Maruti Udyog and Honda Siel Cars lead in the most number of segments in NFO Automotive's inaugural 2002 India Total Customer Satisfaction Study (TCS).
The highest ranking vehicles were - Maruti 800 (best economy car), Maruti Zen (best premium compact car), Tata Indica Diesel (best diesel small car), Maruti Esteem (best entry mid-size car), HM / Mitsubishi lancer (best diesel mid-size car), Honda City (best premium mid-size car), Toyota Qualis (best MUV) and Honda Accord (best entry luxury car).
The TCS study is based on responses from over 5,000 new car owners during the first three years of vehicle ownership. The analysis focused on the performance of over 30 new car models in the key areas of sales, satisfaction, product quality, vehicle performance & design, after-sales service, brand image and cost of ownership.
The study examined customer evaluations at three distinct ownership periods: 1-6 months, 12-18 months and 24-36 months. This helped in understanding the differences in satisfaction during initial ownership, in-warranty and post-warranty ownership periods.
As per the study, Honda was able to exceed the expectations of its customers during the most difficult stage of the ownership cycle. Consequently, Honda City owners fall close to the `high retained' level with a score of 98, the best in the industry.
According to it, the 2002 TCS is the first syndicated study introduced by NFO Automotive in India. NFO Automotive is a specialty division within the global market research and consulting firm, NFO World Group.The study was conducted over July-September 2002 across 11 centres - Ahmedabad, Bangalore, Kolkata, Chandigarh, Chennai, Kochi, Delhi (NCR), Hyderabad, Ludhiana, Mumbai and Pune.