The Hindu: Maruti Suzuki tops J.D. Power customer satisfaction survey
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Car market leader Maruti Suzuki India (MSI) has topped the after-sales customer service satisfaction among mass market brands for a record 16th consecutive year, as per global market research firm JD Power.
According to the JD Power 2015 India Customer Service Index (CSI) Study, MSI with a score of 906, on a scale of 1,000, performs well across all factors with greatest improvements in service initiation followed by service facility.
Honda Cars India, with a score of 880 ranked second and is the most improved nameplate in the study. Hyundai Motor India and Tata Motors are tied at third position.
JD Power, Executive Director Mohit Arora said: “Vehicle manufacturers aren’t just servicing cars today; they’re going the extra mile to provide an after-sales experience that is truly memorable and satisfying for their customers.”
There is an increase in manufacturers that are focused on delivering a high-quality after-sales experience to customers, he added.
“With enhanced dealership facilities, better network reach and rigour in process implementation, dealerships have been able to effectively manage and deliver on customer expectations,” Arora said.
The study, now in its 19th year, examines satisfaction among vehicle owners who visit an authorised dealership service centre for maintenance or repair work between the first 12 to 24 months of vehicle ownership.
The study measures overall satisfaction in five factors — service quality, vehicle pick-up, service advisor, service facility and service initiation.
The latest study is based on evaluations from 7,468 vehicle owners. The study was fielded from May through August between May 2013 and August 2014.
It found that overall service satisfaction in the mass market segment improved by 10 points to 866 in 2015 from 856 in 2014. The increase is attributed to strong improvements across all factors, with the greatest improvement in service initiation.