Two-wheeler owners satisfied with their service dealer tend ... satisfaction index of 773 points as...

SPOTLIGHT | Are two-wheeler owners in India satisfied with after-sales service?

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SM as the source. Rankings are based on numerical scores and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this publication or J.D. Power study results without the express prior written consent of J.D. Power.

748Service Quality

756Service Advisor

758Service Facility

738Vehicle Pickup

740Service Initiation

The Five Factors Influencing Satisfaction and what are two-wheeler owners most satisfied with?

Two main areas that owners are most sensitive about.

1 Quality of Work

Commitment of Delivery Tinming

2

1 Proximityof ServiceCenter

Pre-scheduling2

Two-wheeler owners report highest satisfaction levels with Service Facility.

“When work is not done right the first time, satisfaction scores decline 132 index points.”

Satisfaction was higher by 12 points among owners who needed to travel 5 kilometres or less.

Pre-scheduling customers report higher satisfaction index of 773 points as compared to 742 points reported by customers who drop by

“When the two-wheeler is delivered later than promised, satisfaction scores drop by 111 points.”

Other aspects that impacts satisfaction.

And it matters to satisfy customers because…

Two-wheeler owners satisfied with their service dealer tend to have a long lasting association with the service dealer and by extension the OEMs.

Kaustav RoyDirector at J.D. Power

Brand performance

Power Circle Ratings

Among the best Better than most About average The rest

J.D. Power 2016 India Two-Wheeler Customer Service Index (2WCSI) StudySM

AWARD RECIPIENT:TVS

AWARD RECIPIENT: TVS

OverallSatisfaction

ServiceInitiation

ServiceAdvisor

ServiceFacility

VehiclePickup

ServiceQuality

RATINGS FACTORS

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