MRF tyres ranks highest in customer satisfaction: Study

Mumbai, Apr 22 (UNI) MRF ranks highest in customer satisfaction with original equipment tyres among five tyre manufacturers, according to the J D Power and Associates 2008 India study report, released here today.

The study, based on a survey among 3,381 new vehicle owners, analysed buyer satisfaction with their original equipment tyres by examining five key factors -- appearance, durability, traction, ride quality and handling.

With an overall score of 836 on a 1,000-point scale, MRF ranks highest for a third consecutive year and performs particularly well in all factors driving overall satisfaction, the report stated, adding that Apollo follows MRF in the rankings with 816 points.

The study finds that there is a strong link between the ownership experience and repurchase intent as around 80 per cent of respondents said, they would definitely repurchase their original brand. It is vital for manufacturers to increase product quality to achieve high levels of customer satisfaction in order to foster higher loyalty and advocacy levels, J D Power and Associates Senior Director Mohit Arora said.

According to the study, one in five new-vehicle owners reported having a problem with their tyres. The most frequently cited is puncture damage, reported by more than 65 per cent of owners.

When purchasing new tyres, tyre brand-name is the most important consideration among owners, followed by self-sealing tyres. While puncture damage is beyond the control of manufacturers, and considering that self-sealing tyres have the second strongest impact on vehicle purchase, having this feature on their tyres may prove advantageous for manufacturers, the report concluded.

UNI CP GR AG1722