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Maruti Tops JD Power Customer Satisfaction Survey
Market research firm JD Power today said Maruti Suzuki India has topped a survey of customer satisfaction with auto dealer services for the 12th consecutive year in 2011.
"Maruti Suzuki ranks highest in customer satisfaction with dealer service for a 12th consecutive year, with a score of 879 points. Maruti Suzuki improves more than any other brand in 2011 compared with 2010 and also performs particularly well in the service advisor factor," JD Power said.
The survey measured customer satisfaction on a scale of 1,000 points and evaluation was done on the basis of responses 6,821 car owners. The study was fielded from May to August, 2011, and includes customers who bought their vehicles between May, 2009, and August, 2010, it said.
"Maruti Suzuki's overall performance is largely due to its strength in critical operational measures, including performing service work correctly the first time and exceeding customer expectations for turnaround time," JD Power Asia-Pacific Executive Director Mohit Arora said.
Maruti Suzuki's customers also reported that they pay low service costs compared to other brands, which suggests that the company provides relatively high value for the price paid.
Maruti Suzuki was followed by Honda Siel Cars with 804 points in the dealer satisfaction survey. General Motors and Volkswagen jointly held third position in the list of 11 car-makers, with 791 points.
The survey also said overall customer satisfaction in India increased by 12 points to an average of 824 points in 2011 vis-a-vis 2010.
"Satisfaction has improved in all five factors, with the largest gains in the service initiation factor," JD Power said.
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