Hyundai Motor India has won the number one position in prestigious J D Power 2018 Customer Service Study, second year in a row for after-sales customer service among mass market brands.
Hyundai ranks highest in after-sales customer satisfaction, with a score of 912. Tata ranks second with a score of 874. This gap has widened between number 1 & number 2 as compared to last year.
Last year Hyundai was ranked number 1 with a score of 923 (on a 1000-point scale). Maruti Suzuki and Tata ranked second in a tie at 893 points.
“It is only possible by a strong support from our dealer partners & their staff towards customer delight”, said Mr. Punnaivanam Vice President service Hyundai Motor India, while speaking to Car Dealer Tracker.
The 2018 India Customer Service Index (Mass Market) Study is based on responses from 9,045 new-vehicle owners who purchased their vehicle between March 2015 and August 2017. The study was fielded from March through August 2018.
The study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors (listed in order of importance): service quality (30%); service initiation (18%); service facility (18%); service advisor (17%); and vehicle pick-up (17%). This study examines service satisfaction in the mass market segment.
The study finds that younger customers have higher expectations of the service processes executed at the dealerships than more mature customers. The key service process encompasses several aspects, such as the performance of a thorough multi-point inspection around the vehicle; listening back and repeating all customer requests; review and explanation of the work pre- and post-service; and regular vehicle status updates. Satisfaction with the entire service process is lower among these younger customers than among those who are older than 30 years (825 vs. 848, respectively, on a 1,000-point scale).
“India’s population is expected to be among the youngest in the world by 2020,” said Kaustav Roy, Regional Director at J.D. Power. “This shift in demographics will likely further attract more customers in this age group to dealerships, so it is imperative to understand the needs of this set of customers in terms of convenience, speed and transparency. Dealers will then be in a better position to meet the expectations of this demographic by providing a superior service experience and, in turn, enhancing customer loyalty.”
