Michelin tops Japan customer satisfaction survey. Again
For an eighth consecutive year, Michelin has come up trumps in J.D. Power Asia Pacific’s survey of customer satisfaction amongst winter tyre users in Japan. The French tyre maker has held this distinction in every Japan Winter Tire Customer Satisfaction Index Study since the first was held seven years ago; in 2011 it performed “particularly well” in all six tested factors and scored 653 points out of a possible 1,000; second-placed brand Bridgestone was, with 609 points, also ranked above the industry average of 583 points. Trailing in last place for customer satisfaction in the eight-brand study was Falken, with 515 points.
The 2011 Japan Winter Tire Customer Satisfaction Index Study was based on responses from 5,595 vehicle owners who purchased new winter tyres for their own private passenger vehicles (including mini-cars) between May 2008 and February 2011, and who are still using the tyres. The study was fielded in February 2011. Customer satisfaction was calculated by examining six key factors: tyre performance on icy road conditions (26%); performance on snow-covered road conditions (23%); durability/reliability (16%); ride/quietness on dry or wet roads (13%); appearance (12%); and handling/traction on dry or wet roads (10%).