2011 Japan Original Equipment Tire Customer Satisfaction Study
J.D. Power Asia Pacific Reports:
Owner Satisfaction with Original Equipment Tire Contributions to Fuel Efficiency Improve for a Second Consecutive Year
Bridgestone and Michelin Each Rank Highest in Customer Satisfaction with Original Equipment Tires in Japan in Their Respective Segments
TOKYO: 15 December 2011 ? Vehicle owners in Japan are increasingly satisfied with the contributions their original equipment tires make toward their vehicle?s overall fuel efficiency, according to the J.D. Power Asia Pacific 2011 Japan Original Equipment Tire Customer Satisfaction StudySM released today.
The study, now in its tenth year, measures customer satisfaction with original equipment (OE) tires equipped on new vehicles in five segments: mini-car, compact car, passenger car, minivan and SUV. Overall customer satisfaction with OE tires is based on four factors: handling/traction; ride/quietness; durability/reliability; and appearance, measured on a 1,000-point scale.
The study finds that owner satisfaction with the contribution of original equipment tires to fuel efficiency has improved for a second consecutive year, averaging 5.6 on a 10-point scale in 2011, compared with 5.5 in 2009. In recent years, vehicle manufacturers in Japan have placed strong emphasis on fuel efficiency in vehicle models, as well as in original equipment tires, which likely contributes to the improvement trend.
Improvement in satisfaction with OE tire contribution to fuel efficiency is greatest among owners of models in the passenger car segment, compared with owners of models in other segments. Improvement also occurs among owners of mini-cars and compact cars. However, satisfaction has not improved among owners of mini vans and SUVs.
The study also finds that, if given the option, a sizable percentage of tire owners in Japan?approximately 30 percent?would be willing to pay extra to have fuel-efficient tires equipped on their new vehicle. The amount owners indicate they would be willing to pay for the option averages approximately 13,000 yen in 2011?an increase of more than 30 percent from 2010.
?Owner understanding of the benefits of owning fuel-efficient tires is continuing to advance,? said Tetsushi Furuya, project manager at J.D. Power Asia Pacific, Tokyo. ?This creates an opportunity for tire manufacturers to increase market share and revenue by expanding within the original equipment tire market and not only in the replacement tire market.?
Bridgestone ranks highest in customer satisfaction with original equipment tires in the mini-car, compact car, and minivan segments and receives an award in the compact car segment for a fifth consecutive year. Bridgestone ranks highest in all four factors driving overall satisfaction in all three segments, except for durability/reliability in the minivan segment, where they still perform particularly well.
Michelin ranks highest in the passenger car segment for a seventh consecutive year. Michelin ranks highest in all four factors in the passenger car segment.
Increasing customer satisfaction with their original equipment tires is essential for capturing demand in the replacement tire market. While, 38 percent of original equipment tire owners indicate that they would purchase the same tire brand for replacement summer tires, among customers with satisfaction scores averaging 649 or higher, the repurchase intent rate increases to 54 percent. A similar trend occurs with repurchase intent rates for replacement winter tires.
The 2011 Japan Original Equipment Tire Customer Satisfaction Index Study is based on responses from 5,419 new-vehicle owners during the first seven to eighteen months of ownership, who purchased their vehicle between March 2010 to February 2011. The study was fielded in September 2011.
About J.D. Power Asia Pacific
J.D. Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: email@example.com
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company?s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial's leading brands include Standard & Poor's Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and J.D. Power and Associates. With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.
Having Trouble Downloading Article Get Adobe Acrobat Reader