Press Release |
Email this press release to a friend or collegue
|
Press Releases | Fact Sheets | Media Contacts | Facts and Figures
 |
Contact:
John Tews
(248) 312-4119 |
Syvetril Perryman
(805) 418-8103 |
|
| |
J.D. Power and Associates Reports:Michelin and Goodyear Each Rank Highest in Original Equipment Tire
Customer Satisfaction
Experiencing Problems Leads to a Considerable Decline
In Tire Owner Satisfaction and Recommendation Rates
WESTLAKE VILLAGE, Calif.: 14 May 2009 — Michelin ranks highest in original equipment (OE) tire satisfaction in three segments, while Goodyear ranks highest in one segment, according to the J.D. Power and Associates 2009 Original Equipment Tire Customer Satisfaction StudySM released today.
Michelin ranks highest in the luxury, passenger car and truck/utility segments, while Goodyear ranks highest in the performance sport segment. Within each of the four segments (luxury, passenger car, performance sport, and truck/utility) four factors are examined to measure tire owner satisfaction: wearability, appearance, traction/handling, and ride. Rankings are based on owners’ experiences with their tires after two years of ownership.
In the passenger car and luxury segments, Michelin performs particularly well in the wearability and appearance factors. In the truck/utility segment, Michelin performs particularly well in the tire wearability factor. Goodyear ranks highest in the performance sport segment. While the tire manufacturer performs well in the areas of traction/handling, appearance and ride, Goodyear differentiates itself in the area of tire wearability.
The study finds that experiencing problems during the first two years of ownership can have a major negative impact on overall customer satisfaction. Among customers who did not report any problems, overall satisfaction averages 718 points on a 1,000-point scale. Conversely, satisfaction among customers who say they experienced at least one problem averages 586 points—a difference of more than 130 points.
“Problems caused by road hazards and punctures are most common, but since consumers understand that tire manufacturers have little control over road conditions, this has relatively little effect on owner satisfaction,” said Allison LaDuc, senior research manager of automotive product quality at J.D. Power and Associates. “Tire wear problems have a considerable impact on satisfaction. Improving performance in this key area may help mitigate other problems or issues customers may face.”
In addition to negatively impacting satisfaction, problems also affect a customer’s willingness to recommend their tire brand. Among customers who did not experience any problems, 89 percent indicate they “definitely will” or “probably will” recommend their tire brand, while only 55 percent of customers who report experiencing a problem say the same.
Additionally, the study finds that, among customers who experience a problem with their original equipment tires, willingness to recommend their tire brand varies depending on the problem experienced. The percentage of customers who say they “definitely will not” recommend their tire brand is particularly high among those who report problems with poor traction/grip on dry roads (48%) and fast tread wear (40%). Conversely, only 12 percent of customers who report experiencing problems from road hazards/punctures and 15 percent of those with slow leaks report they “definitely will not” recommend their tire brand.
The 2009 Original Equipment Tire Customer Satisfaction Study is based on responses from nearly 30,000 new-vehicle owners who purchased a 2007 or 2008 model year vehicle. The study was fielded between October and December 2008.
For information, read an article or view Original Equipment Tire Ratings at JDPower.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. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com.
Media Relations Contacts:
|
John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy
, MI
48098
USA
(248) 312-4119
john.tews@jdpa.com
|
Syvetril Perryman
J.D. Power and Associates
Specialist, Media Relations
2625 Townsgate Road, Suite 100
Westlake Village
, CA
91361
USA
(805) 418-8103
syvetril.perryman@jdpa.com
|
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate # # #
|
What does J.D. Power and Associates do?J.D. Power and Associates' research, consulting, and performance improvement services are used by a variety of industries to improve product quality and customer satisfaction. The firm's research is based solely on responses from millions of consumers and business customers worldwide. Product and service rankings that result from this research reflect the opinions of consumers and business customers-not the opinion of J.D. Power and Associates. Rankings are derived from nationally syndicated studies that serve as industry benchmarks for measuring and tracking quality and customer satisfaction. J.D. Power and Associates conducts the research, publicly announces the results, and then offers analysis based on consumer feedback to product and service providers to help them improve their businesses.
|