[coolkurt]

India Sales Satisfaction 2021 – J D Power

MG Motor India ranks highest with a score of 881 (on a 1,000-point scale). Next on is Toyota (877), and Hyundai India (875). 2021 India Sales Satisfaction Study (SSI) is based on responses from 5,593 new-vehicle owners.

Purchases are dated from January through December 2021. April-June 2021 were not considered basis severe Covid-19 pandemic situation in India. The study was fielded from September through December 2021.



2021 India Sales Satisfaction Study (SSI) measures new-vehicle owners’ satisfaction with the sales process. This is done by examining satisfaction on six factors (listed in order of importance) – delivery process (20%); dealer facility (18%); paperwork completion (17%); working out the deal (15%); sales consultant (15%); and brand website (14%).



Source : Autocar

[SolitaryRabbit]

Isn't the survey pool of just 5,500 new vehicle owners too small to justify these ratings when the country sees two to three lakh new passenger car sales a month! I know JD Power is one of the most reputed survey analytics companies but We have 28 states and close to 15 companies selling passenger vehicles in the mass market and I feel they should increase their survey pool to cover more new buyers.

[GTO]

I don't think too much of JD Power, but will agree with MG providing consistently high quality sales experiences. 9 out of 10 MG owners I speak to rave about the dealership experience. Also agreed with Toyota being on no.2.

Why are these guys only providing the top 3 this time? What about the rest of the chart?

[coolkurt]

MG tops JD Power India Sales Satisfaction - 2022

JD Power, along with NielsenIQ, has announced that MG Motors India has topped its 2022 India Customer Service Index (CSI) Study with a score of 860 out of 1,000.



The SAIC-owned carmaker was followed by Honda Cars India, Hyundai Motor India, and Toyota Kirloskar Motor, scoring 852 each.

Notably, the study measures new-vehicle owners’ satisfaction with the after-sales process by examining dealership performance in five factors which include service initiation having 26% of weightage, service advisor and vehicle pick-up at 20%, service quality at 19% and service facility with the rest 15%.

From July through September 2022, NielsenIQ conducted face-to-face surveys in 25 major cities in India, asking 125 questions of vehicle owners about their experience with their most recent service at their brand’s authorised workshop.

While Millennials and Gen Z customers are the least satisfied among generational groups, with the overall satisfaction of 822, which is 22 points below the average, they are significantly more critical of any omission in the implementation of both interaction and quality of service.

In contrast, older customers over 35 years tend to be more forgiving and place a higher importance on the quality of service.

Link

[Garud]

Originally Posted by GTO

Why are these guys only providing the top 3 this time? What about the rest of the chart?

Probably the low sample size meant that all except the top 3 were way too unreliable to predict, even by JD Power standards

[DRPSREDDY]

I remember J.D. Asia Pacific shutting down it's operations office in Asia including India in 2019 and released a statement that they are no more going to give customer satisfaction reports.

But they seem to have resumed and their operations. Found an old TBHP thread too

JD power-closing-its-business-operations-india-other-south-east-asia-markets.html (JD Power is closing its business operations in India & other South-East Asia markets)

[DRPSREDDY]

I was of the opinion that JD Power has closed it's operations in Asia-Pacific region including India as was announced in the year 2019. Didn't know they were still operational and still evaluating automobile industry.
Looks like they have toned down their operations and that's why small sample size.


Wehn digging the T-BHP site found this thread. Hence my thoughts.

JD Power-closing-its-business-operations-india-other-south-east-asia-markets.html (JD Power is closing its business operations in India & other South-East Asia markets)