J.D. Power and Associates, the folks who poll consumers on their purchases, have released the results of their 2004 Medium Duty Truck Customer Satisfaction Study

based on responses from more than 1,500 primary maintainers of two-year-old Class 5-7 trucks.
According to the J.D. Power press release, Peterbilt performed significantly above average on each of the six factors of vehicle satisfaction in the conventional medium duty segment. For the third consecutive year, Hino ranked highest in overall vehicle satisfaction among cab-over medium duty trucks, receiving segment-leading ratings in five of six factors. UD Trucks also ranked above average.
Ratings were based on these factors, in order of importance: vehicle quality; engine; transmission; ride, handling and braking; cab interior; and exterior design and styling.
Kenworth ranked highest in dealer service satisfaction, with the highest scores in five of seven categories.
Dealer service satisfaction is measured using these factors: dealer attitude, service delivery process, service quality, price of service, service facility, service initiation and service adviser.
Both conventional and cab-over owners in the 2004 study reported considerably higher satisfaction levels compared to three years ago on each of the six key factors, researchers said. Loyalty among medium-duty truck owners is also at a three-year high. Forty-five percent of those included in the study said they definitely would repurchase the same make, compared to 38% in 2003 and 39% in 2002.
“Customer satisfaction among medium-duty truck owners has increased in each of the past three years, contributing to higher repurchase intent among owners of both conventional and cab-over medium-duty truck models,” said Brian Etchells, research manager in J.D. Power and Associates’ commercial vehicle group.
“Manufacturers are doing a better job of satisfying customer needs for a quality truck that is comfortable, functional and performs well, leading to higher brand loyalty levels.”