July 13, 2002
Michelin leads replacement tire satisfaction survey
Westlake Village, California – According to the J.D. Power and Associates 2002 Replacement Tire Buyer Behaviour and Satisfaction Study released today, Michelin leads the passenger-vehicle segment, and ties with Cooper Tire to lead the light-truck segment in customer satisfaction with replacement tires.
In both the passenger-vehicle and light-truck categories, Michelin demonstrates strong performance across all the customer-driven measures that comprise the Replacement Tire Satisfaction Index: situational performance, long-term performance (e.g., reliability/dependability, wearability), design and product quality. Michelin has ranked highest in customer satisfaction for its replacement tires among passenger-vehicle owners for the past four years.
Following Michelin in the passenger vehicle segment (which includes cars and compact vans) are: Toyo; Uniroyal and Kelly (in a tie); and Cooper and Goodyear (in a tie), respectively. Tire brands performing at or below industry average, in alphabetical order, include: BFGoodrich, Bridgestone, Dayton, Douglas, Dunlop, Firestone, General, Sears and Yokohama.
Following the top-ranked Michelin and Cooper brands in the light-truck category is BFGoodrich. The remaining brands performing at or below industry average, in alphabetical order, are Firestone, Goodyear and Uniroyal.
“Michelin has enjoyed continued success in the J.D. Power and Associates tire studies by staying focused on customer needs and consistently delivering on those aspects that are most important to vehicle owners,” said Jeff Zupancic, director of the tire practice at J.D. Power and Associates. “In the light-truck segment, Cooper Tire has improved significantly in the areas of situational performance [including fast start traction and handling responsiveness, among others] and design [road quietness, sidewall style/appearance and tread design].”
The 2002 Replacement Tire Buyer Behaviour and Satisfaction Study is based on responses from more than 9,400 vehicle owners in the United States who have recently purchased replacement tires for their vehicles. The study, now in its 11th year, provides an overall picture of replacement tire buyer behaviour and customer satisfaction with replacement tires as well as the purchase and ownership experience.