Data Loading...
J.D. Power and Associates Reports: Amid Intensifying ... Flipbook PDF
(Page 1 of 2) J.D. Power and Associates Reports: Amid Intensifying Competition, Reliability and Quality of Medium-Duty T
101 Views
93 Downloads
FLIP PDF 208.8KB
J.D. Power and Associates Reports: Amid Intensifying Competition, Reliability and Quality of Medium-Duty Truck Engines Remains Critically Important Hino Trucks Engines Rank Highest in Customer Satisfaction among Conventional Medium-Duty Truck Owners For a Fourth Consecutive Year WESTLAKE VILLAGE, Calif.: 27 October 2011 — As competition intensifies in the medium-duty truck engine market, quality and reliability remain the most important aspect of overall satisfaction, according to the J.D. Power and Associates 2011 U.S. Medium-Duty Truck Engine and Transmission Customer Satisfaction StudySM released today. The study, now in its fourth year, measures customer perceptions of 2010 model-year Class 5, 6 and 7 gasoline and diesel engines. It provides manufacturers with a comprehensive and objective measure of customer satisfaction with the products and related dealer service. Eight factors are measured to determine overall engine satisfaction: engine reliability/dependability; ease of access for service or maintenance; maintaining speed on grades; acceleration when fully loaded; control module (ECM); vibration at idle; engine warranty; and average fuel economy. The study finds that in 2011, owners are most satisfied with engine reliability and dependability, compared with all other factors. However, while the incidence of engine-related problems for medium-duty trucks remains stable from 2010, averaging 39 problems per 100 vehicles (PP100) in 2011, there has been an overall increase in these problems over time. During the past five years, the average number of problems with medium-duty truck engines has increased by 13 PP1001 among trucks that have been in service for 13 to 18 months. The study also finds that competition is intensifying within the medium-duty truck industry, with the gap between the highest- and lowest-ranked brands narrowing to 53 points in 2011 from 96 points in 2010. “With truck owners placing such importance on the quality and reliability of their engines, providing a nearly problem-free experience is a key differentiator between brands,” said Brent Gruber, senior manager of the commercial vehicle practice at J.D. Power and Associates. “Whether manufacturers can reverse the steady increase in problem occurrence remains to be seen, particularly with the effects of the EPA’s 2010 mandates coming into play.” The most recent emissions standards revision went into effect in 2010. The impact of these changes on mediumduty truck engine quality and customer satisfaction will be reflected in the 2012 study. “Given the quality issues that arose from new emissions requirements in 2004 and 2007, the 2010 emissions standards will likely create another round of challenges for engine manufacturers,” said Gruber. “The manufacturers that best handle the integration of these new standards will have a distinct competitive advantage.” 1
Source: J.D. Power and Associates U.S. Medium-Duty Truck Customer Satisfaction StudySM (Page 1 of 2)
According to Gruber, impending emissions and fuel efficiency standards recently announced by the U.S. government will put additional pressure on engine manufacturers for the next several years. Hino Trucks engines rank highest in customer satisfaction for a fourth consecutive year with a score of 794 on a 1,000-point scale and perform particularly well in engine reliability and dependability and accessibility to components for service/maintenance. Cummins (763) follows Hino Trucks in the rankings. The 2011 U.S. Medium-Duty Truck Engine and Transmission Customer Satisfaction Study is based on responses from 1,037 primary maintainers of one-year-old conventional cab medium-duty trucks. The study was fielded between June and August 2011. About J.D. Power and Associates Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’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 McGraw-Hill is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. Leading brands include Standard & Poor's, S&P Capital IQ, S&P Indices, Platts energy information services and McGraw-Hill Education. With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries. On September 12, 2011, the Corporation announced its intention to separate into two public companies – McGraw-Hill Markets (working name), primarily focused on global capital and commodities markets and McGraw-Hill Education focused on digital learning and education services worldwide. Additional information is available at http://www.mcgraw-hill.com/. J.D. Power and Associates Media Relations Contacts: John Tews; Troy, Mich.; (248) 312-4119; [email protected] Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected] 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. www.jdpower.com/corporate # # # (Page 2 of 2) NOTE: One chart follows.
J.D. Power and Associates 2011 U.S. Medium-Duty Truck Engine and Transmission Customer Satisfaction StudySM Customer Satisfaction Index Ranking Medium-Duty Engines (Based on a 1,000-point scale)
JDPower.com Power Circle RatingsTM 600
700
800
Hino Trucks
794
Cummins
Medium-Duty Engine Average
Paccar
Navistar
900
763
755
747
741
Ford is included in the study but not ranked due to small sample size. Source: J.D. Power and Associates 2011 U.S. Medium-Duty Truck Engine and Transmission Customer Satisfaction StudySM
Charts and graphs extracted from this press release must be accompanied by a statement identifying J.D. Power and Associates as the publisher and the J.D. Power and Associates 2011 U.S. Medium-Duty Truck Engine and Transmission Customer Satisfaction StudySM as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. JDPower.com Power Circle Ratings™ are derived from consumer ratings in J.D. Power studies. For more information on Power Circle Ratings, visit jdpower.com/faqs. No advertising or other promotional use can be made of the information in this release or J.D. Power and Associates survey results without the express prior written consent of J.D. Power and Associates.