The Hindu Business Line : MRF tops JD Power study on customer satisfaction

MRF has been ranked the highest in customer satisfaction for the third consecutive year in the JD Power-Asia Pacific 2004 India Original Tyre Customer Satisfaction Study released today.

The study examines customer satisfaction with original tyres at 12 to 18 months of ownership. More than 1,500 owners of 28 different vehicle models participated in the 2004 study, which was carried out during the period June to August 2003.

A new model of customer satisfaction measurement was deployed for 2004. "Overall tyre performance is assessed on 20 attributes, grouped into five pre-defined factors: ride, handling, traction, durability and appearance. Unlike past years, the study now deals only with radial tyres, as nearly all the new passenger vehicles sold in India are now fitted with radial tyres," a press release said.

MRF received the highest ratings in the study in four of the five factors determining overall satisfaction with tyres: appearance, durability, traction, and handling. Bridgestone, JK Tyre and Goodyear follow MRF in the rankings.

In 2002 and 2003, MRF tied with Bridgestone to rank the highest in original tyre customer satisfaction in India.

According to JD Power, over 40 per cent of new-vehicle buyers indicate that tyre related features were among the considerations influencing vehicle purchase decisions. The study also reveals that more than one-fifth of all new-vehicle buyers choose the brand of tyres on their new vehicles.

"These findings suggest that although tyre choice is often the prerogative of vehicle manufacturers, it is important that manufacturers understand the needs and concerns of the new vehicle buyers related to original tyres to ensure that customer expectations are being met," the release said.

"The occurrence of a single tyre-related problem leads to a significant drop in satisfaction and intention to repurchase the same tyre make," the release said.

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