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J.D. Power and Associates Reports:
Michelin, Cooper Lead Replacement Tire Satisfaction,
Les Schwab Tire Centers is Tops in Tire Retailer Satisfaction
WESTLAKE VILLAGE, Calif.—Michelin leads the passenger-vehicle segment and ties with Cooper Tire to lead the light-truck segment in customer satisfaction with replacement tires, according to the J.D. Power and Associates 2002 Replacement Tire Buyer Behavior and Satisfaction StudySM released today.
In both the passenger-vehicle and light-truck categories, Michelin demonstrates strong performance across all the customer-driven measures that comprise the Replacement Tire Satisfaction Index: situational performance, long-term performance (e.g., reliability/dependability, wearability), design and product quality. Michelin has ranked highest in customer satisfaction for its replacement tires among passenger-vehicle owners for the past four years.
Following Michelin in the passenger vehicle segment (which includes cars and compact vans) are: Toyo; Uniroyal and Kelly (in a tie); and Cooper and Goodyear (in a tie), respectively. Tire brands performing at or below industry average, in alphabetical order, include: BFGoodrich, Bridgestone, Dayton, Douglas, Dunlop, Firestone, General, Sears and Yokohama.
Following the top-ranked Michelin and Cooper brands in the light-truck category is BFGoodrich. The remaining brands performing at or below industry average, in alphabetical order, are Firestone, Goodyear and Uniroyal.
"Michelin has enjoyed continued success in the J.D. Power and Associates tire studies by staying focused on customer needs and consistently delivering on those aspects that are most important to vehicle owners," said Jeff Zupancic, director of the tire practice at J.D. Power and Associates. "In the light-truck segment, Cooper Tire has improved significantly in the areas of situational performance [including fast start traction and handling responsiveness, among others] and design [road quietness, sidewall style/appearance and tread design]."
For the third consecutive year, Les Schwab Tire Centers ranks highest in tire retailer satisfaction. One indication of the strength of Les Schwab’s performance is that more than one-half of its customers indicated they are "delighted" with their overall retailer experience—a "10" on a 10-point scale—compared to an average of approximately one-third of all study respondents giving their retailer the highest rating possible.
"From a tire retailer satisfaction standpoint, Les Schwab is in a class by itself, with eight out of 10 Schwab customers returning to the same retailer as their previous purchase," Zupancic said. "Schwab’s commitment to delighting customers in the areas of personnel and service, the largest contributing customer-driven factors to retailer satisfaction, is key to its high customer-retention levels."
Following Les Schwab Tire Centers in tire retailer satisfaction are Big O Tires and Goodyear Auto Centers, respectively. Finishing at or below industry average in tire retailer satisfaction, in alphabetical order, are: Discount Tire Company, Firestone Car Care, National Tire & Battery, Penske Auto Centers, Pep Boys, Price Club/Costco, Sam’s Club, Sears Auto Center, Tires Plus and Wal-Mart.
The study segments tire buyer behavior into four key categories: brand buyers, brand shoppers, retailer reliants and price shoppers. The study found that while a competitive tire price is foundational in tire retailing, tire brand plays a significant role in the purchase decision for nearly one-half of all tire buyers, and tire retailer personnel influence more than one-quarter of buyers.
"Understanding the different behavioral characteristics among these segments will enable both tire manufacturers and retailers to better satisfy the expectations of their customers," said Zupancic
The 2002 Replacement Tire Buyer Behavior and Satisfaction Study is based on responses from more than 9,400 vehicle owners in the United States who have recently purchased replacement tires for their vehicles. The study, now in its 11th year, provides an overall picture of replacement tire buyer behavior and customer satisfaction with replacement tires as well as the purchase and ownership experience.
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. Media e-mail contact: [email protected] or [email protected].
Michelin, Cooper Lead Replacement Tire Satisfaction,
Les Schwab Tire Centers is Tops in Tire Retailer Satisfaction
WESTLAKE VILLAGE, Calif.—Michelin leads the passenger-vehicle segment and ties with Cooper Tire to lead the light-truck segment in customer satisfaction with replacement tires, according to the J.D. Power and Associates 2002 Replacement Tire Buyer Behavior and Satisfaction StudySM released today.
In both the passenger-vehicle and light-truck categories, Michelin demonstrates strong performance across all the customer-driven measures that comprise the Replacement Tire Satisfaction Index: situational performance, long-term performance (e.g., reliability/dependability, wearability), design and product quality. Michelin has ranked highest in customer satisfaction for its replacement tires among passenger-vehicle owners for the past four years.
Following Michelin in the passenger vehicle segment (which includes cars and compact vans) are: Toyo; Uniroyal and Kelly (in a tie); and Cooper and Goodyear (in a tie), respectively. Tire brands performing at or below industry average, in alphabetical order, include: BFGoodrich, Bridgestone, Dayton, Douglas, Dunlop, Firestone, General, Sears and Yokohama.
Following the top-ranked Michelin and Cooper brands in the light-truck category is BFGoodrich. The remaining brands performing at or below industry average, in alphabetical order, are Firestone, Goodyear and Uniroyal.
"Michelin has enjoyed continued success in the J.D. Power and Associates tire studies by staying focused on customer needs and consistently delivering on those aspects that are most important to vehicle owners," said Jeff Zupancic, director of the tire practice at J.D. Power and Associates. "In the light-truck segment, Cooper Tire has improved significantly in the areas of situational performance [including fast start traction and handling responsiveness, among others] and design [road quietness, sidewall style/appearance and tread design]."
For the third consecutive year, Les Schwab Tire Centers ranks highest in tire retailer satisfaction. One indication of the strength of Les Schwab’s performance is that more than one-half of its customers indicated they are "delighted" with their overall retailer experience—a "10" on a 10-point scale—compared to an average of approximately one-third of all study respondents giving their retailer the highest rating possible.
"From a tire retailer satisfaction standpoint, Les Schwab is in a class by itself, with eight out of 10 Schwab customers returning to the same retailer as their previous purchase," Zupancic said. "Schwab’s commitment to delighting customers in the areas of personnel and service, the largest contributing customer-driven factors to retailer satisfaction, is key to its high customer-retention levels."
Following Les Schwab Tire Centers in tire retailer satisfaction are Big O Tires and Goodyear Auto Centers, respectively. Finishing at or below industry average in tire retailer satisfaction, in alphabetical order, are: Discount Tire Company, Firestone Car Care, National Tire & Battery, Penske Auto Centers, Pep Boys, Price Club/Costco, Sam’s Club, Sears Auto Center, Tires Plus and Wal-Mart.
The study segments tire buyer behavior into four key categories: brand buyers, brand shoppers, retailer reliants and price shoppers. The study found that while a competitive tire price is foundational in tire retailing, tire brand plays a significant role in the purchase decision for nearly one-half of all tire buyers, and tire retailer personnel influence more than one-quarter of buyers.
"Understanding the different behavioral characteristics among these segments will enable both tire manufacturers and retailers to better satisfy the expectations of their customers," said Zupancic
The 2002 Replacement Tire Buyer Behavior and Satisfaction Study is based on responses from more than 9,400 vehicle owners in the United States who have recently purchased replacement tires for their vehicles. The study, now in its 11th year, provides an overall picture of replacement tire buyer behavior and customer satisfaction with replacement tires as well as the purchase and ownership experience.
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. Media e-mail contact: [email protected] or [email protected].
