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J.D. POWER AND ASSOCIATES ANNOUNCES KEY FINDINGS FROM 1993 MEDIUM-DUTY TRUCK CUSTOMER SATISFACTION STUDY

 Medium-Duty Truck Customers Report Significant
 Improvement in Overall Satisfaction
 AGOURA HILLS, Calif., Nov. 15 /PRNewswire/ -- J.D. Power and Associates reported today that International was ranked as the highest conventional medium-duty truck and Nissan (UD) was ranked as the highest cab-over medium-duty truck in the 1993 J.D. Power and Associates Medium- Duty Truck Customer Satisfaction Study(SM). This study provides manufacturers with measurements of relative levels of customer satisfaction with truck quality, performance and dealer service during the first 18 months of ownership.
 Overall, the Industry Average for 1993 is 114, up an impressive 14 index points from 1992. For the conventional medium-duty truck segment the Industry Average is 115, while the cab-over medium-duty truck segment registered an Industry Average of 109.
 From a make standpoint, three medium-duty truck lines exceeded the Overall Industry Average: International with an index score of 133, Nissan (UD) at 127 and Mitsubishi Fuso with a score of 117. Nine medium-duty truck manufacturers ranked below the Industry Average. J.D. Power and Associates does not release the rankings of manufacturers or models ranking below Industry Average.
 "In the value-conscious '90s, we have entered a marketplace where customer satisfaction is more important than ever," said J.D. Power III, president and founder, J.D. Power and Associates. "The significant improvement in customer satisfaction revealed in this year's study suggests that the medium-duty truck industry is serious about responding to customer demand for satisfaction with both the product and service."
 The independent study defines the medium-duty truck market as Class 5, 6 and 7 vehicles with a Gross Vehicle Weight (GVW) of 16,001 to 33,000 pounds. For this year's study, 1,852 principal maintainers of medium-duty trucks were interviewed. As in last year's study, five important categories determine customer satisfaction. "Vehicle Performance" and "Service Timeliness" each account for 25 percent of medium-duty truck owner's satisfaction. The "Vehicle Downtime" and the "Service Attitude and Quality" categories are each representative of 20 percent of customer satisfaction and the "Service Capabilities" category accounts for 10 percent of customer satisfaction.
 Navistar International dominates the three service-related measures, achieving top-ranking measure scores for "Service Timeliness," "Service Attitude and Quality" and "Service Capabilities." The "Service Timeliness" category is based on ratings of the ease of ordering OEM parts, hours the service department is open, level of training of mechanics and helpfulness of parts personnel. The "Service Attitude and Quality" category encompasses the people side of the equation consisting of ratings of the friendliness of service staff, helpfulness of service advisor, explanation of service charges, quality of the work performed and satisfaction with the recent sales experience. The "Service Capabilities" category consists of ratings on key dealer attributes such as the availability of proper tools and equipment, cost of labor, location of service outlets, cost of parts and the number of mechanics to do the work.
 Nissan (UD) captured the top spots for both vehicle-related measures. Nissan (UD) achieved No. 1 status for the "Vehicle Downtime Measure" which is based on the number of problems experienced in the last 12 months and the number of unscheduled downtime days experienced. Nissan (UD) also ranked highest in the "Vehicle Performance Measure" which covers ratings on the truck's hill-climbing ability when fully loaded, acceleration, ease of operation for the driver, overall engine performance and whether vehicle specifications are well-matched to the job it has to perform.
 J.D. Power and Associates is an international marketing information firm with headquarters in Agoura Hills. The firm has offices in Detroit; Torrance, Calif.; Westport, Conn.; and Tokyo. The firm is best known for its marketing information, consulting and measurement expertise in the areas of consumer opinion and customer satisfaction.
 -0- 11/15/93
 /CONTACT: Patricia A. Patano of J.D. Power and Associates, 818-889-6330/


CO: J.D. Power and Associates ST: California IN: AUT SU:

LM-JL -- LA018 -- 4244 11/15/93 09:09 EST
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Publication:PR Newswire
Date:Nov 15, 1993
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