The first JD Power Research India two wheeler customer service study has some rather interesting findings. For starters, the market leaders Hero Motocorp and Honda Motorcycle Scooter India (HMSI) do not feature in the top-3 brands when it comes to after-sales customer satisfaction.
TVS Motor Co. claims the top spot in after-sales service satisfaction with a score of 773 with good performance in individual categories – vehicle pick-up, service advisor, service quality, service facility, and service initiation. Suzuki finishes second with an overall score of 764 points and Royal Enfield seals the last step of the podium with a score of 758 points.
The study has also identified that around 22% (roughly one-in-five) of two-wheeler owners have visited an independent workshop while the two-wheeler is under warranty. This indicates that authorized service centres are experiencing significant pressure from third-party workshops.
The service experience at an authorized workshop is driven by three key activities – quality of work done, on-time delivery and charges incurred. Over 25% of customers have expressed dissatisfaction over these activities and this correlates with the proportion of people looking for service elsewhere. In other words, there is a need for the authorized service centres to step up their game.