Upload
others
View
3
Download
0
Embed Size (px)
Citation preview
SPOTLIGHT | Are two-wheeler owners in India satisfied with after-sales service?
© 2016 J.D. Power. All Rights Reserved.
Charts and graphs extracted from this publication must be accompanied by a statement identifying J.D. Power as the publisher and the J.D. Power 2016 India Two-Wheeler Customer Service Index (2WCSI) Study
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
Suzuki
Royal En�eld
Yamaha
Honda
Hero
Bajaj
Mahindra
Please note that JDPower.com Power Circle Ratings may not include all information used to determine J.D. Power awards. See more: http://www.jdpower.com/about-us/jdpower-ratings