In India it takes as long to go to service centre today as it did in 2009, JD Power study
While the number of workshops in automakers’ service networks has increased significantly, workshops in key locations where vehicle owners often live or work isn’t aligned to customer needs. As a result, it takes vehicle owners the same amount of time to reach a service workshop as it did in 2009 as per the JD Power Asia Pacific 2013 India Customer Service Index (CSI) Study.
“While there has been service network expansion by all automakers during the past five years, the locations of these establishments are not sufficiently meeting customer needs in many cases either due to real estate availability, cost and local regulations,” said Mohit Arora, executive director, J.D. Power Asia Pacific. “Since vehicle servicing is seen as an essential errand, any steps taken to enhance customer convenience are likely to be appreciated.”