Now in its ninth year, the study analyzes new-vehicle buyer satisfaction with original equipment tires by examining five key factors. In order of importance, they are: appearance, durability, ride, traction and handling.

With an overall score of 811 on a 1,000-point scale, JK Tyre performs particularly well in all factors that drive overall satisfaction. MRF follows in the rankings with 804 points.

“JK Tyre not only ranks highest, but also posts the greatest improvement since 2008 among the brands included in the study,” said Mohit Arora, senior director at J.D. Power Asia Pacific, Singapore.

The study finds a notable shift in customer tire maintenance behavior in 2009, compared with 2008, particularly in the type of establishment used for tire servicing needs. There has been an increase in the proportion of customers who report using organized service providers—such as selling dealerships and tire manufacturer stores—rather than roadside tire servicing workshops.

“While roadside mechanics offer convenience, organized retail outlets such as vehicle dealerships tend to provide customers with enhanced service experiences and are perceived to offer better-trained technicians, service standardization and pre-determined and fair charges,” said Arora.

The study also finds that customer satisfaction with original equipment tires has a strong impact on brand loyalty and advocacy for replacement tires. Customers who are highly satisfied (with satisfaction levels averaging above 884) are twice as likely to recommend or repurchase their current tire brand when buying replacement tires, compared with customers who are less satisfied.

The 2009 Original Equipment Tire Customer Satisfaction Index Study is based on responses from 3,363 new-vehicle owners surveyed between 12 and 18 months of ownership. The study was fielded between May and August 2008.

Courtesy: J.D. Power Asia Pacific

Related News:
JK Tyre To Go Ahead With Rs.500 Crore Expansion Plans
JK Tyre unveils ULTIMA NXT Tubeless Tyre 
Indian Tyre Industry to register growth of 9-10% in next five years 
JK Tyre achieves outstanding performance in Q2 results 

Related Book:
Tyre Industry in India- Issues and Outlook
The Prophecy of Tyre
Pericles, Prince of Tyre (Wordsworth Classics)

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Posted by Naresh Koshti on 29 April, 2009 10:53:50 AM IST #