Customers are hesitant about buying new trucks over the next year, according to the J.D. Power and Associates 2009 Heavy-Duty Truck Customer Satisfaction Study.
The number of those who say they "definitely will" purchase a new Class 8 truck in the next year is down to 16 percent from 25 percent in 2008, the lowest purchase intention level in seven years.

"Freight tonnage continues to decline, and fleets are increasing the length of time they keep their trucks operating -- both of which lower demand for new trucks," said Brian Etchells, senior research manager of the commercial vehicle practice at J.D. Power and Associates. "While impending new emissions standards often create pull-ahead sales, a 2009 pre-buy seems unlikely, even amid improving diesel prices and some signs that the economic recession is slowing."

The study found Kenworth was the best in heavy-duty truck customer satisfaction within the over-the-road segment. This is the fifth consecutive year Kenworth has won the distinction. In the pickup and delivery truck segment, Kenworth ranks highest, followed by Peterbilt and Freightliner, respectively.

Freightliner was on top in the vocational truck segment, ranking highest and showing improvement from 2008 in performance, quality, warranty, and cost of ownership. Kenworth and Western Star followed Freightliner.

Kenworth ranks highest in Class 8 customer satisfaction with dealer service, with particularly good marks in service initiation, service delivery and service advisor.

"While Kenworth's dealerships have improved in technical aspects of service, such as diagnosing problems correctly, they have also improved in customer relations elements, such as being courteous and friendly," said Etchells. "How dealer service personnel treat customers has just as big of an impact on service satisfaction as how well mechanics fix trucks. Focusing on better customer relations is a cost-effective way to increase service satisfaction, particularly when compared with the cost of improving technical aspects, which could include implementing technical training for mechanics, buying new repair equipment or revamping the parts supply system."

The 2009 Heavy-Duty Truck Customer Satisfaction Study is based on responses from 2,425 primary maintainers of two-year-old Class 8 heavy-duty trucks. The study was conducted in April and May 2009.

To view all the heavy-duty truck rankings, visit www.jdpower.com/Business/ratings/heavy-duty-truck-ratings.