Automobile Industry

JD Power Customer Service Index: Hyundai At No.1, Maruti Slips To No.8

2018 JD Power Customer Service Index

Hyundai grabbed the top spot in the after-sales customer satisfaction, with a score of 912 points.

Hyundai has ranked the highest in the 2018 J.D Power Customer Service Index(CSI)  Study. The South Korean carmaker managed to beat the home-grown automakers – Tata Motors and Mahindra & Mahindra that stood at No. 1 and No. 3 respectively. Hyundai grabbed the top spot in the after-sales customer satisfaction, with a score of 912 out of 1000 points. Read – BS6 Cars To Be Sold in India From April 2020: Supreme Court

While Tata Motors raked second with 874, Mahindra & Mahindra coming in third place with 865 points. Interestingly, both the home-grown carmakers have surpassed Maruti Suzuki that was raked at No.1 in 2016 and No. 2 in 2017.

The Indo-Japanese carmaker stood at No.8, with a score of 804 points, way behind Ford, Toyota, Datsun and Honda. Ford Motor Company raked at No. 4 with a total score of 829 points, while Toyota, Datsun and Honda stood at 5th, 6th and 7th positions with scores of 827, 815 and 810 respectively. Read – Fuel Type Stickers Will Be Mandatory On Vehicles, Says Supreme Court

2018 JD Power Customer Service Index Study

The 2018 J.D Power Customer Service Index Study (Mass-market) study is based on responses from 9,045 new-vehicles owners, who purchased vehicles between March 2015 and August 2017. The study was conducted from March to August, 2018. It showed that 28% of customers who visit dealerships aged 30 years or younger and have higher expectations than the more mature customers.

The study was based different aspects including listening back and repeating all customer requests, performance of a thorough multipoint inspection around the vehicle, regular vehicle status updates and review and explanation of the work pre-and-post service. Read – India’s Top 5 Car Companies In September 2018

The new-vehicle owner satisfaction with the after sales service process  was measured by observing dealership performance in five categories – service quality (30%), service initiation (18%), service facility (18%), service advisor (17%) and vehicle pick-up (17%).

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