Tuesday, November 01, 2011
By Pranjal Gera
Maruti Suzuki dominates customer satisfaction survey; confirms market research
Another sigh of relief for Maruti Suzuki India (MSI); after the resume of work at Manesar plant, as it is being rated No.1 in a survey in terms of customer satisfaction at its automobile dealer desk. The most gripping part of this review is that this is the 12th time in a row, when MSI has achieved this feat, which is conducted by JD Power and Associates; a global marketing research company.
In the submitted report, JD Power states that MSI has attained 879 points which is the highest as compared to other carmakers in consumer satisfaction at its auto dealer services. It also said that the improvement shown by MSI in the current year is better, as compared to any other brand last year.
The study was conducted from May to August 2011 and it comprises of car-buyers who purchased their car in the period of May 2009 and August 2011. On a scale of 1000 points the study of customer satisfaction was carried out and assessment was prepared on the feedback of 6821 car owners.
With 804 points, Honda Siel Cars India (HSCI) turned out to be runner-up and Volkswagen along with General Motors had to share the third spot with 791 points. There were overall 11 automobile manufacturers in the listing of the market research company.
Mr. Mohit Arora, Executive Director (Asia Pacific) JD Power said that MSI’s continuous advancement in its performance lies in its strong and increasing service network across the nation, along with a motive to execute perfect service at the very first time which directly results in customer delight.
The United States based market research firm established in 1968 also reported that in India overall customer satisfaction has increased by 12 points to an average of 824 points this year compared to 2010.