Maruti Suzuki is number one in customer satisfaction: JD Power Survey

Tuesday 01 November 2011, 11:51 AM by Vikas Yogi

The country’s largest car maker Maruti Suzuki has topped the customer satisfaction survey conducted by JD Power for auto dealer services. It is the consecutive 12th year when Maruti has topped the customer satisfaction index in the year 2011. It is to be mentioned here that Maruti Suzuki has the largest sales and service network in the Indian market. The effective after sales service has become the unique selling point of Maruti vehicles in the Indian market.

In a statement issued on Monday JD Power said, "Maruti Suzuki ranks highest in customer satisfaction with dealer service for a 12th consecutive year, with a score of 879 points. Maruti Suzuki improves more than any other brand in 2011 compared with 2010 and also performs particularly well in the service advisor factor."

The survey was conducted on a large scale on the basis of responses received from 6,821 car owners, during the period of May to August 2011. The survey includes customers, who bought their cars during the period of May, 2009, and August, 2010.

While commenting on Maruti’s top position in CSI index, JD Power Asia-Pacific Executive Director Mohit Arora said, "Maruti Suzuki's overall performance is largely due to its strength in critical operational measures, including performing service work correctly the first time and exceeding customer expectations for turnaround time."

Maruti Suzuki was followed by Honda Siel Cars India on the second spot with 804 points in this survey. The third position was jointly held by General Motors and Volkswagen with 791 points.

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