Arai Ranks Highest in Customer Satisfaction with Motorcycle Helmets for an 11th Consecutive Year

J.D. Power and Associates Reports:

Arai Ranks Highest in Customer Satisfaction with Motorcycle Helmets for an 11th Consecutive Year

 

Helmet Owners Increasingly Likely to Purchase Online

 

WESTLAKE VILLAGE, Calif.: 26 May 2009 — Arai ranks highest in satisfying motorcycle helmet owners for an 11th consecutive year, according to the J.D. Power and Associates 2009 Motorcycle Helmet Satisfaction StudySM released today.

 

The study measures the overall satisfaction of motorcyclists with their new helmet in three key factors: ventilation, face shield, and design and styling; which consist of 11 attributes: quietness; ventilation/air flow; de-fogging; face shield ability to keep wind out; face shield ability to resist scratching; ease of replacing face shield; scratch resistance of shell; color/graphic design; weight; ease of fastening the strap; and fit and comfort.

 

With a score of 830 on a 1,000-point scale, Arai ranks highest and performs particularly well in the ventilation and design and styling factors. Shoei follows with a score of 815 and performs well in face shield. Icon ranks third overall with a score of 806.

 

“Arai continues to improve in the areas critical to customer satisfaction, which has further differentiated it from other manufacturers,” said Tim Fox, research manager of the powersports practice at J.D. Power and Associates. “Arai’s focus on fit and comfort—the most important consideration when purchasing a motorcycle helmet—and its ability to cater to different types of riders have given the manufacturer a consistent edge in satisfying customers.”

 

Overall satisfaction with motorcycle helmets has increased to an average of 766 in 2009—up 5 points from 2008—the highest level since the study’s inception in 1999.

 

The study finds that while the percentage of helmet owners who conducted research online before buying has remained relatively steady from 2008 at 36 percent, the proportion of helmet owners who purchased their helmet online has increased—up to 17 percent in 2009 from 14 percent in 2008. Additionally, those who purchased more expensive helmets ($200 or more) are more likely to both research and purchase their helmet online. More than one-half of these helmet owners researched online prior to their purchase, and 22 percent of them made their purchase online.

 

The 2009 Motorcycle Helmet Satisfaction Study is based on responses from more than 4,600 purchasers of new 2008 model-year motorcycles who provided information about their most recent helmet purchase experience and helmet use. The study was fielded in September and October 2008.

 

About J.D. Power and Associates

Headquartered in Westlake Village , Calif. , J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

 

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies (NYSE:  MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com.

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Customer Satisfaction with the Motorcycle Ownership Experience Reaches Record-High Levels

 

Customer Satisfaction with the Motorcycle Ownership Experience Reaches Record-High Levels

Despite Higher Owner-Reported Motorcycle Prices, Satisfaction with Perceived Value Increases in 2008

 

WESTLAKE VILLAGE, Calif.: 17 December 2008 – Overall satisfaction with the motorcycle ownership experience has increased for a sixth consecutive year to a record-high level, according to the J.D. Power and Associates 2008 Motorcycle Competitive Information StudySM released today.

Now in its 11th year, the study measures owner satisfaction with new motorcycles by examining five major components of the overall ownership experience: product; quality; cost of ownership; sales; and service.

Overall motorcycle ownership satisfaction averages 814 (based on a 1,000-point scale) in 2008, up 5 points from 2007. While all five components driving satisfaction improve in 2008, the most notable increases occur in the areas of cost of ownership and product quality.

Overall, satisfaction with cost of ownership has increased steadily over time. In 2008, satisfaction with cost of ownership improves by 11 points from 2007 to an average of 707. In addition, 18 percent of owners in 2008 report that the cost of owning their motorcycles is “outstanding” (a rating of 10 on a 10-point scale), compared with only 10 percent of customers in 2005 who indicated the same. Furthermore, 30 percent of motorcycle owners in 2008 indicate that the value they received for the price paid is “outstanding,” compared with 21 percent in 2005.

The study finds that product quality has improved in 2008, compared with 2007, primarily due to a decrease in owner-reported problems. The overall number of problems reported averages 152 problems per 100 vehicles (PP100)-down 8 PP100 from 2007. In addition, the number of owners who report having a problem-free experience with their motorcycle averages 42 percent in 2008, an improvement of 3 percentage points, compared with 2007.

“Despite the fact that owners report paying 14 percent more for their motorcycles this year, they are also more satisfied with the value received for the money spent,” said Tim Fox, research manager of the powersports practice at J.D. Power and Associates. “There are several motorcycle models with a higher price point that owners have indicated are a particularly good value for the money. This demonstrates that if you make a superior product, consumers are willing to pay a higher price for it because they believe it to be an excellent value.”

The study also finds that the industry continues to struggle with attracting younger, first-time motorcycle buyers.

“Since 2001, the average age of motorcycle owners has increased from 40 to 47 years,” said Fox. “This indicates that the current population of motorcycle buyers is aging, and a large proportion of these owners are likely to soon exit the market. Because first-time motorcycle buyers comprise 22 percent of all new motorcycle purchases-a figure has remained relatively flat since 2001-it is critical for manufacturers to focus on attracting first-time and younger buyers-primarily those in the Gen X and Y demographics-in order to ensure continued growth in this market.”

The study also includes the following findings:

  • Among motorcycle owners who visit a dealer for repair work, 79 percent report that the repair was performed correctly the first time-an increase of four percentage points from 2007.

 

  • The two problems that have the greatest negative impact on overall product satisfaction are rough paint and engines that overheat. Other problems that have a particularly strong impact on satisfaction include gearshift issues, lacking power, and the ride being too stiff or too soft.

 

  • During the past seven years, satisfaction with the engine and transmission has shown the greatest improvement among product-related aspects.

 

The 2008 Motorcycle Competitive Information Study includes responses from 7,334 owners who purchased new on-road or dual-sport motorcycles between September 2007 and May 2008. Owners were surveyed in September and October 2008.

About J.D. Power and Associates

Headquartered in Westlake Village , Calif. , J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies (NYSE:  MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com

J.D. Power and Associates Media Relations Contacts:

Jeff Perlman; Brandware Public Relations; Agoura Hills, Calif.; (818) 706-1915; jperlman@brandwaregroup.com

John Tews; Troy , Mich. ; (248) 312-4119; john.tews@jdpa.com   

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate

2008 Motorcycle Escaped Shopper Study and Motorcycle Competitive Information Study

J.D. Power and Associates to Release Results of
2008 Motorcycle Escaped Shopper Study on December 10 and

Motorcycle Competitive Information Study on December 17

 

J.D. Power and Associates will release the results of its 2008 Motorcycle Escaped Shopper Study on Wednesday, December 10 and its Motorcycle Competitive Information Study the following Wednesday, December 17.  Both studies will be released at 9 a.m. ET.

 

The inaugural Motorcycle Escaped Shopper Study analyzes the reasons consumers consider a particular motorcycle brand but ultimately purchase a different brand.

 

Now in its 11th year, the Motorcycle Competitive Information Study measures owner satisfaction with new motorcycles by examining five major components of the overall ownership experience: product; quality; cost of ownership; sales; and service.

Members of the J.D. Power and Associates Motorsports Practice, will be available for interviews to discuss study findings after 9 a.m. E.T./6 a.m. P.T.  To schedule an interview, please call: