“Overall service satisfaction in the mass car market in India continues
to improve and Maruti Suzuki and Honda have been ranked highest in
after-sales customer service among mass market brands,” according to the
J D Power 2016 India Customer Service Index (CSI) Study mass market
segment.
Overall service satisfaction in the mass market segment in India
improved by 14 points to 880 on a 1,000-point scale in 2016 from 866 in
2015.
Honda and Maruti Suzuki rank highest in satisfaction, in a tie, with
after-sales customer service of each scoring 901. While Maruti Suzuki
bagged this position for the 17th consecutive year, Honda ranked the
highest for the first time.
“Maruti performs well across all factors and Honda shows strong
improvement across all factors, with the greatest improvements in
service initiation and service quality. Hyundai and Tata rank third in a
tie at 888, and are the most improved nameplates in the study,” pointed
out the study.
“Our service network on an average services over 15 lakh cars per month
and over 1.6 crore cars per annum. The mantra is ‘create devoted
customers’. This involves concepts such as express service bays and
early morning service to deliver vehicles on time. Express service bays
are operational across 1,600 cities and offer quick service in 90
minutes. Workshops are pro-actively communicating these concepts so that
customers can benefit from them,” said Pankaj Narula, Service Head,
Maruti Suzuki India Ltd.
He said the company’s Maruti Mobile Support (MMS) door-step service was
well appreciated by customers. There are over 1,490 MMS operating across
India.
The 2016 India Customer Service Index (CSI) Study is based on responses
from 7,843 new-vehicle owners who purchased their vehicles between May
2014 and August 2015. The study was fielded from May through August
2016.
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