Peterbilt ranked highest in customer satisfaction among medium-duty conventionals and Chevrolet ranked highest in dealer service satisfaction, according to the J.D. Power and Associates 2006 Medium-Duty Truck Customer Satisfaction Study.
The study measured customer satisfaction for model-year 2004 vehicles. J.D. Power noted that 2004 trucks were the second group impacted by the 2002 Consent Decree that mandated lower engine emissions levels. However, not all brands had the newer emissions technology that year, and the study did not take into consideration which did and which did not.
In determining overall satisfaction, J.D. Power considers four factors: vehicle performance, quality, cost of ownership and warranty.
Peterbilt performed well across all four and received the top ratings in vehicle performance and total cost of ownership.
In truck dealer service satisfaction, Chevrolet performed well in service initiation, service advisor and cost.
Brand loyalty among medium-duty truck owners declined for a second consecutive year. In 2006, 35% of customers indicated they “definitely would” repurchase the same truck brand, compared with 40% in 2005 and 45% in 2006.