The likelihood of Class 8 truck owners purchasing the same brand of truck at replacement time increased over the previous year, according to the J.D. Power and Associates’ 2004 Heavy-Duty Truck Customer Satisfaction Study
released Wednesday.
Forty-three percent of respondents indicate they will definitely purchase the same brand of Class 8 truck when replacing their current truck -- up from 39% in 2003. However, in the late 1990s, the study showed repurchase intention levels at 50% or higher.
"The decrease of 10% in repurchase intention from the 1990s may not look like much, but when you’re talking about lost sales, it’s a disturbing downward trend," said Jen Loukes, director of the transportation industry practice at J.D. Power and Associates. "Overall product satisfaction scores followed the same slight downward trend over time, which helps to explain lower rates of repurchase intention and brand loyalty. However, the 2004 overall results show improvement, which is good news for the industry."
The study, based on responses from 1,596 primary maintainers of two-year-old Class 8 heavy-duty trucks, examines customer satisfaction for three truck segments -- vocational, over the road and pickup and delivery -- as well as for dealer service. The study, now in its ninth year, focuses on smaller fleets and smaller-volume owner/operators, with an average fleet size of 59 trucks and a single location.
Customer satisfaction for the three product segments is measured on six factors: quality, exterior, engine, ride/handling/braking, transmission and interior. In the over-the-road segment, satisfaction with the vehicle’s sleeper is also measured.
Kenworth ranks highest in customer satisfaction among vocational trucks, performing above average on each of the six factors and particularly well in the quality, exterior and interior factors. The top ranking is driven by the performance of the Kenworth T800, which receives strong scores across the board, but especially for the ride/handling/braking and exterior factors. Peterbilt and International also perform above the segment average.
The study also measures satisfaction with the service received from an authorized truck dealer’s service department. The factors that impact satisfaction with a dealer visit are: dealer attitude, dealer facility, service quality, service delivery, service initiation, service adviser and price.
International ranks highest in dealer service, with significantly improved marks across virtually all contributing service factors. International’s strength is in the "people" factors -- dealer attitude, service initiation and service adviser. Peterbilt, which ranked highest in 2003, trails International by just three index points. Kenworth and Mack Trucks also perform above the dealer service average. "International has a reputation for dealer service, ranking highest in dealer satisfaction in the firm’s Medium-Duty Truck Customer Satisfaction Study for four of the past seven years," said Loukes.
released Wednesday.
Forty-three percent of respondents indicate they will definitely purchase the same brand of Class 8 truck when replacing their current truck -- up from 39% in 2003. However, in the late 1990s, the study showed repurchase intention levels at 50% or higher.
"The decrease of 10% in repurchase intention from the 1990s may not look like much, but when you’re talking about lost sales, it’s a disturbing downward trend," said Jen Loukes, director of the transportation industry practice at J.D. Power and Associates. "Overall product satisfaction scores followed the same slight downward trend over time, which helps to explain lower rates of repurchase intention and brand loyalty. However, the 2004 overall results show improvement, which is good news for the industry."
The study, based on responses from 1,596 primary maintainers of two-year-old Class 8 heavy-duty trucks, examines customer satisfaction for three truck segments -- vocational, over the road and pickup and delivery -- as well as for dealer service. The study, now in its ninth year, focuses on smaller fleets and smaller-volume owner/operators, with an average fleet size of 59 trucks and a single location.
Customer satisfaction for the three product segments is measured on six factors: quality, exterior, engine, ride/handling/braking, transmission and interior. In the over-the-road segment, satisfaction with the vehicle’s sleeper is also measured.
Kenworth ranks highest in customer satisfaction among vocational trucks, performing above average on each of the six factors and particularly well in the quality, exterior and interior factors. The top ranking is driven by the performance of the Kenworth T800, which receives strong scores across the board, but especially for the ride/handling/braking and exterior factors. Peterbilt and International also perform above the segment average.
The study also measures satisfaction with the service received from an authorized truck dealer’s service department. The factors that impact satisfaction with a dealer visit are: dealer attitude, dealer facility, service quality, service delivery, service initiation, service adviser and price.
International ranks highest in dealer service, with significantly improved marks across virtually all contributing service factors. International’s strength is in the "people" factors -- dealer attitude, service initiation and service adviser. Peterbilt, which ranked highest in 2003, trails International by just three index points. Kenworth and Mack Trucks also perform above the dealer service average. "International has a reputation for dealer service, ranking highest in dealer satisfaction in the firm’s Medium-Duty Truck Customer Satisfaction Study for four of the past seven years," said Loukes.
media brand
0 Comments
See all comments