More of India’s O.E. Tire Owners Visit Retail Outlets for Tire-Related Problems

Although more than one-half of India’s vehicle owners with Original Equipment (O.E.) tires rely on roadside mechanics for service if they have a tire-related problem, over one-third (38%) take their vehicles to a retail outlet for tire repair or service, up from just 7% in 2011, according to our 2012 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study.

This shift to service at authorized retail outlets, such as independent tire dealers or the vehicle dealership, reflects an increase in customer demand for better service, facilities and processes. Our O.E. Tire Study measures satisfaction among O.E. tire owners during the first 12 to 24 months of vehicle ownership. Factors evaluated, in order of importance, are: appearance, durability, traction/handling and ride. Continue reading ›

Satisfaction, Loyalty with Winter Tires in Japan Hinges on Educating Buyers

A majority of passenger-vehicle owners in Japan (82%) who purchased new winter tires during the past few years regard tire performance on icy roads as an important purchase consideration. These buyers also tend to be more satisfied with their tires than customers who don’t value tire performance in winter ice and snow conditions, according to our J.D. Power Asia Pacific 2011 Japan Winter Tire Customer Satisfaction Index Study.SM

We find that the index score (based on a 1,000-point scale) for customers who value tire performance on icy roads averages 596, which is 71 points higher than the tire satisfaction score (525) for those owners who do not place particular importance on tire performance in winter conditions. In addition, the average satisfaction score is 65 points higher among owners who indicate that handling and traction on both dry and wet roads is an important consideration in their purchase of winter tires. Continue reading ›