The study measures satisfaction among vehicle owners in regards to maintenance or repair work in the first 12 to 24 months of vehicle ownership. Overall satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction as follows: service quality (43%); vehicle pick-up (17%); service advisor (14%); service facility (14%); and service initiation (11%).
Overall service satisfaction in the mass market segment improved by 22 points to 856 in 2014 from 834 in 2013, and is attributed to improvements across all factors. Service initiation, service quality and vehicle pick-up improved by 22 points each.
With more vehicle owners scheduling an appointment, rather than dropping in, dealerships are able to offer service in a timely manner to reduce owner wait times. 74% of customers are scheduling an appointment in 2014, up from 70% in 2013. 75% of owners indicated their vehicle was taken in for service within 15 minutes of arrival, up from 68% in 2013.
95% percent of owners indicated work was done right the first time in 2014, up from 93% in 2013. 94% of customers indicated they had no problems in a post-service follow-up call with their dealer, up 7% from 2013.
Maruti Suzuki ranks highest in customer satisfaction with dealer service among mass market brands for a 15th consecutive year with a score of 890. Honda and Hyundai rank second having tied at 863. 7,416 vehicle owners were evaluated between May to August 2014 and includes owners who bought their vehicle between May 2012 and August 2013.
As per Kotak Securities, For Q2 FY15, Maruti Suzuki’s result is on expected lines, with revenues up 18% resulting from volume growth. Operating margins grew over Q1 FY15. Maruti has reported net profit of Rs 8.6 bn, growth of 29% YoY and 13% QoQ. Domestic passenger car demand is expected to strong over the next couple of years. Entry level car segment and new launches are key volume growth drivers for Maruti Suzuki. Operating margins are to benefit from reduction in discounting and positive operating leverage.