J.D. Power and Associates Give Results from Medium-Duty Truck Study
18 December 1997
J.D. Power and Associates Latest Medium-Duty Truck Study Reports: Isuzu (Cab-Over) and Chevrolet (Conventional) Top Product Indexes; International is Top Service Provider
AGOURA HILLS, Calif., Dec. 18 -- The J.D Power and Associates
1997 Medium-Duty Truck Study(SM) marks an increase in overall satisfaction
among cab-over medium-duty truck (cab over the engine -- cab style) customers.
The introduction of new models or the redesign of existing models are the
primary drivers of the 13-point improvement in the cab-over industry average.
However, with no substantial product improvements, customers in the
conventional cab segment continue to report declining satisfaction as existing
models age.
American Isuzu Motors improves 14 points in the cab-over rankings and
receives the Best Cab-Over Medium-Duty Truck award for the first time.
Driving this dramatic improvement is the introduction of the favorably
received FRR model and rating improvements for the FTR model. Besides Isuzu,
UD Trucks also improves its score by 14 points with the newly redesigned
UD1800. Last year's cab-over winner, Volvo, falls to third place.
Chevrolet medium-duty trucks regain the title of Best Conventional
Medium-Duty Truck, after tying with International two years ago. Chevrolet
edges out International and last year's winner, Freightliner, with average or
above average scores across all three product factors: Vehicle Performance,
Vehicle Interior and Vehicle Downtime. While each of these conventional
manufacturers has a key competitive strength, Chevrolet's top score on Vehicle
Downtime was the deciding factor.
The study reveals that International is the Best Medium-Duty Truck for
Dealer Service. International dealers post improvements in all three factors
that drive service satisfaction (Service Attitude and Quality; Service
Capabilities; and Service Timeliness) and become the only medium-duty dealer
body to place above the industry average in the service index.
"The results of this year's J.D. Power and Associates 1997 Medium-Duty
Truck Customer Satisfaction Study show that substantial upgrades in product
design and quality will have a competitive advantage for those makes that
focus on continuous improvement," commented Linda Schulz, director of
commercial and specialty vehicles at J.D. Power and Associates. "Consistently
improving products and meeting the needs and expectations of customers are the
keys to customer satisfaction."
More than 2,600 medium-duty truck principal maintainers responded to the
survey, completing a 20-minute telephone interview. Study participants were
selected using a national sample of 1995 VIN identified class 5, 6 and
7 medium-duty trucks. All survey data is weighted to reflect appropriate
total industry and manufacturer market share.
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 a
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. Email: info@jdpower.com.
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.
J.D. Power and Associates 1997 Medium-Duty
Truck Customer Satisfaction Study(SM)
Conventional Medium-Duty Truck Product Ranking
Chevrolet -- Sample Size: 309 101 Industry Average 94
Freightliner -- Sample Size: 193 100
International -- Sample Size: 504 99
50 70 90 110 130 150
Cab-Over Medium-Duty Truck Product Ranking
Isuzu -- Sample Size: 158 112 Industry Average 103
UD Trucks -- Sample Size: 110 111
Volvo -- Sample Size: 103 110
50 70 90 110 130 150
Total Medium-Duty Truck Service Ranking
International -- Sample Size: 325 110 Industry Average 98
GMC Truck -- Sample Size: 193 98
50 70 90 110 130 150
Source: J.D. Power and Associates 1997 Medium-Duty Truck Customer
Satisfaction Study(SM)
SOURCE J.D. Power and Associates