The Inaugural JD Power India Two-Wheeler Customer Service Study was released today, ranking TVS Motors as the number one in customer satisfaction. The aim of the study was to identify the significant competitive pressure from independent workshops on the authorised service network.
The study measures overall satisfaction in five factors, listed in order of their importance. Vehicle pick-up (22 per cent), service advisor (21 per cent), service quality (20 per cent), service facility (19 per cent) and service initiation (18 per cent). Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction. TVS ranks highest in customer satisfaction with after-sales service with a score of 773, performing particularly well in all five factors. Suzuki (764) ranks second and Royal Enfield rounds up the top three (758).
More than one in five (22 per cent) two-wheeler customers tend to visit an independent workshop during the warranty period. Two-wheeler dealers in India are facing significant competitive pressure from independent workshops, which are providing similar service work as the authorised service network. Mohit Arora, executive director at JD Power added “Given the high propensity of customers visiting independent workshops, it is critical for manufacturers and their authorized network to develop a differentiated service experience, thus providing a compelling reason for customers to revisit.”
The 2016 India 2WCSI Study is based on evaluations from 7,270 two-wheeler owners in 45 cities across India. These owners purchased a new two-wheeler between November 2013 and March 2015 and had a service experience within three months of evaluation. The study includes 10 two-wheeler makes and over 75 two-wheeler models and was fielded from November 2015 to March 2016.
