Peterbilt Ranks Highest in Three Segments for Customer Satisfaction

DENTON, Texas Aug. 21, 2003; Peterbilt Motors Company achieved highest rankings in the first ever J.D. Power and Associates Heavy-Duty Truck Customer Satisfaction Study(SM) in the over-the-road, vocational and dealer service segments - three of the four segments measured.

"Having customers rate Peterbilt products and services as the highest in our industry is a valued honor for everyone within our organization and throughout our dealer network. Peterbilt has enjoyed a long, proud history of providing customers with superior products, services and support, and we are extremely pleased this commitment has been recognized through the J.D. Power and Associates study," says Nick Panza, Peterbilt General Manager and PACCAR Vice President. "Peterbilt's Class 8 vehicles - including our flagship Model 379, the aerodynamically styled Model 387 and the Model 357, a favorite among vocational customers - are industry leaders in performance, reliability and resale value. Our customers recognize and value these attributes."

Results of the 2003 J.D. Power and Associates Heavy-Duty Truck Customer Satisfaction Study are based on interviews with more than 2,000 owner-operators and fleet owners engaged in over-the-road, pick-up-and-delivery and vocational applications with Class 8 vehicles.

The study ranks respondents attitudes toward their service experiences with OEM dealerships and product attributes such as vehicle quality; vehicle engine; vehicle transmission; ride, handling and braking; vehicle interior; and vehicle exterior.

In addition to the top ranking in the over-the-road segment, Peterbilt led in six of seven product factors - quality; exterior; ride, handling and braking; sleeper; engine; and transmission - with scores significantly higher than the industry average. This ranking is driven by the performance of the Peterbilt Model 379, which receives strong scores and shows substantial improvement in satisfaction with the engine and transmission factors.

Peterbilt also led the rankings for customer satisfaction in the vocational segment of the study, consisting of truck applications without sleepers where vehicles operate in particularly rugged or demanding environments. In this area, Peterbilt ranked highest in quality, exterior, engine and transmission, tied for first in ride, handling and braking, and was second in interior.

"The product attributes where Peterbilt led in satisfaction have very direct impact on the productivity, efficiency and profitability of our customers," Panza says. "For instance, product attributes are based on characteristics such as vehicle reliability, ease of serviceability, ride quality, curb weight, and ease of entry and egress. To our customers, these mean ways to improve operations by helping increase uptime, reduce maintenance costs, lessen driver fatigue and increase payloads."

In the other product area of the study, pickup and delivery, Peterbilt ranked second, with scores significantly better than the industry average in every product attribute category.

Additionally, Peterbilt led in customer intention to repurchase for over-the-road and vocational segments, and tied for first in customer intention to repurchase for the pickup and delivery segment. Intention to repurchase a vehicle from the same OEM is often cited as a leading indicator of customer satisfaction.

Dealer service

Peterbilt ranked highest for customer satisfaction in the delivery of service to customers by its dealer network. This area of the study measured customer satisfaction with the most recent dealer service experience. Peterbilt ranked significantly better than the industry average in five of the seven categories, including dealer facilities, service quality and service delivery.

"Peterbilt and its dealer network are committed to total customer support. We keep that commitment through modern, well-equipped facilities, factory-trained service technicians, a wide array of TruckCare aftermarket services and conscientious, capable personnel throughout the organization," Panza says.

Award-recognized performance for full Class 6-8 product line

In December, Peterbilt announced that it ranked highest in the 2002 J.D. Power and Associates Medium Duty Truck Customer Satisfaction Study(SM) in the conventional medium-duty truck segment. It was the second consecutive year and the third time in four years Peterbilt earned the distinction.

"The J.D. Power and Associates' studies are internationally recognized for benchmarking companies' ability to satisfy their customers through products and services," Panza says. "Peterbilt's performance in the J.D. Power and Associates Medium Duty Truck Customer Satisfaction Study and now the J.D. Power and Associates Heavy Duty Truck Customer Satisfaction Study clearly demonstrates our commitment to excellence throughout our product line."

Peterbilt Motors Company, a division of PACCAR Inc, manufactures premium quality trucks and offers a broad range of services for the over-the-road, construction, municipal and medium-duty markets. Peterbilt combines classic styling, innovative design and superior-quality features in a comprehensive, custom-engineered truck that is sold and serviced through its 212 U.S. and Canadian dealerships. For more information about Peterbilt, visit its website on the Internet at www.peterbilt.com.