Skoda customers seem to be the happiest ones in the Indian auto market. Skoda has topped the customer satisfaction survey second year in the row as per the survey conducted by JD Power Asia Pacific 2008 India for Sales Satisfaction Index Study.
The study surveyed nearly 5416 car owners from 20 different Indian cities who have owned cars for nearly two to six months. The study compared nearly 40 passenger cars currently available in the Indian auto market. It undertook seven key factors such as delivery process, delivery timing, sales staff, sales handling, dealer facility, legal formalities or paperwork and finalising the deal.
Skoda scored 799 on a 1000 point scale while Ford trailed by 792 points followed by Honda and Toyota that scored 782 points each and fell on the third spot. “Skoda customers are particularly satisfied with the salespersons and the sales initiation process. A salesperson plays a key role in providing a hassle-free vehicle purchase experience for customers and represents the face of the manufacturers,” says Mohit Arora, Senior Director, JD Power and Associates.
JD Power and Associated found that the industry average for customer satisfaction is 767 points where Renault, Mahindra, Tata Motors and Hyundai fall below this average in their independent scores. The study also highlighted the growing importance of internet and car websites that play a crucial role in choosing a car brand.
