New Delhi, Oct 31 (PTI) Hyundai Motor India has toppedthe after-sales customer satisfaction survey among mass marketbrands, as per global market research firm JD Power.
According to JD Power 2017 India Customer Service Index(Mass Market) Study, Hyundai with a score of 923 ranks highestin after-sales customer satisfaction.
The South Korean firm has topped the rankings in thecategory in India for the first time ever.
Maruti Suzuki India and Tata Motors rank second with atie at 893. Mahindra with a score of 877 ranks fourth followedby Nissan which garnered 844 points.
"While the quality of service remains a principal driverof customer satisfaction in India, clear, proactive andfrequent communication from service advisors demonstratesa greater commitment towards enhancing customer engagement,"JD Power Director Kaustav Roy said in a statement.
Dealerships that are successful in delivering on bothservice and improved communication can expect to achievestronger recommendations and a higher customer retentionlevel, he added.
Commenting on the development, Tata Motors PresidentPassenger Vehicle Business, Mayank Pareek said the companyhas been consistently pushing boundaries, connectingaspirations of its customers with a special focus onpersonalised attention to customer and nation-wide servicecamps.
"This recognition is a testament of our commitment tooffer customer centric and tailor-made product servicesolutions," he added.
The study, now in its 21st year, measures new-vehicleowner satisfaction with the after-sales service process byexamining dealership performance.
The study measures overall satisfaction in five factors— service quality, vehicle pick-up, service advisor, servicefacility and service initiation.
The latest study is based on evaluations from 7,878 newvehicle owners who purchased vehicle between May 2015 andAugust 2016. The study was fielded from May through August2017. PTI MSSANU.
This is unedited, unformatted feed from the Press Trust of India wire.