JD Power Asia Pacific’s 2001 India Sales Satisfaction Index (SSI) and Consumer Financing Satisfaction (CFS), were presented to Honda Siel and the State Bank of India, respectively.
SSI, examines customer satisfaction with vehicles’ sales and delivery process at one to six months of ownership. Similarly, CFS, examines customer satisfaction with the entire finance process among new car buyers at one to six months of ownership
On behalf of Honda Siel Cars and its business partners, Mr. T Fujisaki, president and CEO, Honda Siel, received the trophy for 2001 SSI from Mr. Namio Hasumi, president and chief executive officer (CEO), JD Power & Associates Asia Pacific Inc. For the State Bank of India, Mr. H N Verma, general manager, State Bank of India, received the award for the best finance provider in the 2001CFS.
So far Honda Siel has won six JD Power awards, including this year’s Customer Satisfaction award along with Maruti Udyog Ltd.
According to the SSI study, the six factors determining satisfaction remains unchanged compared to the 2001 study. ‘‘Sales experience is the most important factor, accounting for 37 per cent of the SSI score. The other five factors, in order of importance, are: explanation at delivery, price evaluation, delivery timing, sales-person knowledge, and post-delivery contact.
According to JD Power Asia Pacific: ‘‘Trends for the Indian automotive industry in terms of sales satisfaction are positive. Performance has improved for five out of the six factors that customers say influence their sales experience.’’
Also, the narrow gap separating the top three car-makers indicates that both HM/Mitsubishi and Ford are within close range of challenging Honda Siel, which recorded a score of 109 with above-industry average performance on all factors except price evaluation.