MRF has been ranked in the number one position, for the fourth consecutive year, in the 2013 India original equipment customer satisfaction index (TCSI).The study was conducted by J.D. Power Asia Pacific. Out of the studies held in 13 years, MRF has been ranked the first for ten years.
The study was based on four major factors of a tyre that is appearance, durability, traction/handling and ride. The sample group was a set of 4568 respondent users of original equipment tyre owners during the first 12 to 24 months of owning them. On a thousand point scale for overall customer satisfaction, MRF scored 840 points, which is seven points higher than what it scored in 2012. On detailed study, the appearance has scored highest and durability has been scored the lowest.
This study results makes MRF once again the best sought tyres to be fitted in new vehicles by car makers. MRF has a very good understanding about the customer needs and they efficiently translate the needs into superior quality tyres that could match the Indian roads. According to J.D. Power, perception of high quality and reliability and positive reputation of the brand image are the key factors for maintaining the number one position of MRF.
The numbers of customers who want their tyres to be serviced in authorized outlets had increased in the past two years and have reached 52 percent this year, which is an increase of 14 percent from the last year.
Following MRF in the preference of customers, ranking second in the study is JK tyres, with a very minor gap of 839 points of overall customer satisfaction. Bridgestone tyres rank the third with 836 points. The study also says that the customer satisfaction of the tyres also increases the loyalty and advocacy among the customers. 70 percent of the satisfied customers are willing to buy the tyre again while 76 percent are willing to recommend the brand to their family and friends.