Tractor Tyres

Bridgestone and MRF Tops in Customer Satisfaction with Original Equipment Tires

Singapore: According to the J.D. Power 2016 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study, Bridgestone and MRF Tie for Highest Ranking in Customer Satisfaction with Original Equipment Tires. Customers’ perceptions of their original equipment (OE) tire brand are an influential driver when considering replacement tires for their vehicle.

The study is in its 16th year, measures satisfaction among original equipment tire owners during the first 12 to 24 months of ownership across four factors as appearance (876 on a 1,000-point scale); ride (876); durability (870); and traction/ handling (872).

Bridgestone and MRF (881 in a tie) rank highest in overall customer satisfaction. Bridgestone performs well in the ride factor (883) and MRF performs particularly well in appearance (884).

When considering replacement tires, more than half (52%) of tire customers indicate that brand perception of the original equipment tires on their vehicle is an important criterion. Additionally, 14% of customers indicate tire appearance tread design and wheel/ rim styling—is an important reason to select a replacement tire. 59% of customers indicate they purchase their tires at an authorized tire store, when replacing tires.

Mohit Arora, executive director, J.D. Power, said, “Given the fact that tire brand perception is a key driver when considering replacement tires, and that more customers are purchasing at authorized tire retailers, OEMs may want to provide a superior customer experience at their authorized tire outlets. During the replacement process, an enhanced customer experience can help add to a customer’s perception of the brand. This can lead to higher levels of brand loyalty and more recommendations to friends and family."

Source: http://india.jdpower.com/