Motorcycle manufacturers are trying harder than ever to please customers according to J.D. Powers, and the result is higher quality bikes and happier owners. "The result of this increased competition is that the quality and performance of bikes is at an all-time high," Powers' Todd Markusic explains, "and dealers are paying much more attention to their customers' sales and service experiences."
The survey reports that average problems per 100 vehicles is down 26 to 126, and each of the study's five criteria-- product, quality, cost of ownership, sales, and service-- have improved, with sales and service showing the biggest improvements.
The study is in its twelfth year, and fielded responses from nearly 8,000 owners between August and October 2009, focusing on 2009 model year bikes.
Source: J.D. Power and Associates
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It took a very long time for car dealers to realize that Parts & Service was not the “back end” of the dealership…rather it was the “back BONE” of the business. It doesn’t matter how bad unit sales get, people still need what they’re driving / riding fixed. There’s still more than a few car dealers living in the dark ages that have yet to discover the value of a well run service business – or, the liability of a poorly run one. The JDP report would indicate MC dealers are starting to pick up on the same well kept secret. Treat people well after you sell the bike, and they’ll keep coming back. Sales Dept sells the 1st one. Parts & Service sells the next one.