Maruti Suzuki and Honda rank highest in after-sales service: JD Power survey

Country’s largest car maker Maruti Suzuki and Japanese firm Honda have bagged the top spot for after-sales customer service.

Published: 28th October 2016 11:57 PM  |   Last Updated: 29th October 2016 07:43 AM   |  A+A-


The logo of Maruti Suzuki India Limited is seen on a glass door at a showroom in New Delhi | Reuters

By Express News Service

NEW DELHI: With the automotive manufacturers struggling to improve their after-sales service satisfaction, country’s largest car maker Maruti Suzuki and Japanese firm Honda have bagged the top spot for after-sales customer service, according to a study by J D Power 2016 India Customer Service Index (CSI) released on Friday.

Honda and Maruti Suzuki ranked highest in the satisfaction, in a tie, with after-sales customer service among mass market each with a score of 901, the study said.

“While Maruti Suzuki performed well across all factors, Honda too has shown strong improvement across all factors with greatest improvement in service initiation and service quality,” it said. 

As per the study, the Korean auto maker Hyundai Motor and Tata Motors were ranked third. More than one-third of customers in Southern region indicate that their dealer implemented all 22 standards (during service) compared to just 19 per cent of customers in Northern region, it said adding that strong differences in customer behaviour, preferences and expectations of their after-sales experience contribute to the substantial disparity in the regional scores.

“For example, 82 per cent of vehicle owners in Western region schedule an appointment for their service visit, while it is only 55 per cent in Northern region,” the study said.

The study also revealed that the dealers were improving their communication to customers as 89 per cent of them said they were reminded by dealership for vehicle service.

Reacting to the company ranking 3rd in the JD Power 2016 India customer service index study, Tata Motors President, Passenger Vehicle Business, Mayank Pareek said it is a proof of the company’s consistently focused efforts towards customer service.

“Service is key in the automotive industry and makes a difference in the car buying decision too. We have worked hard on our service offerings last year...,” he added.


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