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TVS Motor tops JD Power customer satisfaction study

TVS Motor Company has topped customer satisfaction with after-sales service for two-wheelers in the inaugural JD Power 2016 India Two-Wheeler Customer Service Study, with a score of 773, performing particularly well in all five study factors.

Suzuki with a score of 764 ranked second and Royal Enfield came third with 758. With an industry average customer satisfaction rating of 757, the survey puts Yamaha in fourth position, just ahead of Honda (750) at fifth; all these were above the industry average of 748 points.

The inaugural study measures customer satisfaction with the after-sales service experience at original equipment (OE) authorised service centre during the first 12-24 months of ownership. The study focuses on what matters most to customers when they take their two-wheeler in for service and also analyses the processes that define the service experience.

JD Power said two-wheeler dealers in India face significant competitive pressure from independent workshops, which are providing similar service work as the OE authorised network. More than one in five two-wheeler customers indicate visiting an independent workshop during the warranty period, the study said.

"Given the high propensity of customers visiting independent workshops, it is critical for manufacturers and their authorised network to develop a differentiated service experience, thus providing a compelling reason for customers to revisit," JD Power Executive Director Mohit Arora said.

Significant opportunities for improvement exist related to key customer expectations of quality, cost and time, he added. JD Power said its inaugural India two-wheeler customer satisfaction study was based on evaluations from 7,270 two-wheeler owners in 45 cities across India.

The study measures overall satisfaction in five factors: vehicle pick-up (22 per cent); service advisor (21 per cent); service quality (20 per cent); service facility (19 per cent); and service initiation (18 per cent). Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction.

These owners purchased a new two-wheeler between November 2013 and March 2015 and had a service experience within three months of evaluation. The study includes 10 two-wheeler makes and over 75 two-wheeler models and was fielded from November 2015 to March 2016.