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Brand benchmark Germany 2016
Brief study excavator more than 10 tons
Seite 2
• For manufacturers as well as dealers of construction equipment it becomes more and more
difficult to prevail in competition.
• Beside good quality, after-sales services become more and more important factors for buying
or rebuying decisions of construction machinery.
• Thereby it is very important for manufacturers to know their own position within the
competitive landscape and measures to improve it.
• The following brief study is the result of a survey with construction companies and fleet
mangers which have at least on excavator with 10 tons or more.
• Rental parks and dealers with or without rental business were not included.
• Overall 54 interviews were done between February and March 2016 with companies that
have at leased bough one machine after January 2010.
• The interview partner choose a scale of 1 (bad) to 10 (very good).
• Only new machines were taken into account.
• The survey includes the brands JCB, Komatsu, Liebherr, Hitachi and Volvo.
Brand benchmark Germany 2016
Introduction
Seite 3
Brand benchmark Germany 2016
Participant statistics
27%
7%
3%
13%
7%26%
2%
Interviews by excavator brand:
• JCB: 8
• Komatsu: 10
• Liebherr: 16
• Hitachi: 11
• Volvo: 9
n = 54
13%
2%
Folie 4
Communication
“How satisfied were you with the communication of the manufacturer/dealer when buying the machine?”
n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
• The majority of the machine
users was mostly satisfied with
the communication before and
within the purchasing process.
• Only Komatsu with an average
score of 7,2 is ranked
comparably weak.
• „All confirmed steps within the
ordering process were fulfilled.
Overall we were very satisfied
with the communication of
Liebherr.“
General manager construction company
Source: Own interviews
8,5
7,2
8,9
8
8,7
0
1
2
3
4
5
6
7
8
9
10
JCB Komatsu Liebherr Hitachi Volvo
Folie 5
Order process
“How satisfied were you with the ordering process?”
• According to the ordering process a
heterogeneous pictures becomes
visible.
• While Liebherr is rated very good
especially Komatsu and Hitachi
seem to have weaknesses.
• „Communication and ordering
process were a catastrophe“
General manager construction company
(Hitachi user)
8,4
7,5
8,7
7,1
7,9
0
1
2
3
4
5
6
7
8
9
10
JCB Komatsu Liebherr Hitachi Volvo
Source: Own interviews
n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
Folie 6
Delivery time
“How satisfied were you with the delivery times?”
• All participants have mentioned
problems according to the delivery
times but JCB is ranked best in this
context.
• Problems are not always seen in
delays but also on long regular
delivery times.
• „The agreed deadline was met
even thought it was a bit to long
out of our point of view.“
Head of purchase construction company
8,1
7
7,4
6,5
7,4
0
1
2
3
4
5
6
7
8
9
JCB Komatsu Liebherr Hitachi Volvo
Source: Own interviews
n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
Folie 7
Quality
“How satisfied are you with the machine quality?“
• Most of the participants are
satisfied with the machine quality.
• Only Hitachi has a score below 8
according to quality.
• In opposite to external brand rating
excavators in the own fleet are rated
much better.
• „Liebherr machines are very
expensive but the price is justified by
high quality and very good service.
Nevertheless price and quality of the
machines made us change toward
JCB.“
General manager construction company
9
8,5
8,8
7,9
8,9
0
1
2
3
4
5
6
7
8
9
10
JCB Komatsu Liebherr Hitachi Volvo
Source: Own interviews
n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
Folie 8
Service
„How satisfied are your with the manufacturers/dealers service?“
• Liebherr and Volvo have the best
performance according to quality.
• This is not least because of the
fact that this companies have
been active in the market since a
long time and have a well
developed dealer and service
network.
• Hitachi and Komatsu are rated
worse by the participants.
Source: Own interviews
n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
8,3
7
8,8
7,2
8,6
0
1
2
3
4
5
6
7
8
9
10
JCB Komatsu Liebherr Hitachi Volvo
Folie 9
Brand loyalty
“How would you estimate the probability to buy a new machine from the same supplier again?“
• The probability of a repurchase
differs a lot between the
different brands.
• The highest customer loyalty
have JCB, Liebherr and Volvo.
• Komatsu is ranked worst
according to customer loyalty.
Reasons for that seem to be
problems with service and
delivery times.
9
6,3
8,5
7,7
8,4
0
1
2
3
4
5
6
7
8
9
10
JCB Komatsu Liebherr Hitachi Volvo
Source: Own interviews
n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
Folie 10
Brand benchmark (1)
0
1
2
3
4
5
6
7
8
9
10
JCB Komatsu Liebherr Hitachi Volvo
User
Non-User
Source: Own interviews
„Please imagine a similar machine. How would you assess the quality of different brands?“
n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
Folie 11
Brand benchmark (2)
0
1
2
3
4
5
6
7
8
9
10
JCB Komatsu Liebherr Hitachi Volvo
User
Non-User
„Please imagine a similar machine. How would you assess the service of different brands?“
Source: Own interviews
n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
Folie 12
Benchmark service and quality
• The benchmarks show that brands within the own fleet are mostly rated better than other
brands.
• Established brands like Liebherr or Volvo have the slightest deviation according to the used
and non-used brands.
• Huge gaps are visible at JCB. Companies which use those machines rate quality and service
much better than companies which do not have any experience with these brand.
• This could be based on problems with recognition and communication problems. Moreover a
high brand loyalty of the established brands could be reasonable for that.
• Primary it could be concluded that Komatsu and Hitachi have the weakest performance in the
benchmark.
• Due to the fact that machine quality is rated more or less equal by all machine users gaps
according to service have strong impacts.
Folie 13
• The brand benchmark shows that there are three different groups within the excavator brands:
• The „Performer“ are characterized by high quality and service
• The „Underdogs“ are rated much better from users than from non-users which have no experience withe the
machines
• The „In-Betweeners“ have average ratings and can not convince in any category
• The „Performer“ Liebherr and Volvo have the best results in the benchmark. Both brands convince
in quality as well as service and have a high brand loyalty.
• Hitachi and Komatsu show weaknesses in different areas. Especially delivery times, the ordering
process and service where ranked worst at both brands.
• JCB machines are currently still underestimated. The benchmark shows a high development
potential if the company is able to convince current non-users.
• Improvements in communication and after-sales management can, in times of comparable
machine qualities, important factors for market success.
Conclusion
Conclusion of brand benchmark
Source: Own interviews
Folie 14
Brand matrix
Classification of excavator manufacturers according to brand benchmark
Benchmark Result
Developmentpotential
Low
Low
High
High
„Performer“
„Underdogs“
„In-Betweener“
• The following matrix gives an
overview about the benchmark
results in relation to the
development potential each brand
has.
• JCB has good benchmark results
and shows a high development
potential.
• The other manufacturers are
already established in the market
whereby Volvo and Liebherr have
very good results according to
service but only a small
development potential.
Quelle: Eigene Interviews
JCB
HITACHI
Komatsu VOLVO
Liebherr
Short study brand benchmark excavator germany 2016 - www.machinery-research.de

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Short study brand benchmark excavator germany 2016 - www.machinery-research.de

  • 1. Brand benchmark Germany 2016 Brief study excavator more than 10 tons
  • 2. Seite 2 • For manufacturers as well as dealers of construction equipment it becomes more and more difficult to prevail in competition. • Beside good quality, after-sales services become more and more important factors for buying or rebuying decisions of construction machinery. • Thereby it is very important for manufacturers to know their own position within the competitive landscape and measures to improve it. • The following brief study is the result of a survey with construction companies and fleet mangers which have at least on excavator with 10 tons or more. • Rental parks and dealers with or without rental business were not included. • Overall 54 interviews were done between February and March 2016 with companies that have at leased bough one machine after January 2010. • The interview partner choose a scale of 1 (bad) to 10 (very good). • Only new machines were taken into account. • The survey includes the brands JCB, Komatsu, Liebherr, Hitachi and Volvo. Brand benchmark Germany 2016 Introduction
  • 3. Seite 3 Brand benchmark Germany 2016 Participant statistics 27% 7% 3% 13% 7%26% 2% Interviews by excavator brand: • JCB: 8 • Komatsu: 10 • Liebherr: 16 • Hitachi: 11 • Volvo: 9 n = 54 13% 2%
  • 4. Folie 4 Communication “How satisfied were you with the communication of the manufacturer/dealer when buying the machine?” n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9 • The majority of the machine users was mostly satisfied with the communication before and within the purchasing process. • Only Komatsu with an average score of 7,2 is ranked comparably weak. • „All confirmed steps within the ordering process were fulfilled. Overall we were very satisfied with the communication of Liebherr.“ General manager construction company Source: Own interviews 8,5 7,2 8,9 8 8,7 0 1 2 3 4 5 6 7 8 9 10 JCB Komatsu Liebherr Hitachi Volvo
  • 5. Folie 5 Order process “How satisfied were you with the ordering process?” • According to the ordering process a heterogeneous pictures becomes visible. • While Liebherr is rated very good especially Komatsu and Hitachi seem to have weaknesses. • „Communication and ordering process were a catastrophe“ General manager construction company (Hitachi user) 8,4 7,5 8,7 7,1 7,9 0 1 2 3 4 5 6 7 8 9 10 JCB Komatsu Liebherr Hitachi Volvo Source: Own interviews n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
  • 6. Folie 6 Delivery time “How satisfied were you with the delivery times?” • All participants have mentioned problems according to the delivery times but JCB is ranked best in this context. • Problems are not always seen in delays but also on long regular delivery times. • „The agreed deadline was met even thought it was a bit to long out of our point of view.“ Head of purchase construction company 8,1 7 7,4 6,5 7,4 0 1 2 3 4 5 6 7 8 9 JCB Komatsu Liebherr Hitachi Volvo Source: Own interviews n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
  • 7. Folie 7 Quality “How satisfied are you with the machine quality?“ • Most of the participants are satisfied with the machine quality. • Only Hitachi has a score below 8 according to quality. • In opposite to external brand rating excavators in the own fleet are rated much better. • „Liebherr machines are very expensive but the price is justified by high quality and very good service. Nevertheless price and quality of the machines made us change toward JCB.“ General manager construction company 9 8,5 8,8 7,9 8,9 0 1 2 3 4 5 6 7 8 9 10 JCB Komatsu Liebherr Hitachi Volvo Source: Own interviews n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
  • 8. Folie 8 Service „How satisfied are your with the manufacturers/dealers service?“ • Liebherr and Volvo have the best performance according to quality. • This is not least because of the fact that this companies have been active in the market since a long time and have a well developed dealer and service network. • Hitachi and Komatsu are rated worse by the participants. Source: Own interviews n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9 8,3 7 8,8 7,2 8,6 0 1 2 3 4 5 6 7 8 9 10 JCB Komatsu Liebherr Hitachi Volvo
  • 9. Folie 9 Brand loyalty “How would you estimate the probability to buy a new machine from the same supplier again?“ • The probability of a repurchase differs a lot between the different brands. • The highest customer loyalty have JCB, Liebherr and Volvo. • Komatsu is ranked worst according to customer loyalty. Reasons for that seem to be problems with service and delivery times. 9 6,3 8,5 7,7 8,4 0 1 2 3 4 5 6 7 8 9 10 JCB Komatsu Liebherr Hitachi Volvo Source: Own interviews n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
  • 10. Folie 10 Brand benchmark (1) 0 1 2 3 4 5 6 7 8 9 10 JCB Komatsu Liebherr Hitachi Volvo User Non-User Source: Own interviews „Please imagine a similar machine. How would you assess the quality of different brands?“ n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
  • 11. Folie 11 Brand benchmark (2) 0 1 2 3 4 5 6 7 8 9 10 JCB Komatsu Liebherr Hitachi Volvo User Non-User „Please imagine a similar machine. How would you assess the service of different brands?“ Source: Own interviews n: 54; JCB: 8; Komatsu: 10; Liebherr: 16; Hitachi: 11; Volvo: 9
  • 12. Folie 12 Benchmark service and quality • The benchmarks show that brands within the own fleet are mostly rated better than other brands. • Established brands like Liebherr or Volvo have the slightest deviation according to the used and non-used brands. • Huge gaps are visible at JCB. Companies which use those machines rate quality and service much better than companies which do not have any experience with these brand. • This could be based on problems with recognition and communication problems. Moreover a high brand loyalty of the established brands could be reasonable for that. • Primary it could be concluded that Komatsu and Hitachi have the weakest performance in the benchmark. • Due to the fact that machine quality is rated more or less equal by all machine users gaps according to service have strong impacts.
  • 13. Folie 13 • The brand benchmark shows that there are three different groups within the excavator brands: • The „Performer“ are characterized by high quality and service • The „Underdogs“ are rated much better from users than from non-users which have no experience withe the machines • The „In-Betweeners“ have average ratings and can not convince in any category • The „Performer“ Liebherr and Volvo have the best results in the benchmark. Both brands convince in quality as well as service and have a high brand loyalty. • Hitachi and Komatsu show weaknesses in different areas. Especially delivery times, the ordering process and service where ranked worst at both brands. • JCB machines are currently still underestimated. The benchmark shows a high development potential if the company is able to convince current non-users. • Improvements in communication and after-sales management can, in times of comparable machine qualities, important factors for market success. Conclusion Conclusion of brand benchmark Source: Own interviews
  • 14. Folie 14 Brand matrix Classification of excavator manufacturers according to brand benchmark Benchmark Result Developmentpotential Low Low High High „Performer“ „Underdogs“ „In-Betweener“ • The following matrix gives an overview about the benchmark results in relation to the development potential each brand has. • JCB has good benchmark results and shows a high development potential. • The other manufacturers are already established in the market whereby Volvo and Liebherr have very good results according to service but only a small development potential. Quelle: Eigene Interviews JCB HITACHI Komatsu VOLVO Liebherr