As per the J.D. Power 2015 India Sales Satisfaction Index (SSI) Study in Luxury segment, luxury-car buyers have been highly engaging in shopping process for a new vehicle. The study is reportedly based on examination of seven factors that contribute to new-vehicle owners’ overall satisfaction with their sales experience, like - delivery process, delivery timing, salesperson, sales initiation, dealer facility, paperwork and deal. It is then calculated on 1,000-point scale.
In terms of sales satisfaction in the luxury segment, Audi has reportedly scored 883 points this year, which is about 7-point decline as compared to the last year. Speaking more on the occasion, Mohit Arora, executive director, J.D. Power Singapore, said, “Given the fact that the purchase of a luxury vehicle in India demonstrates the pinnacle of financial and social status, it would be prudent for dealerships to engage with shoppers in a constructive manner, such as proactive communications during the purchase process. Dealerships need to clearly identify shoppers to have an engaging buying experience.”
The study also reveales the misconception that luxury-vehicle buyers in the country, who tend to be more affluent than mass market-vehicle buyers and most often also own multiple vehicles, spend very little time and effort during the purchase process. The study infact states that luxury-vehicle buyers in India are quite involved in the overall purchase experience. More than one-third (35%) of these buyers shop around for other models, with 45 percent of them using the Internet as one of their key information sources. Furthermore, luxury-vehicle buyers visit an average of three dealerships during the shopping process, with 80 percent of them test driving the vehicle they are considering before purchasing.