[SJM1214]

J.D. Power 2018 India Customer Service Index (Mass Market)

Hyundai ranks highest in after-sales customer satisfaction, with a score of 912. Tata ranks second with a score of 874.

The 2018 India Customer Service Index (Mass Market) Study is based on responses from 9,045 new-vehicle owners who purchased their vehicle between March 2015 and August 2017. The study was fielded from March through August 2018.

Source.

[Moto$apien]

I thought this was already shared (released in end October) and discussed.

Hyundai is above the competition (TATA!) by leaps and bounds

and Toyota below Industry Average .. How things change but i bet the perception still won't.

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Sharing the same for Sales Satisfaction for the year:-


Source

Sad to see the Top Manufacturer in sales not figuring in the Top for sales or service experience. And Honda? no premium'ness no more?
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Also, sharing below for the Luxury Segment. No Volvo / JLR / Lexus..etc in the pack yet.


Source

Overall Luxury scores are quite high as compared to Mass market, Points to good service levels all across.

[GrammarNazi]

I'm big on propriety and I want to be sure if J.D. Power Studies are as credible as we think they are ?

https://youtu.be/zKN5Wl4uTyY

[dark.knight]

Originally Posted by GrammarNazi

I'm big on propriety and I want to be sure if J.D. Power Studies are as credible as we think they are ?

I'll get to J.D Power in a bit, but I hope you realize, as many others do, that with Scotty Kilmer, it is as 80's an American mechanic as one can get. He laughs at ceramic coating, laughs at frequent oil changes, laughs at detailing treatments and believes in flogging the car for a quarter of a century.. hence his default favorite is a Toyota. Some of what he says makes no sense from modern car buyers and yet his restraint, utter stinginess and el-cheapo ways to resolve car troubles are so practical as well. His love for vintage, simple mechanical Toyotas is a bit nauseating though but that applies to all of 'Murica. His views are often very, very wrong and antiquated, its akin to hearing the slave-trading ethicalities today from a white supremist with a 50's mindset.

J.D Power has been given more importance than J.D Power is worth, thanks to buyers believing the car-makers advertisements on how they are J.D Power #1! and all that marketing fluff. In real-life you can buy a car that is ranked way lower in the scale and yet have a trouble-free experience and the opposite can be true as well.

However J.D Power is the closest one can get to analyze quality issues over a decent spread of similar-make cars, for they've spoken to several tens of thousands of car buyers, while that may amount to only 10% of the total buyer base, it still gives a decent indication of reliability in the IQS (Initial Quality Study) as the sample size is the largest in the industry.

[volkman10]

JD Power: Suzuki Ertiga Design received the least number of complaints in its segment.

Suzuki Ertiga won the highest ranking of research with the least number of consumer complaints in its segment.

Link

[volkman10]

2018 : India Quality Study

Maruti Suzuki Receives 5 Model-Level Awards for Initial Quality; Hyundai, Honda, Mahindra, Toyota and Volkswagen Each Receive One Award.

Maruti Suzuki's S Cross tops in the S/CUV segment!

Following are some of the key findings of the 2018 study:

Diesel models surpass petrol models in overall initial quality: Owners of diesel-fueled models report fewer initial quality problems compared to owners of petrol-fueled models (77 PP100 vs. 82 PP100, respectively).

Smaller capacity engines and their transmission systems record higher PP100: Models with a smaller engine displacement (up to 1200 cc) have a higher problem incidence than those models with a greater engine displacement (86 PP100 vs. 75 PP100, respectively).

Problems experienced with audio, entertainment and navigation: While the overall incidence of problems in this category is low, customers are experiencing problems related to the ease of Bluetooth® mobile phone pairing, the usability of audio and navigation controls and the navigation systems’ performance.

Link

[pavi]

So as per the India Quality Study, Ciaz and Ertiga are below segment average while Baleno and Swift cuts it by a small margin. I was surprised to see Polo being the better one, anyways kudos to Polo. Details from JD power in the link below.

Link

[wheelguy]

This year’s JD Power CSI scores (which rates customers vehicle service experience) has big surprises this year. While Hyundai tops the chart; Maruti & Honda fare in the bottom 3! Tata’s score improves quite significantly and ranks 2nd too which is closely followed by M&M.

Source: AutoPunditz FB

[aniyo]

To be honest I have had better experience with TATA than Honda. All my issues for TATA Nexon were taken care and I have had very good experience in the last 2 service.

For Honda Brio, either they will push extra service which were not needed or give the least priority to Brio. They prefer City and Jazz as it gets them more revenue. I finally moved to a FNG post warranty expiration and servicing it there for the last 2.5 years.

[wheelguy]

Originally Posted by aniyo

To be honest I have had better experience with TATA than Honda. All my issues for TATA Nexon were taken care and I have had very good experience in the last 2 service.

For Honda Brio, either they will push extra service which were not needed or give the least priority to Brio. They prefer City and Jazz as it gets them more revenue. I finally moved to a FNG post warranty expiration and servicing it there for the last 2.5 years.

Still many might brush-off your experience with Tata saying that you are lucky to get good service from Tata, and your experience with Honda is a one-off case. Good luck Tata, you are fighting not just to improve things but also against hardened opinions.

My close friend used to have a 2011 make Hyundai i10 but disposed it off within ~4 years due to severe rusting issues. Thought it as a one-off case and ignored it. Again went to Hyundai and bought i10-Grand, this time he had had bad service experiences with Hyundai, again sold it off due to bad after sales service. After two bad experiences with Hyundai he bought S-Cross facelift version and is happy with product and service as of now.

[Carma2017]

Originally Posted by wheelguy

This year’s JD Power CSI scores (which rates customers vehicle service experience) has big surprises this year. While Hyundai tops the chart; Maruti & Honda fare in the bottom 3! Tata’s score improves quite significantly and ranks 2nd too which is closely followed by M&M.

Attachment 1919137

Source: AutoPunditz FB

The reason is very simple for Maruti and Honda's demotion. They have stopped subscribing to JD Power surveys and have stopped participating in them. Hence the results.

[volkman10]

Daihatsu tops J.D. Power Japan's 'quality' survey, Honda next, Suzuki beats Toyota!

A total of 20,797 respondents who had owned their new car for at least 2 to 13 months were asked to answer 221 questions about their ownership experience.

Vehicle quality is evaluated in 9 categories: infotainment; features, controls and displays; exterior; driving assistance; interior; powertrain; seats; driving experience; and climate. The study was fielded in May-June 2022.

Daihatsu had the fewest reported problems, (116 problems per 100 vehicles). Honda scored 126 PP 100 while quality leader Toyota scored a lowly 145 PP 100, below the 2022 IQS average of 137 PP 100.