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 (PP100) from an average of 133 PP100 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.
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 PP100 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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