This Two-Wheeler Manufacturer Ranks Highest In Customer Satisfaction

TVS has emerged on top in the latest study done by JD Power for customer satisfaction in two-wheeler after sales service.

By Sukesh

JD Power has released the results of the 2017 India Two-Wheeler Customer Service Index (2WCSI). And TVS has emerged on top in customer satisfaction for after sales service.

This Two-Wheeler Manufacturer Ranks Highest In Customer Satisfaction

As per results of the study, TVS ranks highest in customer satisfaction with an overall score of 782. Japanese automaker Honda is second with a score of 749. The average score in customer satisfaction is 746.

This Two-Wheeler Manufacturer Ranks Highest In Customer Satisfaction

The study measures the customer satisfaction with after-sales service experience. The study is done for the first 12 to 24 months of ownership.

This Two-Wheeler Manufacturer Ranks Highest In Customer Satisfaction

The overall satisfaction is measured in five factors. Vehicle pick-up, service advisor, service quality, service facility and service initiation. But the overall customer satisfaction is measured on a 1,000 point scale.

This Two-Wheeler Manufacturer Ranks Highest In Customer Satisfaction

Director, JD Power, Kaustav Roy said, "Improved execution of communication standards is crucial not only to improving service satisfaction, but also to the dealer and manufacturer to benefit from increased customer loyalty and advocacy."

This Two-Wheeler Manufacturer Ranks Highest In Customer Satisfaction

Two-wheeler industry expert, JD Power, Rajat Agarwal said, "Service dealers are increasingly offering more customer-centric benefits such as pick/drop, the ability to pre-schedule a service visit through an appointment and express service."

This Two-Wheeler Manufacturer Ranks Highest In Customer Satisfaction

The study also reveals that the communication standards provide more opportunity to improve customer satisfaction. The customer satisfaction can also be improved by offering more convenience to the customer.

Via ETAuto

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Article Published On: Friday, April 28, 2017, 13:30 [IST]
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