Kenworth ranked highest in customer satisfaction among vocational truck users, according to the latest study of Class 8 truck buyers' customer satisfaction conducted by marketing-services firm J.D. Power & Associates. Also in the vocational arena, Peterbilt and International were cited for performing above the segment average.
International ranked highest in dealer-service satisfaction. Peterbilt trailed International by just three index points and Kenworth and Mack also scored above the dealer-service average.
J.D. Power said rankings were not issued this time for its over-the-road and pickup-and-delivery segments of the market because “sufficient sample was not available due to restrictions on Class 8 truck registrations available in 2004.”
The firm said the study found that Class 8 truck brand loyalty is on the rise. According to the survey, 43% of respondents said they would definitely purchase the same brand of Class 8 truck in the next replacement cycle — an increase from 39% in 2003. But there's still a gap to be bridged from the 50%+ satisfaction ratings reported in the late 1990s.