The customer-reported problems with original equipment (OE) and fitted tyres have reduced in the past five years in India. The improvement in the quality of OE tyres has been accredited according to J.D. Power Asia Pacific 2015 India Original Equipment Tyre Customer Satisfaction Index (TCSI). The study, which has now reached the 15th year, is a measure of the satisfaction among the original equipment tyre owners. This is measured during the first 12 to 24 months of ownership in a measure of four factors including appearance, ride, durability and traction or handling.
The overall problems cited by customers have seen a dip significantly to approximately 9 per cent in the year 2015. This was previously at 18 per cent in 2010. This has been due to a reduction in the percentage of reported problems. The most commonly cited problem in this respect, is the problem with frequent punctures. This showed a gradual decline to 57 per cent from 77 per cent in 2010.
Mohit Arora, executive director of J.D. Asia Pacific, “With the continuous quality and performance improvement of OE fitted tires over the past five years, customers are increasingly satisfied. This bodes well for the tire industry considering that demand in the replacement tire market is driven by customer perceptions of their original equipment tires. Customers who are satisfied with their OE tires are more likely to repurchase the same brand again.”
J K Tyre is the best performer in the overall customer satisfaction with 881 points. J K Tyre has scored well in appearance with 882, and 886 on ride factors. MRF is a close second to 876.
