Toyota leads in dealer satisfaction

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Toyota has ranked the highest in dealer satisfaction with a score of 924 while Maruti Suzuki ranks second with 895, followed by Hyundai (890), Renault (889) and Honda (884).

These are the findings from the 2016 JD Power 2016 India Dealer Satisfaction with Automotive Manufacturers Index (DSWAMI) Study released on Thursday. It is based on responses from 754 dealer principals or dealership general managers located in more than 200 Indian cities. The study was conducted in association with the Federation of Automobile Dealers Associations and fielded from January through March.

Overall dealer satisfaction with automotive manufacturers averages 845 points on a 1,000-point scale in 2016, up 19 points from 2015. Satisfaction improves across all nine study factors, most notably in warranty claims.

Warranty claims is the most improved factor in the 2016 study, increasing 25 points year over year, with more dealers this year, compared to last year, indicating that processing warranty claims takes 15 or fewer days.

Dealers’ satisfaction with the condition of vehicles on delivery improves the most among all attributes in the study in 2016, as the proportion of dealers who indicate they are “delighted” (rating 10 on a 10-point scale) with this attribute increases by seven percentage points over last year.

Among dealers in the top quartile, 94 per cent indicate they are likely to be working with the same automaker at least for another two years. In contrast, among dealers in the bottom quartile of overall satisfaction, only 63 per cent expect to be working with the same nameplate in two years’ time.

(This article was published on May 26, 2016)