Apollo Ranks Highest in Small Car Segment; MRF Ranks Highest in Midsize Cars and Utility Vehicle Segments
India: 2 May 2018 — Improvement in product quality over the past five years has resulted in a higher frequency of tire brand image being cited as an important purchase criteria during the replacement process, according to the J.D. Power 2018 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study,SM released today.
The number of customers experiencing problems with original equipment (OE) fitted tires has declined by 7 percentage points during the past five years (12% in 2013 vs. 5% in 2018). Within this same period, the proportion of customers citing brand image as an important driver for selection of their tire replacement has increased by 12 percentage points (45% in 2013 vs. 57% in 2018).
“Sustained efforts in quality improvement among tire brands is being reflected in the Voice of the Customer,” said Kaustav Roy, Regional Director at J.D. Power, Singapore. “A positive product experience, coupled with end-customer engagement, is likely to help drive replacement demand.”
The following are additional key findings of the study:
Apollo ranks highest in the small car segment (899), followed by JK Tyre (894). MRF ranks highest in the midsize car segment (877), and Apollo ranks second (876). In the utility vehicle segment, MRF ranks highest (891), followed by Bridgestone (890).
The 2018 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study is based on 3,620 responses from new-vehicle owners who purchased their vehicle between May 2015 and August 2016. The study was fielded between May and August 2017.
The study, now in its 18th year, measures satisfaction among original equipment tire owners across three segments: small cars, midsize cars and utility vehicles. The study covers the first 12 to 24 months of ownership across four factors (listed in order of importance): appearance; durability; ride; and traction/handling.
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