The result states, Mercedes Benz India ranked first scoring 842 points, BMW India received 832 points and Audi India came in third with 825 points. The 2015 India Customer Service Index Study was based on the responses from 265 vehicle owners in the luxury segment who took delivery of their vehicles during the period May 2013 and August 2014. The study also spanned vehicles taken for servicing to authorized dealers between October 2014 and August 2015 while the study was spanned from May to August 2015.
While customers were satisfied with interaction with service advisors, Dealer Service Drives Customer Loyalty and same day service deliveries, customers assessed stated that there were some areas in customer service that needed improvement.
21% of owners revealed that cars were returned from service without washing or vacuuming which was a notable increase over 7% in 2014. Of those customers surveyed, 24% customers were highly satisfied with dealer service while 79% stated that they would return to their dealers for post warranty service while 85% stated that they would also recommend their dealers to friends and family.
Where same day service satisfaction was concerned, more service facilities were presented in 2015 as compared to those offered in 2014.Satisfaction stood at 847 in same day service completion as compared to 817 for services that take more than one day.
Mohit Arora, executive director at J.D. Power, Singapore said – “Luxury vehicle owners around the world normally expect a high level of personalized service, and that holds true for their service experience. Customers expect their service advisor to have an ongoing dialogue with them so they can know the status of the work being done throughout the process. Luxury car manufacturers and their dealerships need to develop appropriate communication protocols in order to fulfill this expectation and drive greater customer engagement.”