Big O and Michelin Achieve Top Honors in the Seventh Annual J.D. Power and Associates Study on Replacement Tire Satisfaction
23 April 1998
Big O and Michelin Achieve Top Honors in the Seventh Annual J.D. Power and Associates Study on Replacement Tire Satisfaction
Tire Rack is the Most Satisfying Retailer
AGOURA HILLS, Calif., April 23 -- Big O brand tires rank as
"Best Replacement Tire in Customer Satisfaction for Passenger Cars and Compact
Vans," according to the J.D. Power and Associates 1998 Replacement Tire
Customer Satisfaction Study(SM) released today. This is the third year out of
four that Big O has received this award. Michelin, for the fourth year in a
row, retains its title as "Best Replacement Tire in Customer Satisfaction for
Light Truck-Type Vehicles."
"Despite the performance of the top achievers, the overall passenger and
light-truck tire industry satisfaction index level has fallen to 94 from the
102 average in 1997 and 99 average in 1996," commented Lee Nauert, manager of
tire research at J.D. Power and Associates. "According to the study, tire
manufacturers and marketers should investigate the two key factors that have a
significant impact on the rise or decline of the satisfaction index --
safety/traction and problem incidence," Mr. Nauert said.
Tire satisfaction index scoring is composed of eight performance measures
including safety/traction, retailer experience, styling, special traction,
ride, price/selection, wearability and problem incidence.
Big O brand's strengths are in safety/traction and price/selection in
addition to wearability and ride among passenger car and compact van tire
brands. Michelin's strengths are in special traction, wearability, ride and
conditions that are encountered by light trucks in snow and other off-road
situations.
The study also measures tire retailer satisfaction. Retailer satisfaction
indexing is based on three composite factors: service, product availability
and price. Tire Rack (a mail order retailer from Indiana) is the leader for
"Best Passenger Vehicle and Light Truck Tire Retailer in Customer
Satisfaction" among the individual retailers measured. They excel
particularly in the product availability and price measures.
Mail order tire retailers are this year's leaders in providing a
satisfactory purchase experience. Retailers are divided into nine categories:
service stations, auto dealers, independent tire dealers, regional/national
discount tire chains, auto parts stores, company-owned stores, mass
merchandisers, mail order retailers and warehouse/discount clubs.
The J.D. Power and Associates 1998 Replacement Tire Customer Satisfaction
Study is independently funded by J.D. Power and Associates, and is based on
the opinions of more than 15,300 vehicle owners who have recently replaced
their tires. The study is an overall picture of consumer satisfaction with
the replacement tire purchase and ownership experience and includes all
vehicle models available in the U.S.
J.D. Power and Associates is an international firm best known for its
marketing information services in key business sectors including market
research, forecasting and customer satisfaction. The firm's quality and
satisfaction measurements are based on actual customer responses from over one
million consumers annually. With its headquarters in Agoura Hills,
California, the firm also has U.S. offices in Torrance, California; Michigan;
and Connecticut. Its international locations include Japan, Korea, England,
Canada and Brazil.
J.D. Power and Associates can be accessed through the World Wide Web at
http://www.jdpower.com. Media email contact: john.pepitone@jdpower.com.
This press release is provided for editorial use only. No advertising or
other promotional use can be made of the information in this release or J.D.
Power and Associates survey results without the express prior written consent
of J.D. Power and Associates.
SOURCE J. D. Power and Associates
