In all three of the rank-eligible segments, the largest gaps in satisfaction are in tire ride and tire wear.

Transcription

1 Report: Run-Flat Tires Letting Air Out of Customer Satisfaction Ranks Highest in Luxury, Passenger Car Segments; Ranks Highest in Performance Sport Segment WESTLAKE VILLAGE, Calif.: 26 March 2015 Customers with run-flat tires are less satisfied overall and replace tires more frequently in the first two years of ownership than do those with non-run-flat tires, according to the released today. The study measures tire owner satisfaction in four vehicle segments: luxury, passenger car, performance sport and truck/utility. 1 Satisfaction is examined in four factors: tire wear; tire ride; tire appearance; and tire traction/handling. Rankings are based on owner experiences with their tires after two years of vehicle ownership. The study finds that overall satisfaction among owners of run-flat tires lags that of owners of non-run-flat tires across the luxury, passenger car and performance sport segments, a pattern consistent with previous iterations of the study. The difference is most pronounced in the performance sport segment, where satisfaction with non-run-flat tires averages 685 points on a 1,000-point scale and satisfaction with run-flat tires averages 612. In the luxury segment, satisfaction with run-flat tires is 24 points lower than with nonrun-flat tires (688 vs. 712, respectively). In all three of the rank-eligible segments, the largest gaps in satisfaction are in tire ride and tire wear. The use of run-flat tires is likely to increase as automakers continue to view them as a viable option for improving fuel efficiency by eliminating the need for a spare tire, thereby reducing the weight, said Brent Gruber, director, global automotive division at. It s vital that auto and tire manufacturers address the ride and wear issues, which are still not meeting customer expectations. Customers expect that run-flat tires won t compromise tread life or the ability to provide a quiet and comfortable ride. Owners with run-flat tires also replace tires more frequently in the first two years of ownership than do non-run-flat customers. While the replacement rate for run-flat tires owners is slightly higher in the first year of ownership (10% vs. 7%, respectively), the discrepancy becomes more pronounced in the second year of ownership, when 27 percent of run-flat tire owners replaced at least one tire, compared with 16 percent of non-run-flat tire owners. While tire manufacturers have made improvements in addressing dealers reluctance to repair run-flat tires in the same way they would non-run-flat tires, customers with run-flat tires are still replacing them at a much higher rate, said Gruber. Manufacturers need to continue making progress in this area in order to increase satisfaction and loyalty among their run-flat tire customers. 1 For a segment award to be presented, there must be at least four suppliers with sufficient sample within an award segment. No truck/utility award has been presented due to insufficient market representation among rankable suppliers in the segment.

2 Key Findings Tire brand image influences customer satisfaction with the product. Manufacturers that convey an image of product value and environmental responsibility positively influence overall customer satisfaction. However, a customer s image of the brand can erode over time if the product ultimately fails to meet their performance expectations. Projecting the right image for the brand is crucial, as 51 percent of customers who intend to purchase new tires cite brand reputation as a criterion for purchase, the highest among all purchase criteria. For owners who have replaced one or more of their original equipment tires within the last eighteen months, the most commonly cited criterion when selecting their new tires is that they match the other tires already on the vehicle. This is true for both purchase (32%) and lease (48%) customers. The second most frequently cited criterion is a recommendation from a sales or service person, cited by 11 percent of customers. Past experience with a tire brand and the advice from sales and service personnel are also very influential considerations when purchasing tires. Among generational groups, 2 Gen Y customers rely more heavily on their family and friends as a source of information for which replacement tire brand to purchase than do the older generations. Study Rankings 3 ranks highest in two of the three rank-eligible segments: luxury (745) and passenger car (714). ranks highest in the performance sport segment (693). ranks second in the luxury segment (710), while ranks second in the passenger car segment (669). In the performance sport segment, ranks second (692) and third (691). The Customer Satisfaction Study is based on responses from more than 29,000 original owners of 2013 or 2014 model-year vehicles. The study was fielded in November and December Media Relations Contacts John Tews, (248) ; john.tews@jdpa.com About About McGraw Hill Financial # # # (Page 2 of 2) Note: Three rank charts follow 2 defines generational groups as Pre-Boomers (born before 1946); Boomers ( ); Gen X ( ); and Gen Y ( ). 3 Due to the redesign of the Customer Satisfaction Study, PP100 scores in the 2015 study cannot be compared with PP100 scores in previous-year studies.

3 Luxury Segment Luxury Segment Average Dunlop as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, release or survey results without the express prior written consent of.

4 Passenger Car Segment Passenger Car Segment Average Yokohama Toyo Firestone Dunlop Hankook Kumho Note: Included in the study but not ranked due to small sample size are BFGoodrich and Nexen. as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, release or survey results without the express prior written consent of.

5 Performance Sport Segment Performance Sport Segment Average Note: Included in the study but not ranked due to small sample size are Dunlop, Firestone, Kumho, Toyo and Yokohama. as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, release or survey results without the express prior written consent of.