Thursday, April 19, 2018

Kenworth, International, Peterbilt claim top rankings in J.D. Power survey


Friday, July 1, 2011
Kenworth recaptured the top ranking for customer satisfaction in dealer service. (The Trucker: LYNDON FINNEY)
Kenworth recaptured the top ranking for customer satisfaction in dealer service. (The Trucker: LYNDON FINNEY)

WESTLAKE VILLAGE, Calif.  — Overall quality of heavy-duty trucks has improved substantially in 2011 compared with 2010, but whether these quality gains can be sustained in the face of greater production and new emissions regulations remains in question, according to the J.D. Power and Associates 2011 U.S. Heavy-Duty Truck Customer Satisfaction Study released Thursday.

The study finds that quality of one-model-year-old Class 8 trucks has improved by 29 problems per 100 vehicles (PP100) in 2011, compared with 2010.

Among trucks in service between 13 and 18 months, problems have decreased by 23 percent during the past six years, declining to an average of 198 problems per 100 trucks in 2011from an average of 257 PP100 in 2006. Lower PP100 scores indicate a lower rate of problem incidences and therefore higher quality.

 “In recent years, commercial vehicle manufacturers and suppliers have made great strides in improving the quality and reliability of heavy-duty trucks, but the focus will quickly turn toward maintaining these levels at a time of increased production volumes and the release of 2010 EPA-compliant engines,” Brent Gruber, senior manager of the commercial vehicle practice at J.D. Power and Associates, said.

For the second consecutive year, the survey did not rank customer satisfaction in the over-the-road segment because of an insufficient number of rank-eligible brands.

Kenworth ranks highest in Class 8 customer satisfaction with dealer service and performs particularly well in the service facility factor, the survey showed.

Kenworth recaptured the top ranking in dealer service with 816 points based on a 1,000-point scale, followed by Peterbilt with 800, Freightliner with 788 and International with 769. The industry average was 792 points. Mack, Volvo and Western Star were included in the study but not ranked because of a small sample size.

International topped the dealer service category after Kenworth had held the top spot in 2009.

Gruber said the U.S. trucking industry is experiencing a significant sales recovery, led by replacement of aging trucks and buoyed by an improving U.S. economy, rising used-truck prices, and increases in export shipments.

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As a result, the higher demand presents some challenges for both manufacturers and suppliers in maintaining existing quality levels, particularly as the increased build rates are coinciding with the release of new 2010 EPA emission engines.

Historically, customer satisfaction with heavy-duty trucks has declined immediately following the introduction of engines that meet revised EPA regulations, J.D. Power officials said.

In 2010 and 2006, both heavy-duty truck and engine satisfaction declined immediately following the implementation and sale of engines meeting EPA regulations that were revised in 2007 and 2004, respectively. 

“Engine reliability and dependability has the greatest impact on overall product satisfaction, so truck and engine manufacturers will need to pay particular attention to engine build quality as they increase truck build rates,” Gruber said.

 The study measures the satisfaction of primary maintainers of one-model-year-old Class 8 heavy duty trucks in two product segments in addition to dealer service: pickup and delivery and vocational. In each segment, satisfaction is determined by examining six key factors: engine; transmission; ride/handling/braking; cab/body; cost of operation; and warranty.

 International ranks highest in heavy-duty truck customer satisfaction in the pickup and delivery segment, improving from second rank position in 2010. International performs particularly well in all six factors. Kenworth follows International in the segment rankings.

In the vocational truck segment, Peterbilt ranks highest and performs particularly well in the engine and cost of operation factors. International follows Peterbilt in the segment rankings.

 The study also measures satisfaction with service received from authorized truck dealer service departments by examining six factors: service delivery; service advisor; price; dealer facility; service quality; and service initiation.

The 2011 Heavy-Duty Truck Customer Satisfaction Study is based on responses from 1,651 primary maintainers of one-model-year-old Class 8 heavy-duty trucks. The study was fielded in April and May 2011.

The Trucker staff can be reached to comment on this article at editor@thetrucker.com.

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