to the JD Power Asia Pacific 2003 India Tire Customer
Satisfaction Index (TCSI) study released in Singapore
a few days ago, Indian tyre company MRF and the worlds
No 1 tyre company, the US-based Bridgestone, have emerged
joints leader in customer satisfaction for the second
time consecutively in a row.
study, being held for the third year, examines customer
satisfaction with original tyres after 12 to 18 months
of ownership. The survey was conducted from July to September
2002 in India, and about 2,700 owners of more than 20
different vehicle models from major cities in India participated
in the study.
tyre performance was assessed on 15 categories, grouped
into four weighted factors: appearance, wearability, traction
and highway performance. MRF and Bridgestone both came
out with equal index score points of 768 out of 800. JK
Tyres was a close second with 766, while Goodyear (751)
and Ceat (730) scored below the industry average of 764.
top ranking for Bridgestone and MRF comes on the back
of strong performances on the appearance, wearability
and highway performance factors. MRF performed particularly
well on the two most heavily weighted factors appearance
and wearability while Bridgestone received high
ratings for highway performance.
study also finds that MRF performs particularly well in
the premium compact and luxury car segment, while JKs
tyres perform well within the mid-size car segment. Ceat
does well in the entry compact and multi-utility vehicle
car segments, while Goodyear excels in the van segment.
study finds that customers consider the brand of tyres
very seriously before choosing the tyres and has the maximum
impact on their purchase decision. Brand differentiation
would, therefore, become a key success factor in the extremely
competitive Indian tyre industry.
to a senior official from JD Power Associates, the overall
TCSI score for the industry has improved by 28 points
over the previous one, showing that companies have made
substantial efforts in enhancing customer satisfaction.
Tyres logged the greatest improvement across all four
factors, and moved from the fourth spot and below industry
average in 2002 to the third place and above the industry
and Ceat, although achieving marked improvements in scores,
continue to rank below the industry average. In the earlier
survey, MRF and Bridgestone had scored 742 points each,
above the industry average of 736.