Maruti Suzuki India takes the top spot in JD Power Customer Satisfaction Survey
India’s leading auto maker, Maruti Suzuki India has acquired the top slot in the after-sales customer service satisfaction survey conducted by global market research firm JD Power. Topping the list for the 16th consecutive year testifies customers’ trust on the brand that is getting firmer every year. JD Power has been conducting this study for over 19 years now wherein they evaluate the degree of satisfaction among customers who regularly visit an authorized dealership between the first 12 to 24 months of ownership for maintenance of their vehicle.
Leading the 2015 India Customer Service Index (CSI) Study with highest score of 906 points out of 1000, MSI outperformed rivals in all parameters and showed substantial improvement in factors like service facility and service initiation.
Trailing behind Maruti Suzuki, Honda Cars India stood second in the survey with 880 points, as per the study, HCI witnessed maximum improvement. Korean auto giant, Hyundai and India’s home grown auto maker, Tata shared the third spot.
Commenting on the recently revealed list of auto makers, the Executive Director of JD Power, Mr. Mohit Arora said that auto companies are not just venturing into new segments but are also working towards providing a satisfying after-sales experience to the customers.
He further added that unlike before, auto makers are now focusing on offering a gratifying after-sales experience to their respective customers, which helps in building a good rapport with customers. He also added that the marked improvement in the after-sales service over the years has been possible due to reasons like improved dealership units, enhanced network and precision in process implementation.
The study scrutinizes five factors primarily which includes vehicle pick-up, service initiation,
service facility service quality and service advisor. The current edition of the study involved around 7468 vehicles owners and was fielded from May 2013 to August 2014. Yet another significant revelation made by the study is that the service satisfaction among customers for mass segment cars improved marginally from 856 points in 2014 to 866 points in 2015.