J.D. Power Measures Drop in Truck Satisfaction Due to EPA Diesel Exhaust Requirements

Source: J.D. Power and Associates
Created: July 30, 2012

Freightliner ranks highest in satisfaction with heavy-duty trucks in vocational and on-highway segments; Kenworth ranks highest in dealer service

J.D. Power and Associates

Kenworth ranks highest in Class 8 customer satisfaction with dealer service for a second consecutive year. Freightliner and Volvo follow.
Kenworth ranks highest in Class 8 customer satisfaction with dealer service for a second consecutive year. Freightliner and Volvo follow.
J.D. Power and Associates

Vocational truck customers experience an average of 2.2 unscheduled maintenance procedures per year, resulting in an average of 7 days of downtime, while on-highway owners report an average of 2.9...
Vocational truck customers experience an average of 2.2 unscheduled maintenance procedures per year, resulting in an average of 7 days of downtime, while on-highway owners report an average of 2.9 unscheduled procedures, or an average of 7.7 days of downtime.
J.D. Power and Associates

Overall satisfaction with one-model-year-old heavy-duty trucks declined to 737 index points (on a 1,000-point scale) in 2012, primarily due to an increase in the number of engine and fuel-system...
Overall satisfaction with one-model-year-old heavy-duty trucks declined to 737 index points (on a 1,000-point scale) in 2012, primarily due to an increase in the number of engine and fuel-system problems experienced. The number of problems per 100 trucks in 2012 rose 223.

In the on-highway segment, which evaluates long- and short-haul trucks, Freightliner ranks highest with an index score of 750 and performs particularly well in all six factors. Volvo ranks second (739), while Peterbilt ranks third (736).

In the vocational segment, Freightliner ranks highest with an index score of 789. International ranks second (766) and Peterbilt ranks third (753).

The study also measures satisfaction with service received from authorized truck dealers by examining six factors: service advisor; service delivery; service facility; service initiation; service price; and service quality.

Kenworth ranks highest in Class 8 customer satisfaction with dealer service for a second consecutive year. Kenworth, with an index score of 804, performs particularly well across all factors. Following Kenworth in the rankings are Freightliner (802) and Volvo (784).

The 2012 U.S. Heavy-Duty Truck Customer Satisfaction Study is based on responses from 1,725 primary maintainers of one-model-year-old Class 8 heavy-duty trucks. The study was fielded in April and May 2012.