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J.D. Power and Associates Reports: Kenworth Ranks Highest in Satisfying Heavy-Duty Truck Customers in Each of Three Product Segments
WESTLAKE VILLAGE, Calif.
(Map)
-
Kenworth ranks highest
in heavy-duty truck customer satisfaction for over-the-road and pickup and
delivery trucks for a third consecutive year -- and also ranks highest in the
vocational truck segment -- while
(Logo: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-a )
Now in its 12th year, the study includes responses from 2,677 primary maintainers of two-year-old Class 8 heavy-duty trucks. The study focuses on owner/operators and smaller fleets with an average fleet size of approximately 47 trucks at a single location. The study also measures satisfaction with services received from an authorized truck dealer's service department.
Product Satisfaction
Customer satisfaction for the three product segments is measured for four factors: performance, quality, warranty and cost of ownership. Kenworth performs particularly well in all three product segments in performance, quality and cost of ownership.
"Kenworth maintains its strong scores in over-the-road and pickup and
delivery truck segments and improves considerably in 2007 with its vocational
trucks to also capture the highest ranking in that segment," said
The study finds that while overall vehicle quality among heavy duty trucks has improved notably since 2006, the total number of problems reported by customers remains higher than levels in 2005. Continuing a two-year trend, customers are more likely to report an engine-related problem and experience downtime as a result of the problem.
"In 2006, we saw a significant increase in engine problems that coincided with the introduction of new engine emission technology in 2004 model-year trucks," said Etchells. "With these engines becoming more prevalent in 2005 model year trucks, the number of customers who report engine-related problems and downtime continues to climb in 2007. Since these trucks are used as part of a business, engine problems -- especially those that cause downtime -- have a big impact on satisfaction."
Dealer Service
Sterling ranks highest in customer satisfaction with dealer service, performing particularly well in the dealer facility factor. Kenworth and International closely follow Sterling in the dealer service rankings, respectively.
"Sterling improves notably in dealer service performance since 2006 -- with a 60-index-point increase -- to rank highest in the 2007 study," notes Etchells. "This is a very competitive market, with just a small margin separating Sterling, Kenworth and International in the rankings."
Approximately 83 percent of customers who took their trucks to dealers for service indicate that the work was done right the first time.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global
information services provider meeting worldwide needs in the financial
services, education and business information markets through leading brands
such as Standard and Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power
and Associates. The Corporation has more than 280 offices in 40 countries.
Sales in 2006 were
J.D. Power and Associates Media Relations Contacts:
John Tews Syvetril Perryman
Troy, Mich. Westlake Village, Calif.
(248) 312-4119 (805) 418-8103
john.tews@jdpa.com syvetril.perryman@jdpa.com
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com/corporate
Over-The-Road Segment Index Ranking
(Based on a 1,000-point scale)
Kenworth 766
International 755
Peterbilt 751
Volvo 730
Over-the-Road Segment Average 728
Western Star 718
Freightliner 702
Pickup and Delivery Segment Index Ranking
(Based on a 1,000-point scale)
Kenworth 800
Peterbilt 783
Sterling 754
Pickup and Delivery Segment Average 753
International 739
Mack Trucks 738
Freightliner 736
Vocational Segment Index Ranking
(Based on a 1,000-point scale)
Kenworth 810
Peterbilt 773
International 771
Western Star 768
Sterling 767
Vocational Segment Average 763
Freightliner 750
Mack Trucks 729
Dealer Service Index Ranking
(Based on a 1,000-point scale)
Sterling 769
Kenworth 768
International 766
Volvo 761
Western Star 758
Mack Trucks 754
Dealer Service Average 748
Peterbilt 746
Freightliner 721
Segment Definitions
Vocational segment: Heavy-duty trucks operating with rugged trailer or body types, such as dump trucks, concrete mixers, garbage/refuse trucks, low boy and logging trailers, cranes, utility trucks, wreckers, and other related trailers and bodies.
Over-the-Road segment: Non-vocational trucks with sleepers, typically used for long-haul applications and which are not returned to home base each night.
Pickup and Delivery segment: Non-vocational daycabs, typically used for city stop-and-go applications with a return to home base each night.
Available Topic Expert(s): For information on the listed expert(s), click appropriate link. Brian Etchells http://profnet.prnewswire.com/Subscriber/ExpertProfile.aspx?ei=58119
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