Honda, Maruti best at after-sales customer service: JD Power Survey

Honda Motors and Maruti Suzuki have topped charts best after-sales customer service among mass market brands in a JD Power survey. 

“Maruti Suzuki performs well across all factors and Honda shows strong improvement across all factors, with the greatest improvements in service initiation and service quality,” stated the study. 

These two were followed by Hyundai and Tata Motors. 

According to JD Power 2016 India Customer Service Index (CSI) Study, “Even as automotive manufacturers collectively improve their after-sales service satisfaction for the eighth consecutive year in India, satisfaction levels and service consistency vary greatly across the regions of the country.”

The study was based on responses from 7,843 new-vehicle owners who have purchased their vehicle between May 2014 and August 2015.

Mohit Arora, executive director at JD Power. “By being attuned to the differing customer needs across the country, dealerships can continuously adapt their service processes to consistently deliver a superior customer experience.”

Overall service satisfaction in the mass market segment in India improves by 14 points to 880 on a 1,000-point scale in 2016 from 866 in 2015. 

Nearly nine in 10 (89%) customers have stated that they were reminded by the dealership about their vehicle service, which was an increase from 86% in 2015.

Kaustav Roy, director at JD Power said,“Dealers are at the front-line of interacting with customers and hence represent the automotive brand that they carry."