JK Tyres tops Indian OE satisfaction ranking

ERJ staff report (DS)

Singapore -- JK Tyre ranks highest in customer satisfaction with original equipment tyres in India, according to the latest J.D. Power Asia Pacific 2009 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study.

With an overall score of 811 on a 1,000-point scale, JK Tyre performs particularly well in all factors that drive overall satisfaction. MRF follows in the rankings with 804 points.

“JK Tyre not only ranks highest, but also posts the greatest improvement since 2008 among the brands included in the study,” said Mohit Arora, senior director at J.D. Power Asia Pacific, Singapore.

The study finds a notable shift in customer tyre maintenance behaviour in 2009, compared with 2008, particularly in the type of establishment used for tyre servicing needs. There has been an increase in the proportion of customers who report using organised service providers-such as selling dealerships and tyre manufacturer stores-rather than roadside tyre servicing workshops.

The study also finds that customer satisfaction with original equipment tyres has a strong impact on brand loyalty and advocacy for replacement tyres. Customers who are highly satisfied (with satisfaction levels averaging above 884) are twice as likely to recommend or repurchase their current tyre brand when buying replacement tyres, compared with customers who are less satisfied.

The 2009 Original Equipment Tire Customer Satisfaction Index Study is based on responses from 3,363 new-vehicle owners surveyed between 12 and 18 months of ownership. The study was fielded between May and August 2008.

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Press release from J D Power