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Maruti Suzuki tops J.D. Power’s 2008

For the ninth consecutive year, Maruti Suzuki ranks highest in customer satisfaction with authorized dealer service in India, according to the J.D. Power Asia Pacific 2008 India Customer Service Index (CSI) Study released today.

The study, now in its 12th year, measures satisfaction among vehicle owners who visited their authorized dealership service center for maintenance or repair work during the first 12 to 18 months of ownership, which typically represents the warranty period.

Overall satisfaction is determined by examining seven measures (listed in order of importance): problems experienced; service quality; user-friendly service; service advisor; service initiation; service delivery; and in-service experience.

Maruti Suzuki achieves an overall CSI score of 820 on a 1,000-point scale. Overall customer satisfaction with dealer service for the industry improves slightly in 2008-up by 3 points since 2007, with six of the 11 ranked brands demonstrating gains.

While ranking below the industry average, Tata and Mahindra emerge as the most improved brands respectively, particularly in the areas of service initiation, quality of service advisors and in-service experience.

‘Maruti Suzuki has effectively implemented simple procedures that improve satisfaction with the value of work performed and perceptions of the fairness and honesty of the dealer, such as greeting service customers quickly upon arrival and fully explaining charges and repairs,’ says Mohit Arora, senior director at J.D. Power Asia Pacific, Singapore.

[Via: indiaautomotive]

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Skoda Customers are the Happiest

Skoda customers seem to be the happiest ones in the Indian auto market. Skoda has topped the customer satisfaction survey second year in the row as per the survey conducted by JD Power Asia Pacific 2008 India for Sales Satisfaction Index Study.

The study surveyed nearly 5416 car owners from 20 different Indian cities who have owned cars for nearly two to six months. The study compared nearly 40 passenger cars currently available in the Indian auto market. It undertook seven key factors such as delivery process, delivery timing, sales staff, sales handling, dealer facility, legal formalities or paperwork and finalising the deal.

Skoda scored 799 on a 1000 point scale while Ford trailed by 792 points followed by Honda and Toyota that scored 782 points each and fell on the third spot. “Skoda customers are particularly satisfied with the salespersons and the sales initiation process. A salesperson plays a key role in providing a hassle-free vehicle purchase experience for customers and represents the face of the manufacturers,” says Mohit Arora, Senior Director, JD Power and Associates

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