Top Story


Home >> Marketing >> Article

Maruti Suzuki ranks highest in sales satisfaction: JD Power

Font Size   16
Maruti Suzuki ranks highest in sales satisfaction: JD Power

Maruti Suzuki continues to be the customers’ darling for the second year running. According to the JD Power Asia Pacific 2005 India Sales Satisfaction Index Study, which was released on Wednesday, the auto major ranks highest in customer satisfaction with the new-vehicle sales process for the second consecutive year.

“Maruti Suzuki’s performance reflects its consistent approach to building and promoting effective sales processes based on the voice of the customer,” said Mohit Arora, Director, India, JD Power Asia Pacific.

“In turn, Maruti Suzuki customers reflect their satisfaction with the brand by demonstrating the highest loyalty and advocacy intentions in the industry,” he added.

Not just Maruti Suzuki, the Indian automobile industry itself has improved its overall performance by six index points, with eight of the 11 manufacturers showing improvements over 2004.

Of these, Mahindra & Mahindra has recorded the greatest improvement, with an increase of 45 index points over 2004, and takes sixth place in the overall rankings, according to the study. Opel, a General Motors nameplate, has also improved 40 index points in performance to rank overall second.

The JD Power study, in its sixth year, examines satisfaction of new-vehicle buyers with the sales and delivery experience at two to six months of ownership. More than 4,150 owners of 36 different vehicle models took part in the 2005 study, which was fielded from March 2005 to May 2005.

Overall sales satisfaction is assessed on 48 attributes, grouped into six pre-defined factors – delivery process, delivery timing, salesperson, dealer facility, paperwork, and the deal.

Significant improvements in implementation rates of various dealer activities performed during the entire sales and delivery process have been noted by the latest study by JD Power. The implementation rates for the industry regarding test drives offered – a key sales activity – have shown an improvement of 14 per cent over 2004, one of the highest year-over-year improvements registered in the past five years.

Elaborating on the improvements registered across most manufacturers, Arora said that these are indicative of the “growing competition in the industry as manufacturers strive to create a strong and positive first impression on their customers…Owners of Mahindra and Opel vehicles report significant improvements across all factors that compose the Sales Satisfaction Index, with the greatest improvement for both nameplates on delivery timing.”

This apart, the study has also found that although making a booking for a new vehicle is an industry practice, customers report higher satisfaction if they are able to receive their vehicles with no booking time. Also, satisfaction scores decline rapidly with increased booking time. Customers not only report lower satisfaction, but also report a greater number of problems with their selling dealer if they have to book their new vehicle.

And we thought that a car was just a means to commute from Point A to Point B!


Kranti Gada joined the family business at Shemaroo in 2006 after a successful stint of over two years in marketing at Pepsi Co. She has been associated with the company for 12 years.

Exchange4media interacted with Jaspreet Chandok, Vice President and Head (Fashion) , IMG Reliance Pvt. Ltd on seamless brands integrations planned for Lakme Fashion Week, walking tall despite blazing trails like GST, demonetization and being a part of the larger cultural space

Their strategy to educate the consumers to make well informed decisions at all stages has worked out well.

Bobby Pawar, MD, CCO - South Asia, Publicis India, talks about his idea of chilling out

For their latest campaign ‘Peeoge toh Janoge’ (English translation: you’ll buy it if you taste it), Wagh Bakri and DDB Mudra gave Sakshi a new, rustic avatar.

Dabbawalas send some extra love along with dabbas to working professional across Mumbai

The Diamond Producers Association brings to life another rare moment as part of the ‘Real is Rare. Real is a Diamond' Campaign