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J.D. Power and Associates Reports Improvement in Motorcycle Customer Satisfaction

Overall motorcycle customer satisfaction has increased notably from 2010, driven by marked improvements in the sales experience, the products, and cost of ownership, according to the J.D. Power and Associates 2011 U.S. Motorcycle Competitive Information Study.

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Overall motorcycle customer satisfaction has increased notably from
2010, driven by marked improvements in the sales experience, the
products, and cost of ownership, according to the J.D. Power and
Associates 2011 U.S. Motorcycle Competitive Information Study.

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The study, now in its 14th year, measures owner satisfaction with new
motorcycles in six major factors of the overall ownership experience:
product; build quality, cost of ownership, sales, service and warranty.

Among the factors, satisfaction with the sales experience has
improved most, increasing to 856 (on a 1,000-point scale) in 2011 from
838 in 2010. Satisfaction with the product and cost of ownership also
improves significantly, compared with 2010.

The study also finds that motorcycle build quality improves to 122
problems per 100 motorcycles from an average of 133 in
2010. One-half of owners say they have experienced zero problems with
their new motorcycle, and among these owners, satisfaction with build
quality averages 963. However, among owners who say they experienced two
problems with their motorcycle, satisfaction with build quality
declines considerably to an average 871.

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Among the five problem categories examined in the study, problems
with engines account for the greatest proportion of problems experienced
(27%), although the incidence of engine-related problems has improved
slightly in 2011 — a decline of 5 from 2010. Problems with excessive
heat from engine, unusual engine noises, and excessive engine vibration
account for 51 percent of all engine-related problems reported.

Issues with fit/finish comprise the second-largest proportion of problems, followed by problems with braking/ride.

“The increase in overall satisfaction and the improvements in five of
the six factors are very positive news for the industry, which is still
trying to fully recover from the blow the economy has delivered in
recent years,” said Brent Gruber, senior manager of the powersports and
commercial vehicle practice at J.D. Power and Associates. “Improving the
quality of motorcycles, as well as the sales and service experience,
certainly positions the manufacturers and their dealerships well for
market recovery.”

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According to Gruber, motorcycle owners are already showing signs that
they are willing to spend again. Customers spent considerably more for
their motorcycle in 2011, compared with 2010. The average owner-reported
price paid in 2011 is $16,125, nearly $2,000 higher than in 2010. On
average, owners spend an additional $1,340 on parts and accessories and
$439 on riding gear—also considerably more than in 2010.

“As satisfaction increases, so does owner loyalty and advocacy,” said
Gruber. “Manufacturers that focus on delivering high quality and
superior service now will experience a long-term positive financial
impact from their efforts.”

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The study finds that as satisfaction increases, the likelihood that
an owner will repurchase their motorcycle brand and recommend their
brand to others also increases. Among owners with high levels of
satisfaction (scores averaging 900 or higher), 97 percent say they are
willing to recommend their motorcycle brand to others and 81 percent
indicate intent to repurchase the same brand for their next motorcycle.
In contrast, among owners who are less satisfied (scores averaging 700
or less), only 43 percent say they are willing to recommend their brand
to others and 31 percent indicate repurchase intent.

The 2011 U.S. Motorcycle Competitive Information Study is based on
responses from 8,123 owners who purchased their new motorcycle between
September 2010 and May 2011. The study was fielded between September and
October 2011.

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For more information about J.D. Power and Associates, visit JDPower.com.

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