Sales Satisfaction among Mass Market Brands in India took into account 7,895 vehicle owners who made purchased during the period September 2014 and April 2015. The latest JD Power study spanned 75 models in the mass market segment and was fielded from March to July 2015.
Key Findings of the JD Power study included customer’s satisfaction where delivery process and timing was concerned wherein it was noted that on both factors there was a decline, dropping by 9 points in each factor.
Vehicle delivery period increased to 11 days after booking in 2015 as against 9 days in 2014 while non compliance with purchase process currently stands at 16 percent which took overall satisfaction rating down 40 points. The JD Power Sales Satisfaction Study also took into account the number of times customers had to visit showrooms.
Here it was found that 39 percent of buyers had to visit showrooms at least thrice before finalizing the purchasing process with satisfaction being 25 points lower. Dealer experience was also rated with 82 percent new vehicle owners stating that they would definitely recommend the particular dealer to friends and families while 74 percent confirming that they would once again purchase the same make of vehicle in the future.
In conclusion, the JD Power Sales Satisfaction Study found that Toyota and Mahindra tied in the ranking with a score of 872 each. Here it was found that Toyota scored over Mahindra in sales initiation factor while Mahindra performed higher in paperwork factor.