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 ProviderAGOURA 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