Two-Wheeler Owners in India Report High Incidence of Initial Quality Problems with Engine, Fit and Finish, Electricals and Brakes
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Bajaj, Hero, TVS and Yamaha Each Receive Model-Level Awards for Two-Wheeler Initial Quality
Singapore: 23 January 2015 — Nearly three-fourths (70%) of initial quality problems reported by two-wheeler owners in India are experienced in the engine, fit and finish, lights/electricals and brakes categories, according to the inaugural J.D. Power 2015 India Two-Wheeler Initial Quality Study (2WIQS) StudySM released today.
The study measures problems owners experience with their new two-wheeler during the first two to six months of ownership. It examines 138 problem symptoms covering seven two-wheeler problem categories (listed in order of frequency of reported problems): engine; brakes; lights/electricals; fit and finish; ride and handling; transmission; and gauges and controls. All problems are summarized as the number of problems per 100 vehicles (PP100). Lower PP100 scores indicate a lower rate of problem incidence and therefore higher initial quality.
“Many reported problems impact vehicle usage and varied driving conditions. Therefore, OEMs need to focus on these issues to improve performance quality and enhance vehicle safety and visibility,” said Mohit Arora, executive director, J.D. Power Asia Pacific. “The Two-Wheeler Initial Quality Study provides the industry with key information about customer expectations and establishes a benchmark to measure performance against the competition.”
The two-wheeler models surveyed in this study were classified into Scooters and Motorcycles. Scooters include two model segments: Economy and Executive, while Motorcycles include five model segments: Economy, Executive, Upper Executive, Premium and Premium Plus.
Overall two-wheeler initial quality in India averages 166 PP100. Engine (44 PP100), fit and finish (25 PP100), lights/electricals (25 PP100) and brakes (24 PP100) are the top reported problem categories. The most frequently cited problem symptoms include excessive fuel consumption, engine is hard to start, lights not bright enough – headlight, brakes are ineffective/ don’t have enough stopping power, and brakes are too sensitive.
The study finds that 80 percent of two-wheeler owners use their vehicle for daily commuting, averaging about 40 kilometers per day. Given this high usage, nearly one-third (27%) of two-wheeler owners have reported mileage/ fuel economy as the top main reason to purchase a new two-wheeler.
- For Scooters, overall initial quality averages 150 PP100. Engine (44 PP100) and brakes (28 PP100) are the top two reported problem categories. The top three reported problem symptoms include engine hard to start—electric start (7.7 PP100); excessive fuel consumption (7.6 PP100); and engine hard to start—first start of the day (6.5 PP100).
- For Motorcycles, overall initial quality is 173 PP100. Engine (44 PP100), electrical and light (27 PP100), and fit and finish (26 PP100) contribute to 50 percent of initial quality problems reported by motorcycle owners. The top reported problem symptoms include gears are noisy (7.1 PP100); lights not bright enough—headlight (6.6 PP100); and excessive fuel consumption (6.0 PP100).
- Receiving an explanation of the operation and benefits of vehicle features improves initial quality perceptions among two-wheeler owners. The number of reported problems among new two-wheeler owners who receive an explanation of their vehicle’s operation features and their benefits is 142 PP100, compared with 242 PP100 among those who do not receive such an explanation.
- Two-wheeler owners who experience fewer problems than expected (68%) are twice as likely to recommend their model to family and friends as owners who experience more problems than expected (31%).
2015 India Two-Wheeler Initial Quality Study Rankings
Award recipient segments include Scooters: Executive and Motorcycles: Economy, Executive, Upper Executive and Premium.
For Scooters, TVS Wego (84 PP100) ranks highest among executive models.
For Motorcycles, Hero Splendor iSmart ranks highest among economy models with 101 PP100, and Hero Super Splendor ranks highest among executive models with 137 PP100. Yamaha Fazer ranks highest among upper executive models (109 PP100) and Bajaj Avenger ranks highest among premium models (88 PP100).
The 2015 India Two-Wheeler Initial Quality Study (2WIQS) is based on evaluations from 10,285 vehicle owners who purchased a new vehicle between March 2014 and October 2014. The study includes 81 two-wheeler models from nine makes. The study was fielded from September 2014 to December 2014 in 45 cities across India.
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