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TNS study finds TVS Centra leader in customer satisfaction

28-June-2004
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TNS study finds TVS Centra leader in customer satisfaction

Based on the findings of the 2004 Total Customer Satisfaction study by TNS, newly launched TVS Centra has ranked highest among the executive bikes. At the make-level, Hero Honda continues to dominate the volume segments, while Royal Enfield enjoys a strong lead in the niche cruiser market.

Portraying the response of more than 6,500 new motorcycle buyers towards the performance of over 30 models in the key areas of sales satisfaction, product quality, motorcycle performance and design, after-sales service, brand image, and cost-of-ownership, the 2004 Motorcycle Total Customer Satisfaction (MTCS) study conducted by TNS specialist division, TNS Automotive, is the largest syndicated motorcycle study in India, claimed an official release.

Joining TVS Centra in the coveted number-one slot, Hero Honda CD Dawn, Bajaj Pulsar, and Royal Enfield Machismo emerge as leaders in the standard, premium, and cruiser segments, respectively. Alongside clinching the highest customer satisfaction score, Centra has also recorded the industry-best fuel efficiency at 69.5 kilometres per litre.

The release quoted Rajeev Lochan, General Manager (Asia Pacific) of TNS Automotive, as saying: “The study reveals that manufacturers are meeting their customers’ expectations in regards to performance and design and product quality, but fall short in the areas of after-sales service and cost of ownership.”

In addition to the customer evaluations on various aspects of their ownership experience, this study also examines key trends in the industry. As per the study, nearly one-fifth of owners surveyed indicate a preference for upgrading to cars within the next three years. Among those intending to purchase a new car in the near future, the budget ranges between Rs 2 to 4 lacs.

There was also palpable increase in owners purchasing additional or replacement motorcycles. Interestingly, the study revealed weak preference for Chinese bikes with over 70% owners either unaware or rejecting the brand.

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