacramento #9- Boston • #5- Pittsburgh #10- Seattle *Note: Rankings are based on computing a “net courtesy score” for each of the 25 markets. See page 22 for detailed results. 2009 AutoVantage Road Rage SurveyPrince Market Research12

13. Key Findings • As was the case in 2007 and 2008, angry drivers emerged as the most frequently mentioned response when asked “what does the term ‘Road Rage’ mean to you.” • Aggressive driving, including bad, dangerous drivers and those that cut people off, tailgate, speed, and/or honk was the second most frequently mentioned response. • Crazy drivers and impatient drivers were mentioned by a handful of respondents. • When asked “what would you say are the major causes of Road Rage,” the following themes emerged: • Bad/careless/poor drivers, including cutting off other drivers, speeding, making obscene gestures, and not using proper signals • Anger, stress, frustration, bad day/temper, personal issues, tired • People being in a hurry, impatient, running late • Traffic, accidents, poor road conditions, construction • Inconsiderate/disrespectful/selfish drivers that think they own the road 2009 AutoVantage Road Rage SurveyPrince Market Research13

14. Key Findings • Commuters see the following road rage inducing behaviors by other drivers in their metropolitan area every day: • Talking on cell phone (84% every day) • Driving too fast (58%) • Tailgating (53%) • Nearly one-half (48%) of all respondents said they see commuters eating and/or drinking while driving and another 43% see commuters cutting over without notice. • Over one-third (37%) see commuters daily texting and/or emailing while driving and 27% see commuters doing other tasks like putting on make-up, shaving, or reading. 2009 AutoVantage Road Rage SurveyPrince Market Research14

15. Key Findings • Almost one-half (42%) of all respondents said they have honked their horn as a response to a rude or aggressive driver. This was the most frequently admitted reaction. • Other reactions to rude driving were as follows: • Cursed at another driver (36%) • Waved your first or arms at another driver (13%) • Made an obscene gesture at another driver (10%) • Called and reported another driver (7%) • Slammed into the back of a bad driver (1%) • Younger drivers, and those with longer commutes, are more likely to honk their horn at another driver. Commuters in Miami are most likely to curse at another driver while commuters in New York are most likely to wave their fist or arms at another driver. 2009 AutoVantage Road Rage SurveyPrince Market Research15

16. Key Findings • Commuters were most likely to admit doing the following behaviors themselves every day while driving: • Talking on cell phone (22% do every day) • Eating or drinking (22%) • Driving too fast (11%) • Tailgating (4%) • Sending text messages, emails, and/or using Blackberry (3%) • Young drivers, and those with longer commutes, were the most likely to confess to talking on their cell phone and driving too fast on a daily basis. • Commuters in Dallas were most likely to admit that they talk on their cell phone daily while driving and commuters in Minneapolis were most likely to admit that they eat or drink daily while driving. 2009 AutoVantage Road Rage SurveyPrince Market Research16

17. Key Findings • When asked “Have you ever come close to or actually had an accident texting/emailing on your cell phone or Blackberry while driving,” just 4% of commuters said they have come close while a majority (89%) of commuters said they have never come close or had an accident. • Commuters were also asked if they have ever come close to or actually had an accident searching/scrolling menu options on their iPod/MP3 player or using their GPS/Navigation system while driving. Two out of a hundred (2%) commuters said they have come close to having had an accident, as a consequence of doing these things. • Searching/scrolling iPod/MP3 player (91% Never) • Using GPS/Navigation system (90% Never) 2009 AutoVantage Road Rage SurveyPrince Market Research17

18. II. Detailed Findings Note: Because individual answers are rounded up or down, totals will not always equal 100%.

19. Drivers are More/Less Courteous Here • In terms of road rage, how do you think the drivers in your metropolitan area compare with the drivers in other major cities? *The wording for this question was changed slightly from previous periods. 2009 AutoVantage Road Rage SurveyPrince Market Research19

20. Drivers are More/Less Courteous Here 2009 AutoVantage Road Rage SurveyPrince Market Research20

21. Drivers are More/Less Courteous Here 2009 AutoVantage Road Rage SurveyPrince Market Research21

22. “Most Courteous” City Rankings *Note: The "net courtesy score" was computed by adding together the rankings of those that said drivers in their area are “Less" courteous than drivers elsewhere, "Everyday" Observed Behaviors, "Yes" Reaction Behaviors, and "Everyday" Have Done Behaviors. 2009 AutoVantage Road Rage SurveyPrince Market Research22

23. “Least Courteous” City Rankings *Note: The "net courtesy score" was computed by adding together the rankings of those that said drivers in their area are “Less" courteous than drivers elsewhere, "Everyday" Observed Behaviors, "Yes" Reaction Behaviors, and "Everyday" Have Done Behaviors. 2009 AutoVantage Road Rage SurveyPrince Market Research23

24. Definition of Road Rage • What does the term “Road Rage” mean, to you? • Angry driverswas the most frequently mentioned response. Over one-half (58%) of all respondents mentioned this. This was the most popular response in both 2007 and 2008. • Drivers that overreact to other drivers and/or traffic conditions • Drivers that lose their tempers, sometimes even getting physical (making an obscene gesture, running drivers off the road, getting out of the car, threatening/yelling at other drivers) • Out of control/Violent drivers • Angry/Upset/Frustrated/Mad drivers • Aggressive driving was mentioned by one-fourth (24%) of all respondents. • Aggressive drivers who cut people off, tailgate, speed, and/or honk • Bad/careless drivers • Dangerous/Erratic/Reckless/Rude driving • Crazy drivers (7%) and Impatient drivers(5%) were also mentioned. 2009 AutoVantage Road Rage SurveyPrince Market Research24

25. Causes of Road Rage • What would you say are the major causes of Road Rage? Respondents could mention up to three causes (provide more than one answer) • The most frequently mentioned themes were: • 66% of respondents mentioned Bad/careless/immature/ignorant drivers; cutting off other drivers; improperly changing lanes; speeding; going too slow; tailgating; talking on cell phone; blowing horn; slamming on brakes; making obscene gestures; not using proper signals • 44% of respondents mentioned Anger; stress; aggression; frustration; bad day/temper; personal issues; tired • 35% of respondents mentioned People being in a hurry; impatient; running late • 17% of respondents mentioned Traffic; accidents; poor road conditions; construction • 13% of respondents mentioned Inconsiderate/disrespectful/discourteous/ selfish/rude drivers; drivers thinking they own road/they have priority; drivers thinking they are good drivers 2009 AutoVantage Road Rage SurveyPrince Market Research25

26. Detailed Findings:Observations of Various Behaviors

27. Observed: Overall Summary 2009 AutoVantage Road Rage SurveyPrince Market Research27

28. Observed: Overall Summary 2009 AutoVantage Road Rage SurveyPrince Market Research28

29. Observed: Overall Summary 2009 AutoVantage Road Rage SurveyPrince Market Research29

30. Observed: Cutting Over Without Notice • How often do you see any of the following road rage inducing behavior by other drivers in your metro area: drivers cutting into your lane with little or no warning/notice? 2009 AutoVantage Road Rage SurveyPrince Market Research30

31. Observed: Cutting Over Without Notice 2009 AutoVantage Road Rage SurveyPrince Market Research31

32. Observed: Cutting Over Without Notice 2009 AutoVantage Road Rage SurveyPrince Market Research32

33. Observed: Tailgating • How often do you see the following road rage inducing behavior by others in your metro area: drivers who tailgate? 2009 AutoVantage Road Rage SurveyPrince Market Research33

34. Observed: Tailgating 2009 AutoVantage Road Rage SurveyPrince Market Research34

35. Observed: Tailgating 2009 AutoVantage Road Rage SurveyPrince Market Research35

36. Observed: Slamming on Brakes • How often do you see the following road rage inducing behavior by others in your metro area: drivers who slam on their brakes at the last minute? 2009 AutoVantage Road Rage SurveyPrince Market Research36

37. Observed: Slamming on Brakes 2009 AutoVantage Road Rage SurveyPrince Market Research37

38. Observed: Slamming on Brakes 2009 AutoVantage Road Rage SurveyPrince Market Research38

39. Observed: Running Red Lights • How often do you see the following road rage inducing behavior by others in your metro area: drivers who run right through a light that has already turned red? 2009 AutoVantage Road Rage SurveyPrince Market Research39

40. Observed: Running Red Lights 2009 AutoVantage Road Rage SurveyPrince Market Research40

41. Observed: Running Red Lights 2009 AutoVantage Road Rage SurveyPrince Market Research41

42. Observed: Driving Too Fast • How often do you see the following road rage inducing behavior by others in your metro area: drivers driving a lot faster than is safe for road or traffic conditions? 2009 AutoVantage Road Rage SurveyPrince Market Research42

43. Observed: Driving Too Fast 2009 AutoVantage Road Rage SurveyPrince Market Research43

44. Observed: Driving Too Fast 2009 AutoVantage Road Rage SurveyPrince Market Research44

45. Observed: Talking on Cell Phone • How often do you see the following road rage inducing behavior by others in your metro area: drivers who are talking on their cell phone? 2009 AutoVantage Road Rage SurveyPrince Market Research45

46. Observed: Talking on Cell Phone 2009 AutoVantage Road Rage SurveyPrince Market Research46

47. Observed: Talking on Cell Phone 2009 AutoVantage Road Rage SurveyPrince Market Research47

48. Observed: Texting and/or Emailing • How often do you see the following road rage inducing behavior by others in your metro area: drivers who are texting, emailing, and/or using their Blackberry while driving? *This was a new question in 2008, therefore there are no comparisons to 2006 and 2007. 2009 AutoVantage Road Rage SurveyPrince Market Research48

49. Observed: Texting and/or Emailing 2009 AutoVantage Road Rage SurveyPrince Market Research49

50. Observed: Texting and/or Emailing 2009 AutoVantage Road Rage SurveyPrince Market Research50