Maruti Suzuki wins J D Power consumer satisfaction award, again
Maruti Suzuki India, one of the largest car manufacturers and one of the most trusted brand in India has been crowned number one in customer satisfaction. This is the 11th time in a row the company has achieved the first position in the customer satisfaction in the after sales services. The research was conducted by JD Power and associates.
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As per the research by J D Power, the car manufacturing giant, Maruti Suzuki scored 849 on 1,000 point scale on the Customer Satisfaction Index (CSI) which is way ahead of the averaging 812 points. The report reveals that Maruti Suzuki stands on the first position in the customers satisfaction in the after sales with dealer services for the eleventh time in a row.
The research was conducted in May and August in 2010, the participants in the study were the customers who purchased the four wheeler between May 2008 to August 2009. The study had responses from more than 5,800 consumers and included 60 different models of cars.
The Customer Satisfaction Index, proforma was used for the survey. It stands on five parameters that are service quality, service advisor, service facility, vehicle pick-up and service initiation. The Maruti Suzuki India scored high on all the parameters.
The runner ups were Fiat with a score of 801. The Italian company stood on the second position while Honda scored 789 points and stood on the third position. The previous joint venture of Mahindra and Mahindra and Renault, french car makers scored the lowest with 746 points, standing at the last in the list.
J D Power report concludes that the customers satisfaction with the services will result in greater loyalty towards the dealer and the company.
Mohit Arora, the Executive director of J D Power (Asia Pacific) expressed his views on the research and improvement in the services of the car manufacturers and said that, the improved score is a proof of the growth of the brands. With the growth and increase in the dealerships, the companies are able to satisfy the customers. The priority have been changed from just to sell a car to taking care of the customer.
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