BMW is up to its fifth recall, in just five weeks, with a bevy of models been hit with safety concerns. The first recall was for the German company’s flagship model, the BMW R1200GS, which could see its front suspension fail if the motorcycle was subjected to hard use. The second recall affected BMW models that shipped with panniers, as they did not meet federal requirements for vehicle reflectors. The third recall was for BMW R1200RT Police models, while the fourth recall concerned the wheels on two of BMW’s scooter models. Today marked BMW’s fifth recall, which affects over 3,000 units of its BMW R nineT roadster model, as they could suffer from a swingarm pivot point pin coming loose.
Consumer Reports has taken another polling from motorcycle owners, a part of the publication’s continuous assessment on the value of various motorcycle brands and categories.
As usual, the Japanese brands dominated the reliability segment, though that did not automatically translate into the happiest of owners.
Victory Motorcycles takes the cake for keeping its customers happy, which stems from having fairly reliable motorcycles, coupled with good customer service and dealer interactions.
As such, 80% of Victory owners said they would buy a Victory again. Compare that figure to 72% for Harley-Davidson, and 70% for Honda (all other OEMs were below 70%).
The Pied Piper Prospect Satisfaction Index (PSI) has become the motorcycle industry’s gold standard on dealer assessment, especially between brands. Scoring on the PSI is done by a combination of industry sales, as well as mystery shopper experiences, which Pied Piper itself conducts. Tallying scores for their 2014 report now, Pied Piper has announced that Ducati has come out on top in the Prospect Satisfaction Index rankings, followed by Harley-Davidson (2nd) and Can-Am (3rd). Overall though, motorcycles dealers across all brands improved on their scores from 2012, with 12 of the 17 measured brands getting higher scores than last year.
J.D. Power and Associates have released their 2011 Helmet Satisfaction Study, and the results are pretty interesting. The study takes an 11-point approach on helmet satisfaction, having helmet purchasers rank their lid on the following attributes: quietness; ventilation/air flow; de-fogging performance; face shield effectiveness of keeping wind out; face shield resistance to scratching; ease of replacing face shield; scratch resistance of shell; color/graphic design; weight; ease of fastening the strap; and fit and comfort.
Perhaps unsurprising to many, Arai topped the list as having the highest rating (this makes the 13th year in a row for the Japanese helmet manufacturer), but this year will carry an asterisk, as Icon tied Arai in customer satisfaction with a score of 852 out of 1,000. According to JDPA, Arai’s scores across all 11 attributes were strong, with a particular strength in “fit & comfort” and “face shield effectiveness of keeping wind out”. Similarly, Icon scored especially well in “color/graphic design”, while Shoei got strong marks for “ease of replacing the face shield”.
For twelve years in a row, Arai Helmets has topped J.D. Power & Associates motorcycle helmet rankings for customer satisfaction. This is important because J.D. Power also found that highly satisfied owners are more likely to buy their brand of helmet again (that’s a no brainer, right?). The kicker though is that the likelihood of a repeat customer is nearly 10x more likely when they are highly satisfied with their helmet. In a world where it’s cheaper to keep an existing customer than to find a new one, a 10x multiple is a staggering figure on how product quality plays into a company’s sales and growth strategy.
J.D. Power and Associates has just released a report that details some of the major reasons why motorcycle buyers purchase one bike over another. After talking to over 3000 customers in September and October, the report outlines four major factors for purchasing desiions, namely: why a buyer bought from one brand rather than another. The short answer is: The Dealer, the long answer is after the jump.