In the J.D. Power Customer Service Index (CSI), Maruti Suzuki has been ranked highest for the 16th consecutive time for the year 2015. The CSI study done by global market research firm J.D.Power is aimed at gauging customer satisfaction of vehicle owners in the country. The measurement and recognition is based on customer feedback program that is conducted at authorised dealerships service centres across the country. Vehicle owners rate the maintenance and repair work that the car undergoes between the first 12-24 month period.
In the order of importance, the various parameters on which the performance is measured include - service quality, vehicle pick-up, service advisor, service facility, and service initiation. (See graph on the right). Overall satisfaction is then ranked on a 1-1000 point scale.
Mohit Arora, Executive Director, J.D. Power, was present at the award distribution event that took place yesterday (30th October) in Singapore and said “Vehicle manufacturers aren’t just servicing cars today; they’re going the extra mile to provide an after sales experience that is truly memorable and satisfying for their customers, We’re seeing an increase in manufacturers that are focused on delivering a high quality after-sales experience to customers. With enhanced dealership facilities, better network reach and rigor in process implementation, dealerships have been able to effectively manage and deliver on customer expectations.”
The overall customer service satisfaction measured in the mass market segment has improved by 10 points (866 in 2015) from last year score of 856. The increase has come about mainly due to the greatest improvement in service initiation (+14 points) with minor variations in other areas.
Maruti Suzuki, which emerged the leader for the 16th consecutive year, ranks highest in satisfaction with after-sales customer service among mass market brands, with a score of 906. It performed well across all areas with the greatest improvements in the service initiation closely followed by service facility. Honda has shown the best improvement in score over last year and ranks second with 880 points (See graph on left).
The 2015 CSI study is based on evaluations of 7,468 vehicle owners which was fielded from May through August 2015. It includes owners who purchased their vehicle between May 2013 and August 2014.