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.