Tuesday, October 21st, 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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Thursday, September 11th, 2008
After testing the market for the last few months, PSA Peugeot Citroen is now ready to start working towards establishing a component sourcing base in India, for its global operations. The French company has set up a dedicated office in India, through which it aims to conduct all its sourcing activity in the country. More details are expected to emerge over the next few weeks.
[Via: Indiaautomotive]
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Wednesday, August 27th, 2008
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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Friday, May 30th, 2008
Strategic Vision’s total quality index reflects only the first two to three months of ownership. This is similar to J.D. Power’s initial quality scores. Neither survey should really impact a buying decision, outside of the fact that it takes into account the dealership experience. The VW Jetta is leading the pack at the Total Quality Survey by Strategic Vision in the medium car segment. BMW topped the list, with Hummer, Mercedes-Benz, Audi, Infiniti, Lexus, Land Rover, Cadillac, Lincoln and Volkswagen rounding out the top 10. Only VW, GM and Ford showed improvement this year, as the industry averaged dropped a few points.
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