Maruti Suzuki ranked first in customer satisfaction with dealer service
Maruti Suzuki, the country's largest car maker has ranked highest in customer satisfaction with dealer service for a 14th consecutive year- rated by a market researcher JD Power Asia Pacific. The study measures overall satisfaction in five factors- service quality, vehicle pick-up, service advisor, service facility and service initiation.
Overall customer satisfaction is measured on a 1,000-point scale, where Maruti scored highest 876, while Hyundai and Honda scored 833 and 825 respectively. Hyundai is also the most improved brand in the study, with significant improvements achieved across all five factors.
The study also calculated the satisfaction level among the vehicle buyers who visited the authorised service centre for maintenance/repair work within the first 2 years of vehicle ownership. It is also stated that the overall quality of service showed a consistent strong performance across the auto industry year over year.
According to JD Power Asia Pacific,"While 93 percent of owners indicate that the work was done correctly the first time, which is consistent with 2012 results, 71 percent of owners indicate that their vehicles were returned cleaner after the service--a 7 percent increase from 2012".
Speaking on the same, JD Power Asia Pacific Executive Director Mohit Arora, said, "The quality of service remains consistently high, evidence that the automakers and their dealer networks are working hard to make service a satisfying experience for their customers".
The 2013 India Customer Service Index Study is based on evaluations from 7,477 vehicle owners. The study was fielded from May to August 2013 and includes owners who purchased their vehicle between May 2011 and August 2012.