Maruti Suzuki India Limited has topped the chart for buyer’s satisfaction in an independent research conducted by JD Power Asia Pacific. The company stood out amongst 11 brands ranked in the study in the Sales Satisfaction Study where it scored 819 points out of 1000 followed by Honda at 816 and Skoda at 812. Tata Motors stood at the bottom spot where customers did not give high accolades to the company in sales satisfaction.
"The success of Maruti Suzuki is largely attributed to the enthusiasm of sales people at the dealership, as well as their ability to understand customer requirements and provide knowledgeable answers to queries," JD Power Asia-Pacific Executive Director Mohit Arora said. He also said that any new model launch can be easily over-shadowed if there is lack of availability along with lack of enthusiasm from the sales person while delivering such models. Thus, dealers and dealerships play an important role in ranking high on customer satisfaction.
The study also revealed that the industry has improved from 2009 in all seven factors, with largest gains occurring in areas of dealer facility and deal perceptions. Moreover, the overall sales satisfaction has increased by 10 points from 2009 to an average of 803 in 2010, with eight of 11 ranked brands demonstrating year-over-year improvements.
