Maruti Suzuki India Ranked 1st in Customer Satisfaction - 2014 JD Power CSI Report

After sales service is one of the key factors influencing car buying decisions, and becomes more important over time.Now, car buyers want the hassle of selling experiences; as a result, manufacturers are working to improve core aftermarket processes.It also leads to higher owner satisfaction and vehicle service experience.This fact is also evident in the 2014 Customer Service Index (CSI) study in India, research released today by JD Power.The study showed that Maruti Suzuki India featured on the list, while Honda and Hyundai had a second spot on the list.

The study found satisfaction among vehicle owners who visited an authorized dealership service center for repairs or repair work at an authorized dealership between the first 12 and 24 months during the 18th year of life.

JD Power measures overall satisfaction across five important factors (listed by importance):

· Quality of service (43%)

· Vehicle pickup (17%)

· Service Consultants (14%)

· Service facilities (14%)

· Service startup (11%)

The study measured overall customer satisfaction on a 1,000-point scale, with a higher score indicating higher satisfaction.Overall service satisfaction in the mass market segment improved by 22 points to 856 in 2014.The increase was attributed to strong improvements in all factors, the 22 points required for service initiation, service quality and vehicle reception.

More owners are scheduling appointments instead of dropping off, and dealers are getting rides when they arrive for service, reducing owner wait times.The study found that 74% of customers were scheduling appointments in 2014, up from 70% in 2013, which was promoting vehicle intake faster, as 75% of owners indicated that their vehicle was brought in within 15 minutes of its arrival 68% of service centers in 2014, service centers in 2013.

Additionally, dealers are proactively promoting their expedited maintenance/express service options, as 27% of customers offered services such as oil changes in 2014, up from 22% in 2013.

"The Indian auto industry has faced significant challenges in the past two years," said Mohit Arora, executive director of Asia Pacific in Singapore.“Distributors of most brands ensure an excellent customer experience in after-sales service by paying rigorous attention to implementing a combination of core processes and providing convenience, such as expedited service.”

The study also found that the overall quality of work done during service was improving, as 95% of owners indicated the work was done for the first time in 2014, up from 93% in 2013.Additionally, 94% of customers indicated they had no problems with follow-up calls with dealers, a 7% increase from 2013.

main findings

· The study identified 22 service standards that improve the customer service experience.Nearly one-third (28%) of customers said their dealers implemented all 22 service standards in 2014, with a 5% increase in 2013.When all criteria were met, overall satisfaction increased by 43 points to 899 points.

Reduced wait times at dealerships, with 85% of customers indicating immediate attendance upon arrival at a service center in 2014, compared to 82% in 2013.Additionally, 95% of clients indicated that they received proactive communications from service advisors, up from 93% in 2013.

Service advisors are ready to receive customers, with 74% of owners saying their advisors know their vehicle history, which improves overall satisfaction by 14 points.

· Once service is complete, customers are expected to receive the vehicle within 20 minutes of the dealer's arrival, which is expected to hold 85% of customers in 2014 and 2% from 2013.On average, Satisfaction improves by 7 points when meeting this expectation.

· Highly satisfied owners (956 or higher satisfaction) are almost as likely to recommend their service dealers to family and friends as those who are very dissatisfied (789 or lower).In addition, highly satisfied customers are twice as likely to revisit after-warranty service service dealers.