MRF tops in customer satisfaction
Tyre-maker MRF has been ranked highest in customer satisfaction among five tire manufacturers, according to the J D Power and Associates’ 2008 India original equipment tire Customer Satisfaction Index (CSI). The study analysed new-vehicle buyer satisfaction with their original equipment tyres by examining five key factors.
The study finds that there is a strong link between the ownership experience and repurchase intent. Among customers who report they are highly satisfied with their tyres, nearly 80 per cent say they “definitely would” repurchase their original brand.
However, repurchase intent drops by nearly 40 per cent among customers who are highly dissatisfied with their original tyre brand. In addition, among customers who say they “definitely would not” or “probably would not” repurchase their original brand, tyre noise is the most commonly cited reason for not repurchasing
