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92
MOTORINDIA
l
May 2012
MRF
ranks highest in customer
satisfaction: J.D. Power study
More than one-half (53 per
cent) of original equipment
tyre owners in India who ex-
perience a tyre-related prob-
lem have the repairs done by
a roadside mechanic. Howev-
er, 38 per cent of owners take
their vehicle to a retail outlet
for repairs compared with
seven per cent in 2011.
“The shift in preference
for organized retail outlets
reflects customer demands
for better service, facilities
and processes,” said Mohit
Arora, Executive Director,
J.D. Power Asia Pacific, Sin-
gapore. “Therefore, it might
be prudent on the part of tire
manufacturers to fine-tune
their retail strategy to ensure a superior customer expe-
rience at these outlets.”
Satisfaction with original equipment tyres averages
827 points (on a 1,000-point scale), a five-point im-
provement from 2011. At the
factor level, appearance satis-
faction is highest (829), while
durability satisfaction (825)
improves nine points year
over year.
MRF ranks highest in sat-
isfaction with original equip-
ment tyres for a third consec-
utive year, achieving a score
of 841. MRF improves eight
points from 2011 and per-
forms well across all factors. JK Tyre ranks second with
a score of 831, while Apollo ranks third with 827.
The study also finds that the occurrence of problems
with original tyres negatively impacts overall satisfac-
tion.
Further, the 2012 study finds an increase in the impor-
tance of such features as run-flat tyres and self-sealing
tyres, compared with the 2011 study. Innovative tech-
nological advancements in tyres may help mitigate dis-
satisfaction due to the commonly cited problems such
as damage due to punctures.
w
tyres
While roadside mechanics remain the most frequently visited location
for servicing tyres in India, original equipment tyre owners are increas-
ingly having their tyres serviced at authorized retail outlets such as in-
dependent dealers or purchase dealers, according to a J.D. Power Asia
Pacific study.
The study, now in its 12th year, measures satisfaction
among original equipment tyre owners during the first
12 to 24 months of ownership. The study measures
overall satisfaction across four factors listed in order of
importance – appearance, durability, traction/handling
and ride.
“One of the key drivers of sat-
isfaction with MRF tyres is that
owners report fewer problems,
compared with the industry av-
erage.”
– Mr. Mohit Arora