Hyundai Motor India Ltd has got 1st Rank in survey conducted by JD Power for customer satisfaction. Hyundai, with a score of 923, ranks highest in after-sales customer satisfaction. The South Korean firm has topped the rankings in the category in India for the first time ever. Maruti Suzuki India and Tata Motors rank second with a tie at 893.
Survey is conducted on selected customers on their experience while getting their cars serviced, on different parameters. Mahindra, with a score of 877, ranks fourth, followed by Nissan, which garnered 844 points. “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 towards enhancing customer engagement,” JD Power director Kaustav Roy said in a statement. Dealerships that are successful in delivering on both service and improved communication can expect to achieve stronger recommendations and a higher customer retention level, he added.
Hyundai Motor India MD & CEO YK Koo said: “This result is a testimony of Hyundai quality products along with strong efforts and focus towards customer satisfaction through service quality.” Hyundai will continue to invest in achieving highest- level of customer satisfaction to make the company most loved and trusted brand in Indian market, he added.
The study, now in its 21st year, measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance. The study measures overall satisfaction in five factors—service quality, vehicle pick-up, service advisor, service facility and service initiation. The latest study is based on evaluations from 7,878 new vehicle owners who purchased vehicle between May 2015 and August 2016. The study was fielded from May through August 2017.
