April 9: While roadside mechanics remain the most frequently visited destination for servicing tyres, OEMs tyre owners are increasingly having their tyres serviced at authorised retail outlets, such as independent tyre dealers or purchase dealers, according to the J.D. Power Asia Pacific 2012 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study. According to the study, more than one-half (53 percent) of original equipment tyre owners in India who experience a tyre-related problem have the repair made by a roadside mechanic. However, 38 percent of owners go to a retail outlet, compared with 7 percent in 2011. “The shift in preference for organised retail outlets reflects customer demands for better service,” said Mohit Arora, executive director, J.D. Power Asia Pacific, Singapore.
MRF ranked the highest in satisfaction with original equipment tyres for a third consecutive year, achieving a score of 841. MRF improves eight points from 2011 and performs well across all factors. JK Tyre ranks second with 831 while Apollo was third at 827. The study also finds that the occurrence of problems with original tyres negatively impacts overall satisfaction. “One of the key drivers of satisfaction with MRF tyres is that owners report fewer problems, compared with the industry average,” said Arora. Further, the 2012 study finds an increase in the importance of such features as run-flat tyres and self-sealing tyres, compared with the 2011 study. Innovative advancements in tyres may help mitigate dissatisfaction caused by common problems such as damage due to punctures.
The 2012 India Original Equipment Tyre Customer Satisfaction Index Study, now in its 12th year, was based on responses from new-vehicle owners who bought vehicles between May 2009 and August 2010. The study was fielded between May and August 2011. The study measures overall satisfaction across four factors (in order of importance): appearance, durability, traction/handling and ride.