Maruti Suzuki Maintains Top Position in JD Power CSI 2015 - India Customer Service Index:
In the recently published JD Power CSI 2015 (India Customer Service Index) Study, India’s top car-maker Maruti Suzuki India Ltd. has again retained its top ranking. The JD Power Customer Satisfaction Index is one of the most reliable surveys; which reviews the customer service related aspects such as Service Initiation, Service Adviser, Service Facility, Vehicle Pickup, and Service Quality. Sourced from JD Power Asia Pacific 2015 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 points means greater the satisfaction.
The rankings for JD Power CSI 2015 are as follows:
1. Maruti Suzuki - 906
2. Honda Cars India - 880
• Market Average - 866
3. Hyundai India – 849
3. Tata Motors - 849
4. Mahindra – 846
5. Toyota – 840
6. Nissan – 802
7. Chevrolet - 786
8. Ford – 782
9. Renault – 781
10. Fiat - 777
11. Volkswagen - 774
12. Skoda – 769
According to JD Power CSI 2015, while Maruti Suzuki retained the top position for the 16th consecutive year; Honda also retained its 2nd position in 2015. Hyundai, however, lost its 2nd position to settle at the 3rd place in the list; as a result in decline of its service delivery.
Tata Motors which was at the 4th spot in 2014; jumped the queue by one place to get a respectable 3rd place jointly with Hyundai, which evidently indicates that Tata Motors has remarkably improved its service delivery. Mahindra & Toyota bagged 4th & 5th places respectively in JD Power CSI 2015; while, Nissan moved from 5th to 6th place. Chevrolet, however, jumped up to the 7th place in 2015 from its 9th spot in 2014; indicating that the customers were happier with the company’s service in 2015.
Ford; which was ranked decently 6th in 2014, went down to 8th place in 2015, indicating that the customers were not very happy with the company’s service. On the other hand, Volkswagen; which was already at 7th place in 2014 went further down to 11th place – indicating a considerable decline in its service delivery. Skoda too retained its bottom most position for the second time in a row in JD Power CSI 2015; indicating that the company did absolutely nothing to improve its service quality since 2014.
More information can be obtained at: http://india.jdpower.com/press-releases/2015-india-customer-service-index-csi-study%E2%80%94mass-market