SHANGHAI – Damage from puncture was reported by more than one in five (22 percent) Chinese vehicle owners as the top problem with their vehicles’ original tires, according to the J.D. Power Asia Pacific 2012 China Original Equipment Tire Satisfaction Index StudySM released on November 21.
Stones getting caught in the tread were the second frequently experienced problem (9 percent), followed by road hazard damage (5 percent).
“The percentage of customers experiencing damage from puncture is quite alarming, considering the safety accidents such damage may bring about,” said Mei Songlin, vice president and managing director of J.D. Power China Operations. In addition to improving tire manufacturing quality, he urged efforts in localizing tire design in view of local road conditions in China.
Overall customer satisfaction with original tires averages at 801 on a 1,000-point scale. Of the four factors examined in the study, customers express the highest satisfaction toward appearance (814), followed by durability (807) and traction/handling (789). Customer satisfaction with ride is the lowest (788).
Yokohama ranks first in customer satisfaction among the 19 tire brands examined in the study with an index score of 843, Dunlop ranks second at 837, followed by Bridgestone and Continental in a tie, with 833.
When examining satisfaction by the tire brand origin, Japanese tire brands collectively achieve a satisfaction score of 834 points, the highest among all the tire brands in China. European brands and U.S. brands trail at 833 and 817 points, respectively. The study finds Japanese tire brands perform especially well in appearance, durability and ride.
“Highly satisfied customers with original tires brings more aftersales business for dealers,” says Liza Wang, senior analyst at J.D. Power Asia Pacific, Shanghai. “The study finds that replacement rate with the same tire brand is 26 percent higher among customers who are delighted with their original tires, compared with those who voiced disappointment.”
The China Original Equipment Tire Satisfaction Index Study measures satisfaction among original equipment tire owners during the first 12 to 24 months of ownership. The study is based on responses from 12,066 new-vehicle owners who purchased their vehicles between February 2010 and May 2011. The study was fielded between February and May 2012 in 37 major cities in China, covering 187 vehicle models in total.