JK Tyre Tops JD Power India Survey
JK Tyre has received the highest ranking in a customer satisfaction survey of tyres purchased in India. Moving up from third position in 2004, JK Tyre topped the 2005 JD Power list with a satisfaction score of 781 index points on a 1,000-point scale. The industry in general performed marginally better growing one percentage point year-on-year.
The study, now in its fifth year, measures customer satisfaction with tyres equipped on new vehicles at the time of purchase. More than 2,700 new-vehicle owners of 26 different models in India were surveyed between June and August 2004 after 12 to 18 months of ownership. Overall tyre performance is based on five factors: appearance (28 per cent); durability (27 per cent); ride (16 per cent); traction (16 per cent) and handling (13 per cent).
The study also revealed that Indian customers expect more from their tyres in practical terms. This year researchers found that there was a 25 per cent year-on-year increase in the median number of kilometres expected from original tyres. By manufacturer, mileage expectations have grown most for Bridgestone and MRF.
Somewhat unsurprisingly, researchers found that problem-free tyre experiences lead to a higher degree of advocacy and loyalty for brands. One in five Indian customers report puncture damage as the most critical problem with their tyres. Of those who don’t 50 per cent say they would definitely consider repurchasing the same tyre brand and two-thirds report that they would recommend their tyre brand to others.
“Tire manufacturers not only need to provide better tyre performance but also need to focus on aligning strategies to customer expectations so they can provide a satisfactory tyre ownership experience,” said Mohit Arora, India director at J D Power Asia Pacific.