Kenworth ranks highest among conventional medium-duty truck customers in overall satisfaction, according to the J.D. Power and Associates 2000 Medium-Duty Truck Customer Satisfaction Study released yesterday.
Hino ranks highest among cab-over medium-duty truck customers, while International leads in service satisfaction.
Based on interviews with 2,066 primary maintainers of medium-duty trucks (Class 5, 6 and 7) that have been in service approximately 26 months, the study analyzes customer satisfaction with a number of important factors, including vehicle performance, product quality, interior and exterior design, dealer service, dealer parts and manufacturer image.
Kenworth ranks significantly above the overall industry average in each of the areas that make up the overall customer satisfaction index, such as vehicle performance, vehicle downtime, drivetrain, design and styling and warranty.
Chevrolet, Peterbilt, International and GMC Truck also finish above the industry average in overall satisfaction.
"Kenworth customers report a significant decline in problems and downtime, resulting in higher satisfaction with the number of problems experienced," said Jen Loukes, manager of commercial vehicle research for J.D. Power and Associates. "Kenworth also receives top ratings from its customers for satisfaction with its vehicle being well matched to the job it performs, the vehicle's operating costs, expected resale value and reliability and dependability. All of those strengths contribute to Kenworth's top ranking in the conventional segment."
Hino, with the debut of its redesigned 1998 model-year vehicles, ranks well above the industry average in vehicle performance, vehicle downtime, drivetrain, design and styling and warranty in the cab-over engine segment. Following Hino is Mitsubishi Fuso.
"With the introduction of the new J-Series engines, Hino customers report improved satisfaction in the drivetrain factor, which looks at engine and transmission performance, function and dependability," Loukes said.
International, which ranks highest in dealer service, earns top marks from its customers in service quality, business practices and integrity, service capabilities and for its service advisors.
"Service quality is a strength for International," said Loukes. "Getting the job done right the first time and quick service for minor repairs are areas where International demonstrates solid performance."