ERJ staff report (DS)
Tokyo -- Michelin has come out top in the 2011 J.D. Power Asia Pacific Japan Winter Tyre Customer Satisfaction Index Study. The study, now in its eighth year, measures customer satisfaction with winter tyres by examining six key
factors. The factors are tyre performance on icy road conditions (26 percent); performance on snow-covered road
conditions (23 percent); durability/reliability (16 percent); ride/quietness on dry or wet roads (13 percent); appearance
(12 percent); and handling/traction on dry or wet roads (10 percent).
The study finds that customers who indicate that tyre performance is not particularly important tend to be
less satisfied with their tyres, compared with customers who do place importance on tyre performance. For
example, among customers who indicate that performance on icy roads is not an important consideration
when purchasing winter tyres, overall satisfaction averages 525 on a 1,000-point scale.
The study also finds that while 82 percent of customers place importance on performance on icy roads,
only 53 percent say that handling and traction on dry or wet roads is important.
Among the eight brands ranked in the study, Michelin ranks highest for an eighth consecutive year with a
score of 653, and performs particularly well in all six factors. Following in the rankings is Bridgestone
The 2011 Japan Winter Tyre Customer Satisfaction Index Study is based on responses from 5,595 vehicle
owners who purchased new winter tyres for their own private passenger vehicles (including mini-cars)
between May 2008 and February 2011, and who are still using the tyres. The study was fielded in February
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Press release from J D Power