Toyota tops dealer satisfaction for the sixth year in a row. What are your thoughts?

The results of JD Power India Dealer Satisfaction Study 2016 are out and Toyota Kirloskar Motor (TKM) has topped the chart for the sixth consecutive year. The Japanese automaker not just won the award but has also excelled in all 9 parameters checked.

The dealer satisfaction index rates the automakers based on 9 parameters namely overall satisfaction, marketing and sales activities, product, vehicle ordering/delivery, sales team, parts, warranty claims, after sales team, training, and support. Maruti finished at second place while Hyundai sealed the third slot.

JD Power India dealer satisfaction study 2016 (2)
Toyota excelled in each of the 9 performance parameters of the study.

The data was generated by recording responses from 754 dealer principals or general managers located in 200 cities across the country. This year’s study revealed that around 49% of the dealers are expecting to be profitable in this financial year. When it comes to the top six metros of the country, the optimism is slightly higher at 52%.

The overall dealer satisfaction gains 19 points compared to last year. The performance in all the 9 parameters has also improved with warranty claims being the most improved factor. This year’s study also finds that most of the dealers receive financial assistance from the automakers to buy new stocks and to conduct the business positively.

JD Power India dealer satisfaction study 2016 (5)
The overall satisfaction level improved by 19 points compared to previous year.

Also read – TVS ranks first in JD Power After Sales Service customer satisfaction index 2016

Poor performers are Nissan, Tata and Fiat who are also struggling to stay in contention in the unforgiving Indian car market. The overall satisfaction of the dealers last year was heavily influenced by new or refreshed products, increased customer spending capability, better financial support from car makers and recovery from economic slowdown.

Leave your comments in the section below if you think the study has given fair results.


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