Hyundai India has ranked highest in the JD Power 2017 India Customer Service Index (CSI) study. The South-Korean carmaker managed to beat the country’s largest passenger vehicle manufacturer – Maruti Suzuki. While Hyundai’s score stood at 923 points, the latter one scored 893 points. Interestingly, Tata Motors showed tremendous improvement, as it was a tie between Maruti and Tata for the second position.
The 2017 India Customer Service Index (CSI) study results were evaluated on the basis of 7,878 new-vehicle buyers, who purchased a brand new car within the time duration of May 2015 – August 2016. The study was fielded from May through August 2017. Read – Mahindra Beats Toyota & Ford In JD Power 2017 Sales Satisfaction Index
Speaking on the occasion, Kaustav Roy, Director, J.D. Power, said, “While the quality of service remains a principal driver of customer satisfaction in India, clear, proactive and frequent communication from service advisors demonstrates a greater commitment toward enhancing customer engagement. Dealerships that are successful in delivering on both service and improved communication can expect to achieve stronger recommendations and a higher customer retention level.”
The 2017 JD Power CSI study was based on five key factors to measure new-vehicle owner satisfaction with the after-sales service process. These parameters include – service quality; vehicle pick-up; service advisor; service facility; and service initiation. This study examines service satisfaction in the mass market segment. Read – Bajaj Becomes the Most Valuable Two-wheeler Brand
As per J.D.Power 2017 India Customer Service Index (Mass Market) Study, the Indian vehicle owners are new also concerned about the interaction and communication with the service advisor during the entire after-sales process.
The key factors that influence customer satisfaction include the performance of a multi-point inspection around the vehicle; confirmation of consumer requests; review and explanation of the work pre-service and post-service; and regular vehicle status updates. Besides the after-sales interaction, the quality of service is the second most important aspect of the customer satisfaction.