I don't believe this survey for a second, the people who did it are either biased or did not conduct the research properly. I find it very, very hard to believe that both Ducati and BMW scored just above average, yet alone that far behind H-D. The fact is that one person's idea of great customer service can be totally different from another's. Case in point, when I used to work p/t for a major electronics store (not best buy), we were told to approach every customer and offer assistance. There philosophy was basically that customers don't know what they want and it was our job to use our "expert knowledge" to help them decide on the right product. Well, here's the thing. Not everyone wants to be approached and/or greeted immediately upon entering the store. Oh, and there's people who will come in who know more about the product than you...there's actually people who love to come in and demonstrate their superior knowledge for no other reason than to make the salesperson look silly. The other extreme is that there are people out there that expect to be greeted immediately and assisted with every aspect of the shopping experience. IMO, the internet has greatly reduced the number of shoppers who fit this second profile.
Two weekends ago I stopped by my local H-D dealership to look at a new Buell, they had an '06 lightning long there with msrp on it. I told them I was at least a year out and that I wouldn't buy one until I rode one. Their dealership no longer offers demo rides on Buells due to too many mishaps. They asked me to sit and said they'd like some contact info....seemed harmless enough. They started to fill out a form and I came unglued when they asked where I worked and how much I made. It's their policy to tell every customer how much the bike will cost them per month they tell me. I left when they insisted that they weren't going to run my credit because they own their own bank. I felt insulted that they would think that I'm too stupid to know that the only way a bank would tell me what my monthly payment would be is if they ran my credit to see what rate I qualify for.
OK, I'm done ranting, but again. This study means nothing. I'm sure Suzuki or BMW or Vespa could hire someone to do a study that said their brands are the best.