Maruti tops in customer satisfaction for new cars

Maruti Suzuki once again tops the chart for buyers’ satisfaction with newly launched cars according to JD Power.  According to the latest study — India Sales Satisfaction Index — by the market research firm, Maruti Suzuki India (MSI) topped the list of 11 auto-makers, garnering 819 points on a 1,000-point scale. It was followed by Honda and Skoda, with 816 and 812 points, respectively.

Launch of new models like WagonR, Alto K10 and good understanding of customers has led to the success of Maruti. The study ranked Tata Motors at the bottom of the list, with 758 points.

According to the study buyers of models that were launched in 2010 are less satisfied with their sales experience at dealerships compared to buyers of models that are at least one-year old. We sense this is largely because of the surge in demand the sales in charge are more involved in selling cars and are not trying hard as compared to 2009 which saw a decline in sales due to the recession.

In addition, the owners of newly launched models report longer waiting periods before delivery as against the customers of carry-over models, he added. However, the report said that overall sales satisfaction has increased by 10 points to an average of 803 in 2010, compared to 2009.

The study is based on responses from 6,178 new vehicle owners, who purchased their vehicle between September, 2009, and April, 2010, and includes evaluations of more than 60 models.

Source: Business Standard