Retail

Les Schwab tops J.D. Power retailer satisfaction survey

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Les Schwab Tire Centers rates highest in tire retailer satisfaction for the fourth consecutive year, according to J.D. Power and Associates' 2003 Replacement Tire Buyer Behavior and Satisfaction Study.

"Les Schwab continues to dominate in fulfilling and exceeding customer expectations," says Jeff Zupancic, director of tire practices for J.D. Power.

Runners-up include Discount Tire Co., Big O Tires Inc., Goodyear Auto Centers, National Tire & Battery and Price Club/Costco.

Retailers were evaluated in four areas: retailer service, personnel, facility and product offering.

This year's study also reveals that only 16% of Internet users buy replacement tires through the medium.

"The desire to discuss their needs with a tire salesperson and their intentions to buy from the same retailer are key reasons tire buyers do not use the Internet as a tire shopping tool today," says Zupancic.

In addition, the study ranks the Michelin brand tops in satisfaction among car/compact van and light truck owners.

Following Michelin in the car/compact vehicle category are Toyo, Cooper, Dunlop, Goodyear and Bridgestone, according to J.D. Power officials.

Following Michelin in the light truck category are BFGoodrich, Cooper and Firestone.

The 2003 survey included responses from nearly 7,900 vehicle owners in the United States who have recently bought replacement tires.

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