Maruti Suzuki India Limited (MSIL), that has become a synonym for exceptional after
sales service in its domestic market, has topped the chart in the 'buyer's satisfaction' in a recent independent research study conducted by JD Power Asia Pacific. The Indian auto giant managed to get the top position in the Sales Satisfaction Study by scoring 819 points out of 1000. As many as 11 major car makers had been included in this research study where the customers satisfaction level was analysed.
The Japanese auto giant Honda stood at the second spot by scoring 816 followed by Skoda with 812 points. Surprisingly, one of India's largest car maker, Tata Motors, ranked at the lowest in the customer satisfaction level in this study. According to a statement given by Mohit Arora, Asia-Pacific Executive Director at JD Power, The success of Maruti Suzuki is largely attributed to the enthusiasm of sales people at the dealership as well as their ability to understand customer requirements and provide knowledgeable answers to queries. Mr Arora also added that the launch of any new model can be over-shadowed easily if there is lack of availability coupled with lack of enthusiasm from the sales person while delivering such cars. He also said that both dealers and dealerships play a crucial role in a company's customer satisfaction level.
It is also revealed by this study that the auto industry has improved in all seven factors in the current year as compared to the same period in the year 2009. The areas that have witnessed the highest level of improvement include dealer facility and deal perceptions. The over all customer satisfaction level has increased by 10 points at an average of 803 points this year as compared to 793 points in the year 2009.