Peterbilt ranks highest in customer satisfaction among conventional cab medium-duty trucks, while Chevrolet ranks highest in medium-duty truck dealer service satisfaction, according to the J D Power and Associates 2007 Medium-Duty Truck Customer Satisfaction Study. Peterbilt and Chevrolet each rank highest in their respective segments for a second consecutive year. The study, now in its 15th year, measures customer perceptions of 2005 model-year Class 5, 6, and 7 commercial vehicles.
Within the conventional truck segment, four factors are used to determine overall satisfaction (in order of importance): vehicle performance; quality; warranty; and cost of ownership. Peterbilt performs particularly well in three of the four factors: vehicle performance, quality, and cost of ownership. Kenworth closely follows Peterbilt in the segment rankings, while GMC Truck, Hino, Freightliner, and Chevrolet, respectively, also rank above the segment average. Hino, included in the conventional segment results for the first time, performs well in the warranty factor.
In the dealer service segment, overall satisfaction is determined by six factors (in order of importance): dealer facility; service quality; service delivery; service initiation; service advisor; and price. Chevrolet ranks highest in the segment for a second consecutive year, followed by Peterbilt, GMC Truck, Hino, and Kenworth, respectively. Peterbilt improves considerably since 2006, making sizable gains in each factor and performing well in service facility, quality, delivery, initiation, and service advisor.
