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.
- Service Quality – 30%
- Service Initiation – 18%
- Service Facility – 18%
- Service Advisor – 17%
- Vehicle Pickup – 17%
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
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
