JD Power India: Brand-Wise Bike After-Sales Customer Satisfaction Index

JD Power presented the two-wheeler customer service index, carefully studying the results considered from 7,436 buyers living in 45 different cities of India. The survey includes buyers who made a purchase during November 2015 and March 2017, further having at least one visit to the service center in the last three months for periodic servicing. The study had the following parameters with a variable percentage.

• Vehicle Pickup – 22%
• Service Advisor – 21%
• Service Quality – 20%
• Service Facility – 19%
• Service Initiation – 18%

These five points helped them bring the appropriate numbers for all mass market brands dealing in the two-wheeler segment. The trend shows the almost equal importance of these points in this industry while the percentage varies considerably in the car segment. Out of 1000 points calculated through the process, here is a score for the top 7 brands of India. All of them post huge numbers in sales chart every month.

JD Power Customer Service Index

1. TVS – 784
2. Royal Enfield – 749
3. Yamaha – 748
4. Honda – 745
5. Suzuki – 745
6. Hero – 743
7. Bajaj – 740

Mahindra was not included in the list due to a smaller than usual sample size. Customer volume has increased in the service centers, that too clearly visible when considering that people participating in the study were enjoying the second or third year of the ownership experience. A major chunk of customer generally moves away from the authorized service network after they have exhausted the existing free service limit.

Servicing the two-wheeler on time is one great aspect of this study, with many brands claiming fixed times with priority bookings for the time-effective process. The scheduling of periodic service helps customer stay satisfied and confident with the service center. TVS scored number one in terms of customer service index ranking while Royal Enfield and Yamaha claimed the second and third position. Rest all brands were below the industry standard value of 748 points, but with a small margin.

Data & Chart Source