Customers Agree: Volvo VN Series is Best in Class
2 October 1998
Customers Agree: Volvo VN Series is Best in Class Louis Harris & Associates Study Shows VN Series Customers are Most Satisfied
GREENSBORO, N.C., Oct. 1 -- The people who know best -- truck
owners -- rated the Volvo VN Series highest in terms of overall quality in a
recent survey of the best-selling new highway tractors introduced since 1996
-- the Volvo VN Series, the Freightliner Century Class and the Kenworth T2000.
The study showed nearly eight out of ten Volvo VN Series owners report
very high levels of satisfaction and nearly one-third said they were
"extremely satisfied" (or a "10" on a scale from "1" to "10") with their new
trucks. Both scores outperformed the competitive models by significant
margins.
VN Series customers also reported a significantly higher degree of
satisfaction with several key attributes. The Volvo VN Series was rated best
in class for driver comfort, ride, safety features, overall styling, interior
design, and storage space.
"The results of this study validate our efforts to redefine the standard
for customer satisfaction and product quality in North America," said Marc
Gustafson, president and CEO of Volvo Trucks North America. "This report
confirms that the VN Series has created a clear difference among the best
selling new heavy trucks. And Volvo customers are letting us know how much
they approve."
The "1998 Class 8 Heavy Truck Customer Satisfaction Study" measured
customer satisfaction among recent purchasers of the three best-selling,
highway tractors introduced since 1996 -- the Volvo VN Series, the
Freightliner Century Class, and the Kenworth T2000. Participants were asked to
evaluate their overall satisfaction with the vehicles, as well as features
within the categories of driver environment, operation, styling, service and
engine performance.
A free copy of the study is available by calling 800-444-RSVP and asking
for publication PV835-463.
The study was conducted by Louis Harris & Associates, Inc. from May 26 to
Aug. 3, 1998, on behalf of Volvo Trucks North America. Louis Harris &
Associates is a world-class research and consulting firm best known for the
Harris Poll, a leading barometer of American public opinion.
"We are committed to total customer satisfaction which must be based on
exceptional product quality and efficient service," added Gustafson. "Quality
assurance is fundamental to our customers' success."
Nine out of ten Volvo VN Series owners said they would recommend it to
other buyers. Significant study findings also revealed that Volvo is the clear
leader in several categories where more customers reported an "extremely" high
degree of satisfaction.
"The ten-out-of-ten scores are especially important because similar
studies have demonstrated that the top score is the best predictor of
repurchase," said Mike Delaney, Volvo Trucks' vice president of marketing.
"The high number of perfect tens and the extremely low number at the other end
of the scale tell us we're winning not just customers, but long-term business
partners."
In the category of driver environment, VN Series owners reported the
greatest satisfaction in the two specific aspects of driver comfort and
storage space. For driver comfort, 84 percent of owners were "satisfied,"
while for storage space 76 percent said they were "satisfied."
Some participants said the quietness of the cab offered a refreshing
opportunity for normal "speaking voice" conversations with companions. Others
said the size of the cab made them feel as though they were driving a "luxury
motor home."
In the category of operation, customers gave high marks to the ride and
safety features of the VN Series. In recognition of design elements which
provide precise handling, easy maneuverability, and a firm ride, nine out of
ten respondents reported being "satisfied." For this attribute, more than half
of the satisfied customers gave the highest ranking of "extremely satisfied."
The ride was also ranked as the "most liked feature" by VN customers followed
by driver comfort and overall styling.
Furthermore, 84 percent of respondents reported satisfaction with the VN's
safety features which include a deformable steering wheel, energy-absorbing
steering column, high-strength steel cab, and daytime running lights. For both
the ride and safety aspects, the level of satisfaction stated by the VN
customers was higher than those levels reported by owners of the two
competitive vehicles surveyed.
Overall styling turned out to be the number one factor for owners when
deciding to buy the VN Series. Survey results showed that eight out of ten
purchasers reported being "satisfied" with the VN styling and 40 percent
indicated they were "extremely satisfied." These results indicated that Volvo
customers had a higher satisfaction level than other owners surveyed.
Additionally, the Volvo owners responded with higher levels of
satisfaction in regard to the interior design of their trucks. Eighty-one
percent of VN owners reported being "satisfied" or "extremely satisfied" with
the interior design elements of the vehicle, which include PC work stations;
large, screened windows; and heated leather seats.
"Internal measurements of the quality of our products combined with
feedback from our customers told us we had the best product," said Jim
Lesinski, director of marketing communications and research for Volvo Trucks.
"This independent research clearly shows that the VN Series has a true
advantage where it counts, with customers."
A total of 799 study participants were interviewed from a list from R.L.
Polk of all new vehicle registrations for the three trucks for the time period
January 1996 through April 1998. Telephone surveys were conducted with 320
Volvo VN purchasers, 277 Freightliner Century Class purchasers, and 202
Kenworth T2000 owners.
Results are statistically significant at the 95 percent level of
confidence. The study sponsor was revealed to respondents after the final
question when Volvo VN purchasers were asked for permission to print their
testimonial regarding the product.
Volvo Trucks North America, Inc. manufactures Class 8 Volvo trucks and
tractors. The company leads the heavy truck industry in the areas of safety
research and development, quality manufacturing processes and environmental
care. The company also markets Volvo heavy-duty diesel engines, transmissions
and rear suspensions. Headquartered in Greensboro, N.C., the company is an
affiliate of Volvo Truck Corporation, Gothenburg, Sweden.
