BMW India ranks highest in 2013 JD power Customer Satisfaction Index
J.D. Power Asia Pacific Sales Satisfaction Index Study 2013 and J.D. Power Asia Pacific Customer Service Index Study 2013 ranks BMW India highest in Sales Satisfaction and Customer Satisfaction with After-sales Service in the luxury car segment here. It’s the 1st time after-sales experience satisfaction was measured separately in 2 segments – luxury and mass market.
Mr. Gerrit Kuyntjes, Vice President and General Manager, JD Power Asia Pacific and Mr. Mohit Arora, Executive Director, JD Power Asia Pacific presented the awards to Mr. Philipp von Sahr, President, BMW Group India and Mr. Stephan Rausch, Director- After Sales, BMW Group India. Senior executives from leading automotive companies in India were present at the event.
Satisfaction is measured among luxury vehicle owners who visit an authorized dealership service centre for maintenance or repair work between the first 12 to 24 months of ownership. 5 factors listed in order of importance are measured: service quality; vehicle pick-up; service advisor; service facility; and service initiation.
Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction. BMW ranked highest among luxury brands in customer satisfaction with a score of 892, having done extremely well in the service advisor factor.
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