Maruti Suzuki ranks highest in customer satisfaction with dealer service in India for a 14th consecutive year

Maruti Suzuki has ranked highest in customer satisfaction with dealer service. Performaing particularly well across all the parameters, Maruti Suzuki beat Hyundai and Honda to the first runner up, and second runner up ositions. In its 17th year, the JD Power survey measured satisfaction among vehicle owners who visit an authorized dealership service center for maintenance or repair work between the first 12 to 24 months of vehicle ownership. The study also measured overall satisfaction in five factors – service quality, vehicle pick-up, service advisor, service facility, and service initiation. Overall customer satisfaction was measured on a 1,000-point scale, with a higher score indicating higher satisfaction. An interesting find as part of the survay was that although the number of workshops in automakers’ service networks have increased significantly, the establishment of workshops in key locations where vehicle owners often live or work is not aligned to customer needs. It takes vehicle owners the same amount of time to reach a service workshop as it did in 2009, and was a factor that prominently reflected in the survey. Overall customer satisfaction with the dealership service experience remains unchanged in 2013 from 2012 at 834 index points. While satisfaction with the service facility increases four points in 2013, the gain is offset by a four-point drop in the service initiation factor; all other factors remain unchanged from 2012.