Kenworth, Mack “tops” in customer satisfaction

Kenworth and Mack Trucks have ranked highest in satisfaction with dealer service in the latest Heavy-Duty Truck Customer Satisfaction Study, done annually by J. D. Power and Associates.

The study measures satisfaction with services received from authorized truck dealer service departments by examining seven factors: dealer attitude, dealer facility, service delivery, service quality, service initiation, service advisor, and price.

In the 2008 study, Kenworth ranked highest in the over-the-road segment for a fourth consecutive year, and the vocational truck segment for a second consecutive year.

In both segments, Kenworth performed particularly well in performance, quality, and cost of ownership.

Western Star closely followed Kenworth in the vocational truck rankings.

Mack Trucks ranked highest in customer satisfaction with dealer service, doing especially well in the service initiation, service delivery, and service advisor factors.

Kenworth and Sterling, respectively, followed in the dealer service rankings.

The study is based on responses from primary maintainers of two-year-old Class 8 trucks, with a focus on owner-operators and smaller fleets with an average fleet size of 53 trucks at a single location.

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