Hino gains top rank in customer satisfaction

2010 Class 5,6,7 trucks get the nod in JD Power study

January 20, 2012
by Fleet Management staff

NOVI, MICHIGAN:  Hino Trucks rank highest in customer satisfaction with conventional medium duty engines, four years in a row, and Hino Trucks ranks highest in customer satisfaction among conventional medium duty trucks, two years in a row, according to the JD Power and Associates 2010 Medium Duty Truck Customer Satisfaction Study.

“This kind of accolade provides Hino Trucks valuable, independent feedback as we continue our commitment to exceed our customer’s performance and power expectations,” said Glenn Ellis, vice-president of marketing for Hino Trucks. “Hino Trucks has built strong owner loyalty and driver satisfaction with a reputation for producing high quality medium duty trucks in the US. We are proud of these achievements and in Hino’s ability to deliver the best product in the industry.”
As competition intensifies in the medium-duty truck engine market, quality and reliability remain the most important aspect of overall satisfaction. The Engine Study, now in its fourth year, measured customer perceptions of 2010 model-year Class 5, 6 and 7 trucks equipped with both gasoline and diesel engines by looking at eight distinct factors:

  • engine reliability/dependability;
  • ease of access for service or maintenance;
  • maintaining speed on grades;
  • acceleration when fully loaded;
  • control module (ECM);
  • vibration at idle;
  • engine warranty;
  • average fuel economy.

The Customer Satisfaction Study, now in its 19th year, measures customer perceptions of 2010 model-year Class 5, 6 and 7 commercial trucks. Within the product index, six factors are used to determine overall satisfaction:

  • engine;
  • warranty;
  • cost of operation;
  • cab and body;
  • ride/handling/braking;
  • transmission.

The study also measures satisfaction with services received from an authorized truck dealer. Six factors comprise the service index:

  • service facility;
  • service quality;
  • service advisor;
  • service initiation;
  • service delivery;
  • service price.

Hino Trucks had the highest scores in all ratings factors for both studies.