For the fifth year in a row, Maruti Udyog has ranked highest in customer satisfaction with dealer service in India, according to the J.D. Power Asia Pacific 2004 India Customer Satisfaction Index (CSI) Study released on Tuesday.
At 813 points (based on a 1,000 point scale), Maruti is the only company to rank above the industry average score of 758. The study also finds a strong correlation between loyalty parameters with overall service satisfaction. Nearly two-thirds (62%) of Maruti customers indicated they will definitely repurchase another vehicle of the same make -- the highest repurchase intent in the industry.
“Maruti Udyog continues to lead the industry on all factors that contribute to overall customer satisfaction,” said Mohit Arora, India Country Manager at J.D. Power Asia Pacific. “Additionally, with a significant lead in CSI performance, Maruti is the only brand to rank above the industry average.”
HM/Mitsubishi and Opel ranked second in CSI at 732 points each, followed by Hyundai with 730 points and Ford with 716 points. At the bottom of the pile are Tata Motors (685 points), M&M (672 points) and Fiat which ranked last with 662 points.
Overall, diesel models have shown lower operating costs per kilometer compared to petrol models. Diesel models performing particularly well include the Tata Indica and Tata Indigo, while the Maruti 800 and Maruti Alto scored high among petrol vehicles.
The study reveals a strong correlation between the implementation rate of service standards and overall customer satisfaction. Also, customers report higher implementation rates of service standards in 2004 compared to 2003. These include activities like returning the vehicle at the promised time, follow-up contact after service, vehicle returned clean, etc.
The study, now in its eighth year, measures the satisfaction of 3,550 new-vehicle buyers with the dealership service experience at 12 to 18 months of ownership. Owners representing 11 makes and 27 vehicle models are covered in the 2004 study.
Overall service satisfaction is assessed on attributes grouped into seven pre-defined factors. They are: problems experienced, service quality, user-friendly service, service advisor, service initiation, service delivery and in-service experience.