More of India’s O.E. Tire Owners Visit Retail Outlets for Tire-Related Problems

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Although more than one-half of India’s vehicle owners with Original Equipment (O.E.) tires rely on roadside mechanics for service if they have a tire-related problem, over one-third (38%) take their vehicles to a retail outlet for tire repair or service, up from just 7% in 2011, according to our 2012 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study.

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This shift to service at authorized retail outlets, such as independent tire dealers or the vehicle dealership, reflects an increase in customer demand for better service, facilities and processes. Our O.E. Tire Study measures satisfaction among O.E. tire owners during the first 12 to 24 months of vehicle ownership. Factors evaluated, in order of importance, are: appearance, durability, traction/handling and ride.

Satisfaction with O.E. Tires Improves in 2012

This year, satisfaction with O.E. tires rises by 5 points from 2011, to 827 (on a 1,000-point scale), and the tire appearance factor earns the highest satisfaction score among the four factors, while satisfaction with durability improves by 9 points from last year.

Among the tire makers included in this study, MRF, once known as the Madras Rubber Factory, with headquarters in Chennai, ranks highest in satisfaction with O.E. tires for a third straight year. India’s largest tire maker improves its score by 8 points to 841, and performs well in all study measures. A key driver of satisfaction for the brand is that MRF tire owners experience fewer problems than the industry average. MRF is followed in the satisfaction rankings by two other Indian tire manufacturers: JK Tyre Industries Ltd. (831), and Apollo Tyres Ltd. (827).

This year, we also find that technology advancements—such as run-flat tires and self-sealing tires—may help reduce dissatisfaction with commonly mentioned problems such as damage due to punctures.—Mohit Arora, executive director at J.D. Power Asia Pacific, Singapore