Michelin tops OE tyre user survey in US

ERJ staff report (DS)

Westlake Village California --Michelin ranks highest in US original

equipment (OE) tyre satisfaction in three segments, while Goodyear

ranks highest in one segment, according to the latest Original

Equipment tyre Customer Satisfaction Study released by J.D. Power and

Associates.

Michelin ranks highest in the luxury, passenger car and truck/utility

segments, while Goodyear ranks highest in the performance sport

segment. Within each of the four segments (luxury, passenger car,

performance sport, and truck/utility) four factors are examined to

measure tyre owner satisfaction: wearability, appearance,

traction/handling, and ride. Rankings are based on owners' experiences

with their tyres after two years of ownership.

In the passenger car and luxury segments, Michelin performs

particularly well in the wearability and appearance factors. In the

truck/utility segment, Michelin performs particularly well in the tyre

wearability factor. Goodyear ranks highest in the performance sport

segment. While the tyre manufacturer performs well in the areas of

traction/handling, appearance and ride, Goodyear differentiates itself

in the area of tyre wearability.

The study finds that experiencing problems during the first two

years of ownership can have a major negative impact on overall customer

satisfaction. Among customers who did not report any problems, overall

satisfaction averages 718 points on a 1,000-point scale. Conversely,

satisfaction among customers who say they experienced at least one

problem averages 586 points-a difference of more than 130 points.

In addition to negatively impacting satisfaction, problems also affect

a customer's willingness to recommend their tyre brand. Among customers

who did not experience any problems, 89 percent indicate they

“definitely will” or “probably will” recommend their tyre brand, while

only 55 percent of customers who report experiencing a problem say the

same

Additionally, the study finds that, among customers who experience a

problem with their original equipment tyres, willingness to recommend

their tyre brand varies depending on the problem experienced. The

percentage of customers who say they “definitely will not” recommend

their tyre brand is particularly high among those who report problems

with poor traction/grip on dry roads (48 percent) and fast tread wear

(40 percent). Conversely, only 12 percent of customers who report

experiencing problems from road hazards/punctures and 15 percent of

those with slow leaks report they “definitely will not” recommend their

tyre brand.

The 2009 Original Equipment Tire Customer Satisfaction Study is

based on responses from nearly 30,000 new-vehicle owners who purchased

a 2007 or 2008 model year vehicle. The study was fielded between

October and December 2008.

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Press release from J D Power