Maruti Suzuki Retains Pole Position in JD Power CSI 2014 – India Customer Service Index:
India’s largest car-maker Maruti Suzuki India Ltd. is again in the news; having retained its pole-position in the recently announced JD Power CSI 2014 – (India Customer Service Index) Study. The JD Power CSI India 2014 has ranked Maruti Suzuki No.1 in Customer Service for the 15th consecutive year.
The JD Power CSI takes into account the customer service related aspects such as Service Initiation, Service Advisor, Service Facility, Vehicle Pickup, and Service Quality; which are surveyed by JD Power Asia Pacific. Sourced from JD Power Asia Pacific 2014 India Customer Service Index (CSI) StudySM, the JD Power rankings are measured on a 1000-points scale against which the automotive companies are compared for overall customer satisfaction. Higher the score means greater the satisfaction.
The rankings for JD Power CSI 2014 are as follows:
1. Maruti Suzuki – 890
2. Honda Cars India – 863
2. Hyundai India – 863
• Market Average – 856
3. Tata Motors – 834
4. Mahindra – 829
4. Toyota – 829
5. Nissan – 798
6. Ford – 790
7. Volkswagen – 785
8. Renault – 783
9. Chevrolet – 780
10. Skoda – 772
According to JD Power CSI 2014, Maruti Suzuki retained the top position with a score of 890 points, followed by Honda which moved up from 3rd spot in 2013 to claim the 2nd position in 2014; improving its service delivery. Hyundai managed to retain its position by sharing the 2nd place in the list with Honda.
Tata Motors which was at the 4th spot in 2013; climbed up the ladder by one step to get a respectable 3rd place. Although, it indicates that Tata Motors is improving its service delivery; it is still below the industry average. Chevrolet, however, tumbled to the 9th place in 2014 from its 7th spot in 2013 indicating that the customers were not very happy with the company’s service. Skoda, which was already down at 9th place in 2013; slipped further to the last spot in 2014.
More information can be obtained at: http://india.jdpower.com/en/news/20141030/