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Hino, Peterbilt lead the way in medium duty customer satisfaction study

WESTLAKE VILLAGE, Cal. -- J.D. Power and Associates has announced Hino and Peterbilt have ranked highest in overall...


WESTLAKE VILLAGE, Cal. — J.D. Power and Associates has announced Hino and Peterbilt have ranked highest in overall vehicle satisfaction during its 2004 Medium Duty Customer Satisfaction Study.

Hino took top honours in the cabover category while Peterbilt won the conventional medium-duty category. Kenworth ranked highest in dealer service satisfaction.

Six key factors were considered during the study, including: vehicle quality; engine; transmission; ride; handling and braking; cab interior; and exterior design and styling.

Hino led the way in five of the six factors with the cab interior as its greatest competitive strength. The manufacturer represents about 14 per cent of sales within the segment.

Meanwhile Peterbilt’s 330 model finished above average in all six categories. The Pete 330 was followed by Kenworth, Sterling and Chevrolet models. Each of those trucks finished significantly better than the industry average, J.D. Power and Associates reports.

Dealer service satisfaction was measured using the following factors: dealer attitude; service delivery process; service quality; price of service; service facility; service initiation; and service advisor. Kenworth led the way in all but one of the categories. Peterbilt, Ford and Sterling finished behind Kenworth.

The study found both conventional and cabover engine owners are more satisfied with their vehicles than three years ago in each of the categories. Loyalty among medium duty truck owners is at a three-year high with about 50 per cent of respondents claiming they will purchase the same make of truck when it comes time to replace their existing vehicle.

"Customer satisfaction among medium-duty truck owners has increased in each of the past three years, contributing to higher repurchase intent among owners of both conventional and cab-over medium-duty truck models," said Brian Etchells, research manager in the commercial vehicle group at J.D. Power and Associates. "Manufacturers are doing a better job of satisfying customer needs for a quality truck that is comfortable, functional and performs well, leading to higher brand loyalty levels."

The study was based on 1,500 respondents who were primary maintainers of two-year-old medium duty trucks.


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