Maruti, Honda, Hyundai and Tata lead after-sales customer satisfaction
For the 16th consecutive year, it was market leader Maruti Suzuki India Limited that scored well over competitors in after sales customer service satisfaction taking into account mass market brands in the country. In top spot in this category was Maruti Suzuki India Limited (MSIL) with a score of 906 on a scale of 1000 when assessed on five factors that included service quality, vehicle pick-up, service advisory, service facility and service initiation.
While MSIL was in the lead, it was Honda Cars India that followed in second spot with a score of 880, also ranking as the most improved nameplate in the study. JD Power Study ranked both Hyundai Motors India and Tata Motors in third spot.
The study conducted by JD Power, examined satisfaction levels among vehicle buyers visiting company’s authorized service providers during first 1-2 years of purchase. It was found that auto manufacturers are going an extra mile to comply with customer’s demands where after sales service for repairs and maintenance is concerned. Dealership facilities are continually being enhanced, networks are being expanded while process implementation is being made more efficient.
JD Power Study was based on evaluation from 7,468 vehicle owners during period May 2013 to August 2014. Service satisfaction saw an improvement by 10 points to 866 in 2015 as against 856 in 2014. In 2015, 86% of customers stated that they were reminded about service facilities either through letters, SMS or over the phone, up from 79% in 2014.
Cleanliness of the vehicle after servicing also saw a better rating while 51% customers stated an improvement in paperwork and quicker delivery timing post servicing of their vehicle. Same day delivery post servicing also saw a marked improvement up from 70% in 2014 to 85% in 2015.
Mohit Arora, Executive Director, J.D. Power, said – “Vehicle manufacturers aren’t just servicing cars today; they’re going the extra mile to provide an after-sales experience that is truly memorable and satisfying for their customers. We’re seeing an increase in manufacturers that are focused on delivering a high-quality after-sales experience to customers. With enhanced dealership facilities, better network reach and rigor in process implementation, dealerships have been able to effectively manage and deliver on customer expectations.”