J.D. Power Asia Pacific 2009 India Customer Service Index (CSI) Study Results Announced

J.D. Power Asia Pacific 2009 India Customer Service Index (CSI) Study^SM results announced yesterday.The results did not bring any surprise, Maruti Suzuki continued the dominance for the 10th consecutive year.This study measures the satisfaction level of  customers who came to an authorised automobile dealership for service, repair or spare support  during the first 12 to 24 months of vehicle ownership.

J.D. Power Asia Pacific 2009 India Customer Service Index (CSI) Study has been done in five different aspects like service quality; vehicle pickup; service advisor; service facility; and service initiation and measured on a 1000 point scale.As usual the higher score  is better performance.This years study also indicated that customers are now more loyal to authorised dealership than non-authorised one comparing to previous year.

Maruti Suzuki scored 824 points out of 1000, while Honda and Mahindra managed to score 791 and 757 respectively.The industry average stood at 785 points.The scores indicate that Maruti is way ahead of it’s competitors and others can learn a lot from Maruti Suzuki in customer service area.Skoda Auto is rated at  bottom in the rating, they scored  only 722 out of 1000 points.Another interesting point is our very own Mahindra and Tata Motors ranking above many Global biggies.

The detailed score card has been appended for all other brands for reference.

Do you have some personal experience that backs above results? Share it here!

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Source:J.D.Power Asia Pacific