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Bridgestone, MRF top customer satisfaction study: The Economic Times
New Delhi, Feb 06: Bridgestone and MRF rank highest in a tie for the second year in a row in customer satisfaction with original tires, according to the J.D. Power Asia Pacific 2003 India Tire Customer Satisfaction Index Study. The study, in its third year, examines customer satisfaction with original tires at 12 to 18 months of ownership.
New Delhi, Feb 06: Bridgestone and MRF rank highest in a tie for the second year in a row in customer satisfaction with original tires, according to the J.D. Power Asia Pacific 2003 India Tire Customer Satisfaction Index Study. The study, in its third year, examines customer satisfaction with original tires at 12 to 18 months of ownership.
Approximately 2,700 owners of more than 20 different vehicle models participated in the 2003 survey, which was administered from July to September 2002. Overall tyre performance was assessed on 15 attributes, grouped into four weighted factors: appearance, wearability, traction, and highway performance.
“It is critical for tire manufacturers to pay close attention to customer opinions and experiences of their products because original tyre satisfaction has a direct influence on customer intent to repurchase the brand and to recommend the brand to others,” said Sanjay Ralhan, senior analyst and country manager at J.D. Power Asia Pacific. “The overall TCSI score for the industry has improved by 28 points over 2002, reflecting substantial efforts made by each company in enhancing customer satisfaction.”
Approximately 2,700 owners of more than 20 different vehicle models participated in the 2003 survey, which was administered from July to September 2002. Overall tyre performance was assessed on 15 attributes, grouped into four weighted factors: appearance, wearability, traction, and highway performance.
“It is critical for tire manufacturers to pay close attention to customer opinions and experiences of their products because original tyre satisfaction has a direct influence on customer intent to repurchase the brand and to recommend the brand to others,” said Sanjay Ralhan, senior analyst and country manager at J.D. Power Asia Pacific. “The overall TCSI score for the industry has improved by 28 points over 2002, reflecting substantial efforts made by each company in enhancing customer satisfaction.”