According to a report published by J D Power Asia Pacific, MRF ranks the highest where customer satisfaction is concerned. The study is now in its 13th year and ranks satisfaction ratings where original equipment tyre owners are concerned. This study covers the first 112 to 24 months of vehicle ownership across factors such as appearance, durability, traction, handling and ride. During 2013, satisfaction with original tyres ranks at 834 points out of 1000. At the other end of the spectrum, satisfaction with durability of original equipment tyres is the lowers at 831.
MRF Tyres ranked the highest in customer satisfaction for the fourth consecutive year, receiving a score of 840 points. J K Tyres ranked second with 839 points while Bridgestone was seen to improve the most where tyre companies in the country were concerned. The study also arrived at a conclusion that customers facing tyre problems will prefer to go to authorized retail outlets. A total of 52% of customers got their tyres serviced and repaired at authorized outlets during the current year, which was up 14% as compared to that seen in 2012.
The 2013 Indian Original Equipment Tyre Customer Satisfaction Index Study took into account 4568 responses of vehicle owners who had purchased new vehicles between the period May 2010 and August 2011 and was fielded between May and August 2012.
Mohit Arora, executive director, J.D.Power Asia Pacific Singapore said, “Perception of high quality and reliability, aided by a positive reputation for brand image, continuesto drive high customersatisfactionwith MRF tires.” He added, “The propensity of customers to have their tires serviced at an authorized retail outlet is a trend that we note has increased during the past two years.” “Authorized tire retail outlets continue to upgrade their services, in terms of processes, facilities, and type of services offered.As observed in other markets, this retail segment, if managed well, is likely to be one of the key drivers of a vibrant aftermarket in India.” “Both MRF and Bridgestone continues to draw consistent share of business from the automakersin India.” “JK Tyres sees a positive trend through an increase in its share of business in 2012.”