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J.D. Power and Associates Releases 2006 Medium-Duty Truck Customer Satisfaction Study

November 17, 2006

The J.D. Power and Associates 2006 Medium-Duty Truck Customer Satisfaction Study, now in its fourteenth year, analyzes customer satisfaction across a number of important areas, including vehicle performance, product quality, dealer service, dealer parts and manufacturer image.Within the conventional truck segment, four factors are used to determine overall satisfaction: vehicle performance; quality; cost of ownership; and warranty. Peterbilt ranks highest in the segment, in particular, receiving the highest ratings from customers in vehicle performance and cost of ownership. Kenworth, GMC Truck, Freightliner, Sterling and Chevrolet, respectively, follow Peterbilt in the conventional segment rankings. In the dealer service segment, overall satisfaction is determined by six factors: dealer facility; service quality; service delivery; service initiation; service advisor; and price. Chevrolet ranks highest, performing particularly well in service initiation, service advisor and cost. Chevrolet's counterpart GMC follows in the dealer service rankings, receiving the highest ratings from customers in service delivery and service quality. International and Kenworth, respectively, follow GMC in the dealer service segment rankings. Additionally, in the overall service experience, customers are particularly dissatisfied with the price they pay for service, specifically the cost of labor and cost of parts.Engine problems account for 29 percent of all problems reported in the study, compared to just 21 percent in the 2003 study, which was based on 2001 model-year trucks that were not affected by the new emission standards. Exhaust gas recirculation valves, which are a component of the new technology, are among the top 10 most commonly mentioned engine problems, according to J.D. Power and Associates.The 2006 Medium-Duty Truck Customer Satisfaction Study is based on responses from more than 1,447 primary maintainers of two-year-old medium-duty trucks (Classes 5, 6 and 7). Two ranking charts accompany this release. To view them, visit http://www.jdpower.com/corporate/news/releases/pressrelease.asp?ID=2006252.
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