ERJ staff report (DS)
Singapore -- MRF ranks highest in customer satisfaction with original equipment tyres among five tyre manufacturers, according to the 2008 India Original Equipment Tyre Customer Satisfaction Index (CSI) Study from J.D Power and Associates.
With an overall CSI score of 836 on a 1000-point scale, MRF ranks highest for a third consecutive year and performs particularly well in all factors driving overall satisfaction. Apollo follows MRF in the rankings with 816 points.
The study finds that there is a strong link between the ownership experience and repurchase intent. Among customers who report they are highly satisfied with their tyres, nearly 80 percent say they â€œdefinitely wouldâ€ repurchase their original brand. However, this pull-through factor drops by nearly 40 percent among customers who are highly dissatisfied with their original tyre brand. In addition, among customers who say they â€œdefinitely would notâ€ or â€œprobably would notâ€ repurchase their original brand, tyre noise is the most commonly cited reason for not repurchasing.
The study also includes the following key findings:
- Nearly one in five new-vehicle owners reports having a problem with their tyres. Among owners experiencing a problem, the most frequently cited is puncture damage, which is reported by more than 65 percent of owners.
- When purchasing new tyres, tyre brand name is the most important consideration among owners, followed by self-sealing tyres.
- At the factor level, owners report the highest levels of satisfaction with tyre appearance and ride quality at highway speeds.
The 2008 Original Equipment Tyre Customer Satisfaction Index Study is based on responses from 3381 new vehicle owners surveyed between 12 and 18 months of ownership.
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Press release from J D Power