Peterbilt Motors Co. achieved the highest rankings in the first-ever J.D. Power and Associates Heavy-Duty Truck Customer Satisfaction Study in the over-the-road, vocational and dealer service segments – three of the four segments measured.
The study was based on interviews with more than 2,000 owner-operators and fleet owners engaged in over-the-road, pick-up-and-delivery and vocational applications with Class 8 vehicles.
The study ranks respondents’ attitudes toward their service experiences with truck makers’ dealerships and product attributes such as quality, engine, transmission, ride, handling, braking, interior and exterior.
Kenworth Truck Co. won the J.D. Power and Associates 2003 Heavy-Duty Truck Customer Satisfaction award in the Pickup and Delivery segment for Class 8 trucks. Peterbilt and Kenworth are both owned by parent company Paccar.
In addition to the top ranking in the OTR segment, Peterbilt led in six of seven product factors – quality, exterior, ride, handling and braking, sleeper, engine and transmission. Peterbilt credits the high rankings to its 379 model, which showed strong response on the engine and transmission factors.
Peterbilt also led the rankings for customer satisfaction in the vocational segment of the study, consisting of truck applications without sleepers where vehicles operate in particularly rugged or demanding environments. In this area, Peterbilt ranked highest in quality, exterior, engine and transmission, tied for first in ride and handling and braking, and was second in interior.
In the other product area of the study, pickup and delivery, Peterbilt ranked second.
Additionally, Peterbilt led in customer intention to repurchase for over-the-road and vocational segments, and tied for first in customer intention to repurchase for the pickup and delivery segment.
Peterbilt ranked highest for customer satisfaction in its dealer network’s delivery of service to customers.
Customers gave Kenworth products top ratings in quality, exterior, interior, engine and ride/handling/braking.
The Kenworth T300 also received the 2000 J.D. Power and Associates award for the highest customer satisfaction in a conventional medium-duty truck.