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JD Power India: Brand-Wise Car After-Sales Customer Satisfaction Index
JD Power annual survey regarding the car after-sales customer satisfaction index has resulted in a different scenario for most manufacturers. The result is based on a survey that included 9,045 independent buyers with car purchase made between March 2015 and August 2017. The people are so random tha...
JD Power annual survey regarding the car after-sales customer satisfaction index has resulted in a different scenario for most manufacturers. The result is based on a survey that included 9,045 independent buyers with car purchase made between March 2015 and August 2017. The people are so random that chance of error becomes lower than ever, considering the fact that all of them belong to different cities and favor different brands. The points that decide the final score, that too with their contribution to the number, are listed below.
Chart Source: J.D. Power India[/caption]
As most brands try getting the best infrastructure and quality of components, the point that creates the difference seems to be the way different dealerships react when their customer comes into the service center suddenly or make a call regarding the booking and pickup of vehicle. Based on a 1000 point chart, here you can see the final number scored by different mass-market brands of India. Do note that the number does not include any sort of influence from the ambiance of the dealership area and the way of dealing in the showroom.
Hyundai India is No.1 in Car After-Sales Customer Satisfaction Index[/caption]
The mass market industry average is 838 points, leaving just three brands above the benchmark with Hyundai as the number one brand in terms of car after-sales customer satisfaction. JD Power missed Skoda and Fiat due to a small number of buyers for the survey. They came up with a point that improving facilities at the service centers resulted in an overall increase in time spent by an average customer. Also, the claims like guaranteed service in a fixed time period have made waiting easy and convenient for most of them.
Data & Chart Source: J.D. Power
- Service Quality - 30%
- Service Initiation - 18%
- Service Facility - 18%
- Service Advisor - 17%
- Vehicle Pickup - 17%
Chart Source: J.D. Power India[/caption]
As most brands try getting the best infrastructure and quality of components, the point that creates the difference seems to be the way different dealerships react when their customer comes into the service center suddenly or make a call regarding the booking and pickup of vehicle. Based on a 1000 point chart, here you can see the final number scored by different mass-market brands of India. Do note that the number does not include any sort of influence from the ambiance of the dealership area and the way of dealing in the showroom.
Brand-Wise Car After-Sales Customer Satisfaction Index
- Hyundai - 912
- Tata Motors - 874
- Mahindra - 865
- Ford - 829
- Toyota - 827
- Datsun - 815
- Honda - 810
- Maruti Suzuki - 804
- Volkswagen - 796
- Renault - 794
- Nissan - 793
- Chevrolet - 789
Hyundai India is No.1 in Car After-Sales Customer Satisfaction Index[/caption]
The mass market industry average is 838 points, leaving just three brands above the benchmark with Hyundai as the number one brand in terms of car after-sales customer satisfaction. JD Power missed Skoda and Fiat due to a small number of buyers for the survey. They came up with a point that improving facilities at the service centers resulted in an overall increase in time spent by an average customer. Also, the claims like guaranteed service in a fixed time period have made waiting easy and convenient for most of them.
Data & Chart Source: J.D. PowerAd
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Immanuel Raja is an Automotive Writer with 8 years of experience covering the Indian automotive landscape. He specializes in Electric Vehicles and Hybrid Technology, with particular expertise in battery systems, charging infrastructure, and the integration of alternative powertrains in Indian road conditions. Raja has extensively tested over 200 vehicles across various segments, from entry-level EVs to premium hybrids, developing nuanced insights into their performance on India's diverse and challenging roads. His analysis encompasses both technical specifications and practical ownership considerations that matter to Indian consumers, including charging accessibility, maintenance costs, and performance in extreme weather conditions. With a finger on the pulse of India's evolving automotive preferences, Raja delivers clear, factual assessments that help readers navigate the transition to electrified mobility in the context of India's unique market dynamics.
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