Editorials

J.D. Power and Associates 2009 Motorcycle Competitive Information Study

Motorcycle Ownership Experience Reaches Record-High Levels for the 7th consecutive year. It is great that Motorcycle ownership overall satisfaction reaches its highest level yet based on the J.D. Power and Associates 2009 Motorcycle Competitive Information Study released yesterday.

On a scale of 1,000, the averages reached 883 points with overall motorcycle ownership satisfaction which is up 24 points from the 2008 survey.  Better quality, lower overall costs of ownership, follow-up sales calls & emails, and service are the driving factors with the most substantial increases occurring in the sales and service factors after the sale.

With the motorcycles industry sales down approximately 30%, the increase in customer satisfaction is primarily due to a decrease in the number of engine and braking defects along with ride issues being down with increased competition.   Plus the fact that dealers have been forced to pay attention and interact with their respective customers’ sales and service experiences now and not like in the past when you may have never heard from a dealer after the motorcycle sale.

The follow-up phone call is a simple concept that may have a significant impact on customers’ sales or service experiences,” said Markusic. “While it might seem that calling customers after a visit would be standard practice for dealers, 20 percent of customers don’t receive a call after a new bike purchase and 56 percent don’t receive a call after having their bike serviced.

Please read more about the J.D. Power and Associates 2009 Motorcycle Competitive Information Study by clicking this link and leaving Boss Hawg feedback comments below.

Boss Hawg

Link:  J.D. Power & Associates

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