Arai Ranks Highest in Customer Satisfaction Again, Study Shows

It is the 11th consecutive year that Arai has the highest score in customer satisfaction, according to the J.D. Power and Associates 2009 Motorcycle Helmet Satisfaction Study.

On a scale from 0 to 1,000, Arai scored 830 points, followed by Shoei with 815 points and Icon, with 806 points. Considering the three key factors that the study was based on (ventilation, face shield, and design and styling), Arai ranked highest at ventilation and design and styling, while the results showed that Shoei performs well in face shield.

The three factors were divided in 11 attributes overall: quietness; ventilation/air flow; de-fogging; face shield ability to keep wind out; face shield ability to resist scratching; ease of replacing face shield; scratch resistance of shell; color/graphic design; weight; ease of fastening the strap; and fit and comfort.

“Arai continues to improve in the areas critical to customer satisfaction, which has further differentiated it from other manufacturers,” said Tim Fox, research manager of the powersports practice at J.D. Power and Associates. “Arai’s focus on fit and comfort—the most important consideration when purchasing a motorcycle helmet—and its ability to cater to different types of riders have given the manufacturer a consistent edge in satisfying customers.”

The study was based in responses from more than 4,600 purchasers of new 2008 motorcycle models and their recent helmet purchase and use as well. Results also showed that the percentage of helmet owners who purchased their helmet online has increased up to 17 percent in 2009 from 14 percent in 2008.

Purchasers of more expensive helmets ($200 or more) are more likely to both research and purchase their helmet online. More than one-half of these helmet owners researched online prior to their purchase, and 22 percent of them made their purchase online.
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