According to the J.D. Power 2017 India Sales Satisfaction Index (Mass Market) Study, Mahindra ranks the highest with a score of 866, followed by Toyota and Ford scoring 856 and 846 respectively.
The study is based on responses from 7,831 new-vehicle owners who purchased their vehicle from from September 2016 through April 2017.
The study examines six factors that contribute to overall customer satisfaction with their new-vehicle purchase in the mass market segment. These factors are initiation (17%); dealer facility (17%); deal & paperwork (17%); delivery timing (17%); salesperson (16%); and delivery process (16%).
Key findings of the study:
- Satisfaction in the dealer facilities factor has improved year over year, with 65% of customers—a 5-percentage-point increase from last year—saying their dealer offered all the amenities measured, including, Wi-Fi access, comfortable seating space and product brochures, among others.
- Salespersons are exerting less pressure on customers: The industry has improved in terms of the number of problems and the level of pressure experienced by customers, with the proportion of those who experienced either a problem or pressure during the buying process dropping by 4% this year (37% versus 33%, respectively).
The study finds that 49% of new-vehicle buyers in India researched vehicles online, an increase of 15 percentage points from last year. The primary information searches relate to vehicle pricing and product specifications, resulting in an increasing number of customers visiting showrooms with a clearer idea of pricing and the variants of choice available.