Study: Hyundai Ranks Highest In Customer Satisfaction; Tata Motors Makes Huge Strides

In the 2017 JD Power after sales experience survey, Hyundai ranks the highest followed by a tie between Maruti Suzuki and Tata Motors.

Updated: Tuesday, October 31, 2017, 19:14 [IST]

In a recent survey by JD Power on Customer Service Index, Hyundai ranked the highest in after-sales customer satisfaction.

The Korean carmaker scored 923 points out of the possible 1000 points and overtook India's largest carmaker Maruti Suzuki, which scored 893 points. Tata Motors made tremendous strides by scoring 893 points and is tied with Maruti Suzuki in the second position.

The study was based on responses from 7,878 new vehicle owners who bought their vehicle between May 2015 and August 2016, while the study was fielded from May to August 2017.

Hyundai After Sales And Service Ranks Highest In 2017 JD Power Customer Satisfaction Survey

The survey measures new-vehicle owner satisfaction with the after-sales service process by checking dealership performance in five factors: service quality, vehicle pick-up, service advisor, service facility, and service initiation.

The study also revealed that vehicle owners in India are increasingly placing a greater level of importance on communication and interaction with the service advisor during their after-sales experience.

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Kaustav Roy, Director at J.D. Power, said, "While the quality of service remains a principal driver of customer satisfaction in India, clear, proactive and frequent communication from service advisors demonstrates a greater commitment toward enhancing customer engagement,"

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"Dealerships that are successful in delivering on both service and improved communication can expect to achieve stronger recommendations and a higher customer retention level."

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Hyundai seems to have listened to customers' requirements with regards to after sales experience which has helped the company rank the highest in the customer satisfaction survey.