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JD Power: Recent Class 8 Truck Quality May Temper Future Customer Satisfaction ...

According to a study by J.D. Power and Associates, a coming ramp-up in production plus the release of new 2010 EPA-compliant engines may negatively impact truck quality.

Overall quality of heavy-duty trucks has improved substantially in 2011, compared with 2010, but whether these quality gains can be sustained in the face of greater production and new emissions regulations remains in question, according to the J.D. Power and Associates 2011 U.S. Heavy-Duty Truck Customer Satisfaction Study.

The study finds that quality of one-model-year-old Class 8 trucks has improved by 29 problems per 100 vehicles, PP100, in 2011, compared with 2010.

Among trucks in service between 13 and 18 months, problems have decreased by 23 percent during the past six years, declining to an average of 198 problems per 100 trucks in 2011from an average of 257 PP100 in 2006. Lower PP100 scores indicate a lower rate of problem incidences and therefore higher quality.

"In recent years, commercial vehicle manufacturers and suppliers have made great strides in improving the quality and reliability of heavy-duty trucks," said Brent Gruber, senior manager of the commercial vehicle practice at J.D. Power and Associates. "But the focus will quickly turn toward maintaining these levels at a time of increased production volumes and the release of 2010 EPA-compliant engines."

According to Gruber, the U.S. trucking industry is experiencing a significant sales recovery, led by replacement of aging trucks and buoyed by an improving U.S. economy, rising used-truck prices, and increases in export shipments. As a result, the higher demand presents some challenges for both manufacturers and suppliers in maintaining existing quality levels, particularly as the increased build rates are coinciding with the release of new 2010 EPA emission engines.

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