Mercedes Benz India has topped the J.D. Power 2018 India Customer Service Index (CSI) Study in the luxury car segment. The study determined that the company with 903 points, ranks highest in after-sales service satisfaction among all luxury car brands in India.
Mr. Martin Schwenk, Managing Director & CEO, Mercedes-Benz India commented, “We want to become the ‘Mercedes of Service’ and the findings of the latest J.D. Power CSI Study 2018 strongly reiterates our determination towards that goal. Customer centricity has been integral to all our operations and this recognition is a positive affirmation of the effort that our dealer partners are putting into maintaining the highest level of service excellence.” The study measures new-vehicle owner satisfaction in the luxury segment with the after-sales service process by examining dealership performance in five factors (listed in order of importance): service quality (30%); service initiation (18%); service facility (18%); service advisor (17%); and vehicle pick-up (17%).
The 2018 India Customer Service Index (Luxury) Study is based on responses from 301 new-vehicle owners in the luxury segment who purchased their vehicle between March 2015 and August 2017. The study was fielded from March through August 2018. Martin Schwenk further added, “At Mercedes-Benz we are emphasizing on digitization of our processes and the Digital Service Drive introduced for our customers was a benchmark initiative. We are excited to see our strategy of Customer Centricity bearing fruits as the study reveals that luxury vehicle owners demonstrate stronger preference for non-intrusive Digital Touch Points, while servicing their vehicles. It is indeed very encouraging for us at Mercedes-Benz and our dealer partners to have come out on top of both J.D. Power Sales Satisfaction and Customer Satisfaction Study for 2018.”