New Delhi, Oct. 22 (PTI): Maruti Udyog has been ranked the highest in customer satisfaction with automotive dealer service in the country, according to a study conducted by global market research firm J D Power Asia Pacific.
The annual India Customer Satisfaction Index (CSI) study, now in its seventh year, identified five factors that measure customer satisfaction with dealership service in India.
These are problems experienced, service advisor, service performance, service timing and facility appearance, a J D Power release said.
Maruti, country’s largest car maker, has topped the CSI study for the fourth consecutive year.
Fiat India has been ranked as the most improved brand in the 2003 study with improvement in all five factors and showed the greatest year-over-year improvement ever recorded in the study.
Tata Motors has also made significant gains and has consistently improved its score and ranking over the past three years, J D Power said.
The study was based on evaluations from 3,295 individual vehicle owners surveyed at 12 to 18 months of vehicle ownership and included customers who purchased their vehicles between December 2001 and August 2002.
It found out that for nine out of 10 makes ranked, customers reported a greater number of problems in 2003. However, 57 per cent of Maruti customers reported no repair problems.
“Maruti demonstrates a well-rounded performance, with industry-best scores on all five factors that determine service satisfaction,” Mohit Arora, country manager at J D Power said.
He said 94 per cent of Maruti owners felt that the dealership valued their service business and nearly 70 per cent of all Maruti customers indicated that they would definitely recommend and return to their servicing dealership.