Michelin tops OE tyre customer satisfaction study

ERJ staff report (RD)

Westlake Village, California - Marketing information firm J.D. Power and Associates announced 11 September that Michelin has achieved the highest original equipment (OE) tyre satisfaction index across four vehicle-based tyre segments in its study into new vehicle owner satisfaction during the first year of ownership. The four vehicle-based tyre segments were: luxury/sport; mass market/non-luxury; pickup/ full-size van; and SUV.

The study is based on four main factors: wearability; appearance; traction; and ride and handling, but also examines overall quality performance, which is determined by the problems experienced per 100 vehicles.

“Michelin's achievements exhibits its dedication and focus in providing a high quality product for its customers,” said Allison LaDuc, senior research manager of the automotive product quality at J.D. Power and Associates. “Additionally, 2008 marks the second consecutive year that Michelin not only ranks not only highest across all four ranks, but also demonstrates a particularly low incidence of reported problems.”

Findings from the study included that in 2008 owners report 6.2 problems per 100 vehicles with slow leaks after one year of ownership, an increase of 20 percent in comparison with 2007.

LaDuc said, “with the sensitivity of tyre pressure monitoring systems, subtle changes in tyre pressure that are generally not problematic may unnecessarily alert customers, leading to an increase in perceived problems. As awareness increases, it's important for tyre manufacturers to work with automakers in not only educating the on the system, but also enhancing the system so that it works properly and is less likely to give false alarms.”

LaDuc concluded, “It is vital for tyre manufacturers to listen to their customers to provide the most positive, satisfying experience possible - doing so will likely increase aftermarket purchases, which ultimately positively impacts the bottom line.”

The study, fielded in March and April 2008, is based on responses from over 25000 new-vehicle owners who purchased a 2006 or 2007 model year vehicle.

This is an external link and should open in a new window. If the window does not appear, please check your pop-up blocking software. ERJ is not responsible for the content of external sites.

Press release from J.D. Power and Associates