J.D. Power Asia Pacific is an international organization that conducts customer satisfaction survey and provides consulting services for various industrial arenas including automotive, finance, and information technology.
The trend of conducting the customer satisfaction survey started in 1999, 12 years down the line. The study with such a long journey is now in the 12th year of its inception and measures the satisfaction level of vehicle owners based on problems experienced, service quality, service advisor, service initiation, user-friendly service, service delivery, and in-service experience.
It’s a strong belief that Maruti Suzuki has always implemented simple and successful procedures to improve customer satisfaction through high quality and valuable services to all its esteemed customers. this unique strategy that the company follows have taken them a long way and that’s why today the company is tagged as the best car manufacture in terms of customer delight and satisfaction.
Maruti has implemented simple procedures that improve satisfaction with the value of work performed and perceptions of the fairness and honesty of the dealer, such as greeting customers quickly upon arrival and fully explaining charges and repairs. These steps, however trivial they may seem go a long way in ensuring that the customer leaves delighted with the experience.
Maruti Suzuki achieves an overall score of 820 on a 1,000-point scale in the customer satisfaction survey index (CSI). In decreasing order on the same scale are Mitsubishi, Hyundai, Mahindra, Skoda, Honda, Toyota, Chevrolet and Mahindra-Renault. Rest of the rankings is been mutually scored by Ford and Tata.
The industry average improves by 3 percent from 777 to 780 since 2007. In 2007 Maruti Suzuki scored 838, in 2006, the company scored 848 with the industry average of 776, and in 2005, it won a score of 823 with the industry average of 761.
Since past nine years, there is a variation in the score with respect to the industry average but it is the sole company that has always stayed above average in the ranking. With this, there is nothing to wonder why more number of Maruti cars ply on Indian roads.