In this year’s after-sale service satisfaction study, there has been an improvement of 14 points to 880 on a 1000-point scale from 866 in 2015.
Maruti Suzuki JD Power CustIndia’s largest carmaker, Maruti Suzuki India has topped the J.D. Power Customer Service Index (CSI) for the 17th consecutive time. In this year’s after-sale service satisfaction study, there has been an improvement of 14 points to 880 on a 1000-point scale from 866 in 2015.
As per the JD Power 2016 India Customer Service Index study, Maruti Suzuki and Honda have ranked highest in satisfaction with both scoring 901. While Maruti Suzuki has retained its position for the 17th time in a row, Honda has ranked highest for the first time. Maruti Suzuki India has performed well across all factors. Also Read – Upcoming 12 New Maruti Suzuki Cars in India
“Our service network on an average services over 15 lakh cars per month and over 1.6 crore cars per annum. The mantra is ‘create devoted customers’. This involves concepts such as express service bays and early morning service to deliver vehicles on time. Express service bays are operational across 1,600 cities and offer quick service in 90 minutes. Workshops are pro-actively communicating these concepts so that customers can benefit from them,” said Pankaj Narula, Service Head, Maruti Suzuki India Ltd.
The 2016 study finds 22 service standards that may positively impact the overall customer experience. Interestingly, 35 percent customers in South India indicate that their dealer implemented all 22 standards as against 19% customers in the Northern part of the country.
“In an astoundingly diverse market like India where every region and state has its own unique characteristics and needs, dealers need to capitalize on every customer interaction opportunity to develop points of differentiation and deliver on those expectations,” said Mohit Arora, executive director at J.D. Power. “By being attuned to the differing customer needs across the country, dealerships can continuously adapt their service processes to consistently deliver a superior customer experience.”
The study also says that customers appreciate a clean air. “The percentage of customers who indicate that their vehicle was returned washed and vacuumed has increased by 11 percentage points to 89%, compared with 78% in 2015. This action improves overall satisfaction by 9 index points above industry average.”, claims the study.
In the 2016 India Customer Service Index (CSI), JD power assessed 7843 new vehicle owners who bought their cars between May 2014 and August 2015. The Study, however, was carried out from May through August 2016. The overall satisfaction is measured in five factors – service quality, service advisor, service facility, vehicle pick-up and service initiation. omer Satisfaction