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Maruti Suzuki Ranks Best In Customer Service For 14th Consecutive Year
Maruti Suzuki has been ranked as the best in customer satisfaction with dealer service in India for the 14th consecutive year as per JD Power Asia Pacific study titled "2013 India Customer Service Index (CSI) Study".
The study says, inspite of an increase in number of automakers' service centers, the the establishment of workshops in key locations where vehicle owners often live or work is not aligned to customer needs. This means the time taken to reach a service center remains the same as it was in 2009 despite the increase in number of service centers.
The study also measure customer satisfaction among vehicle owners who visit an authorized dealership service center for maintenance or repair work between the first 12 to 24 months of vehicle ownership.
These measurement was based on five factors listed in order of importance: service quality; vehicle pick-up; service advisor; service facility; and service initiation.
In India, convenience of location of service centers is among the key reasons of selection of workshop among vehicle owners.
Based on these factors Maruti Suzuki has been ranked top 13 four wheeler manufacturers in India. The Indian automakers ranks above the mass market average. Maruti is followed by Hyundai.
"While there has been service network expansion by all automakers during the past five years, the locations of these establishments are not sufficiently meeting customer needs in many cases either due to real estate availability, cost and local regulations," said Mohit Arora, executive director, J.D. Power Asia Pacific. "Since vehicle servicing is seen as an essential errand, any steps taken to enhance customer convenience are likely to be appreciated."
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