J. D. Power published their findings for the year 2016 and Toyota has been ranked the numerouno in the sales satisfaction index (SSI). Of the 12 mass market brands that were evaluated for 1000 points, Toyota scored 838 followed by Nissan (831) and Honda, Hyundai and Mahindra tied at 815 points each.
The mass market average for SSI averaged at 809 points with Tata scoring 813 and the largest market-share holder Maruti Suzuki scoring 804. Sales initiation, deal and paperwork, facility, delivery process, sales persons and delivery timing contributed almost equally towards ensuring customer satisfaction.
Internet has had a big influence on the car buying process more than one third of the new car buyers turning to automotive websites to research. “More car buyers are operating in high-information- gathering mode, during which they refer to multiple websites to help them make an informed decision,” said Kaustav Roy, director at J.D. Power.
