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Category: AutomotiveIndia

  • 2025 India Two-Wheeler Initial Quality Study (2WIQS)

    Quality Concerns with Increased Usage Affect Owners’ Perception and Future Purchase Decisions of Two-Wheelers in India, JD Power Finds

    2025-03-04

    jillian.breska

    NEW DELHI: 5 March 2025 — As two-wheeler customers in India accumulate more kilometers on their vehicles, they experience an increase in quality-related issues, according to the JD Power 2025 India Two-Wheeler Initial Quality StudySM (2WIQS), released today. Owners have an average increase of (9 PP100) in problems per 100 vehicles (PP100) among customers who have ridden their vehicles 2,500 kilometers or more than among owners who have ridden their vehicles 2,500 kilometers or less in the first six months of ownership. A lower score indicates higher vehicle quality.

    The study finds that the sharpest increase in problems with higher usage is in the electric scooters segment, with nearly twice as many problems (98 PP100) than the other segments combined (53 PP100). Among owners with higher-mileage vehicles in the electric scooter segment, the most problematic areas are brakes; lights/electricals; and fit and finish. 

    “While initial satisfaction with vehicle’s performance and build quality is improving, faster wear and tear during the early ownership period leads to several concerns in consumers’ minds, such as performance degradation, increased vibrations, braking inefficiencies and component durability,” Pronab Gorai, engagement director at Differential in Singapore. “If initial quality expectations are not sustained over time, customers may hesitate to repurchase the same brand for their next vehicle. Instead, they may consider alternatives that promise better long-term reliability and durability.”

    Overall initial quality for the industry stands at 86 PP100 in 2025, with the highest number of problems being in the engine (18 PP100). This is followed by lights and electricals (15 PP100) and brakes (15 PP100). More than half (58%) of customers say the problems experienced during their initial ownership are less than what they expected. This is a significant improvement from 2024 when 44% of customers indicated that the number of problems experienced was fewer than expected. Across all segments, the greatest proportion of electric scooter segment owners had fewer than expected problems (61%).

    “Measuring new-vehicle quality in India is crucial for automakers aiming to enhance customer satisfaction and brand reputation,” said Atsushi Kawahashi, senior director of JD Power Japan. “Leveraging these insights for proactive quality improvements can enhance resale value, lower warranty expenses and strengthen competitive positioning for India’s two-wheeler manufacturers.”

    Highest-Ranking Models

    • TVS Jupiter ranks highest in the scooter economy segment with 75 PP100.
    • Honda Dio 125 ranks highest in the scooter executive segment with 50 PP100.
    • TVS Radeon ranks highest in the motorcycle economy segment with 54 PP100.
    • Hero Super Splendor / XTEC and Honda Shine 125 ranks highest in the motorcycle executive segment with 72 PP100.
    • TVS Apache RTR 160 2V ranks highest in the motorcycle upper executive segment with 53 PP100.
    • Bajaj Chetak ranks highest in the scooter EV segment with 45 PP100.

    Highest-Ranking Brands

    • Royal Enfield ranks highest in the overall two-wheeler initial quality study with 68 PP100

    The study, redesigned for 2025, is conducted in collaboration with Differential, Singapore. It measures problems experienced in eight problem categories for internal combustion engine (ICE) models (in alphabetical order): brakes; connectivity, mobile app and navigation; engine; fit and finish; gauges and controls; lights and electricals; ride and handling; and transmission. For electric two-wheelers, the categories of engine and transmission are replaced by the categories of battery and charging; and pick-up and performance.

    The 2025 India Two-Wheeler Initial Quality Study (2WIQS) is based on responses from 6,503 new two-wheeler owners, including both internal combustion engine and electric powertrains, who purchased their vehicle from May through December 2024. The study was fielded from October 2024 through January 2025. Fieldwork was conducted through face-to-face surveys in 42 major cities in India covering 80 two-wheeler models from 12 makes. Brands included in the study are ranked according to aggregate score of problems per 100 vehicles, with a lower score indicating better quality.

    JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

    JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://japan.jdpower.com/.

    Differential is a strategic consulting and research firm specializing in consumer insights, brand strategy, and market intelligence across the Asia-Pacific region. With expertise in data-driven decision-making, the firm helps businesses navigate complex market dynamics by providing deep cultural and behavioral insights. Its services range from qualitative and quantitative research to competitive analysis and trend forecasting, enabling clients to develop effective business strategies and customer engagement plans. Leveraging a strong understanding of regional nuances, Differential supports companies in various industries, including automotive, finance, and technology, to drive growth and innovation. To learn more about the company’s business offerings, visit www.differential.com.sg.

    Media Relations Contacts 
    Ishika Arora, Differential; Singapore; +65-8428-3005 [email protected]
    Geno Effler, JD Power; USA; +1-714-621-6224; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info 

     

  • 2025 India Two-Wheeler APEAL Study (2WAPEAL)

    Two-Wheeler Industry in India Improves in Vehicle Appeal but Fuel Efficiency Issues Still Affect Owner Satisfaction, JD Power Finds

    2025-03-10

    jillian.breska

    NEW DELHI: 12 March 2025 — The two-wheeler industry in India continues to make significant strides in enhancing overall owner satisfaction, according to the JD Power 2025 India Two-Wheeler APEAL StudySM (2WAPEAL), released today. Almost half (46%) of two-wheeler owners say their level of satisfaction with their vehicle exceeded their initial expectation. This compares very favorably with the 2024 study in which 32% indicated a better-than-expected experience.

    Fuel economy-related attributes continue to dominate overall owner satisfaction, as owners view higher efficiency as a means to extend driving range and reduce refueling frequency, enhancing convenience and practicality while reducing overall cost of ownership.

    “Fuel efficiency is a critical factor in the Indian automotive market due to rising fuel costs, high daily commute distances and a price-sensitive customer base,” said Pronab Gorai, engagement director at Differential in Singapore. “Additionally, increasing environmental awareness and government regulations promoting fuel-efficient and cleaner vehicles further reinforce the importance of fuel economy.”

    Highest-Ranking Models

    • Honda Activa ranks highest in the scooter economy segment with a score of 864.
    • Suzuki Burgman ranks highest in the scooter executive segment with a score of 873.
    • TVS Radeon ranks highest in the motorcycle economy segment with a score of 873.
    • Honda Shine 125 ranks highest in the motorcycle executive segment with a score of 871.
    • Yamaha MT-15 ranks highest in the motorcycle premium segment with a score of 873.
    • TVS iQube/ iQube S ranks highest in the scooter EV segment with a score of 873.

    “As competition in the industry intensifies, automakers that effectively align with evolving consumer preferences stand to gain a significant advantage,” said Atsushi Kawahashi, senior director at JD Power Japan. “This year’s study underscores the importance of continuous innovation in vehicle design and technology to meet and exceed customer expectations.”

    The re-designed study conducted in collaboration with Differential, Singapore, measures owners’ satisfaction with their two-wheelers across various vehicle systems. The study covers 55 individual product level attributes across vehicle systems such as seats; looks and styling; controls, switches and locks; engine and transmission; fuel economy; and ride and handling. For electric two-wheelers, additional categories of connectivity and mobile app; charging and driving range; and pickup and performance are included.

    The 2025 India Two-Wheeler APEAL Study is based on responses from 6,503 new two-wheeler owners who purchased their vehicle from May through December 2024. The study was fielded from October 2024 through January 2025. Fieldwork was conducted through face-to-face surveys in 42 major cities in India covering 80 two-wheeler models from 12 makes. Brands included in the study are ranked according to aggregate score out of 1,000 index points, with a higher score indicating better performance.

    JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

    JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://japan.jdpower.com/.

    Differential is a strategic consulting and research firm specializing in consumer insights, brand strategy, and market intelligence across the Asia-Pacific region. With expertise in data-driven decision-making, the firm helps businesses navigate complex market dynamics by providing deep cultural and behavioral insights. Its services range from qualitative and quantitative research to competitive analysis and trend forecasting, enabling clients to develop effective business strategies and customer engagement plans. Leveraging a strong understanding of regional nuances, Differential supports companies in various industries, including automotive, finance, and technology, to drive growth and innovation. To learn more about the company’s business offerings, visit www.differential.com.sg.

    Media Relations Contacts 
    Ishika Arora, Differential; Singapore; +65-8428-3005 [email protected]
    Geno Effler, JD Power; USA; +1-714-621-6224; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • 2024 India Two-Wheeler Initial Quality Study (2WIQS)

    Connectivity-Related Issues Increasingly Cited by Two-Wheeler Owners in India, JD Power Finds

    2024-02-27

    jillian.breska

    DELHI: 28 Feb. 2024 — Two-wheeler owners in India have started citing a higher number of problems related to connectivity features in their new vehicles, according to the JD Power 2024 India Two-Wheeler Initial Quality Study SM (2WIQS), released today. At an industry level, connectivity-related problems account for 15% of all problems cited by owners of new two-wheelers.

    Initial quality is measured by the number of problems experienced per 100 vehicles (PP100) in the first six months of ownership, with a lower score reflecting higher quality. The study finds that connectivity-related problems are overwhelmingly higher for electric scooters (E-scooters), with this category accounting for 64% of the total problems. Issues related to erroneous functioning of the critical alerts on an E-scooter’s mobile application is the most often-cited problem, with 17 PP100.

    Among the ICE models that come in with connectivity features, intermittent disconnection of Bluetooth stands out among the top 10 problems.

    “Similar to four-wheelers, connectivity and vehicle app functionality are still important asks from two-wheeler owners,” Sandeep Pande, lead of the automotive practice India at NielsenIQ. “It would perhaps be prudent for manufacturers to pay more attention to the user experience of these features and services for an overall satisfying vehicle ownership experience.”

    Following are additional key findings of the 2024 study:

    • Overall quality improves: Owners of new two-wheeler owners continue to remain satisfied with the initial quality of their vehicles. Overall initial quality for the industry improves to 93 PP100 in 2024 from 99 PP100 in 2023. Nearly half (44%) of customers say the problems experienced during their initial ownership are less than what they expected.
    • First new two-wheeler owners difficult to satisfy: The study finds that first-time owners cite a higher problem incidence (94 PP100) than repeat owners (78 PP100). In addition, the percentage of first-time two-wheeler owners declines in 2024 to 77% from 88% in 2023.

    Highest-Ranking Models

    • Honda Dio ranks highest in the scooter economy segment with 50 PP100
    • TVS Jupiter 125 ranks highest in the scooter executive segment with 59 PP100
    • TVS Radeon ranks highest in the motorcycle economy segment with 82 PP100
    • Honda Shine 125 ranks highest in the motorcycle executive segment with 74 PP100
    • TVS Apache RTR 160 2V ranks highest in the motorcycle premium segment with 73 PP100

    The study measures problems experienced in two distinct categories: design-related problems and defects and malfunctions. The study includes specific diagnostic questions covering seven problem categories for gas-powered models: fit and finish; engine; transmission; brakes; ride and handling; lights and electricals; and gauges and controls. For electric two-wheelers, an additional category of connectivity is included.

    The 2024 India Two-Wheeler Initial Quality Study (2WIQS) is based on responses from 7,012 new two-wheeler owners, including both gas-powered and electric scooters, who purchased their vehicle from March through November 2023. The study was fielded from August through December 2023. NielsenIQ conducted face-to-face surveys in 40 major cities in India, asking more than 200 questions of two-wheeler owners about their product experience in their initial months post purchase. After conducting the surveys, the responses were cleaned for data quality and calculated. Brands included in the study are ranked according to aggregate score of problems per 100 vehicles, with a lower score indicating better quality.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific.

    NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

    Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

    NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

    Media Relations Contacts
    Kaustav Roy, NielsenIQ; [email protected];
    Sandeep Pande, NielsenIQ: [email protected]
    Geno Effler, JD Power; USA; +1-714-621-6224; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-inf

     

  • 2023 India Two-Wheeler APEAL Study (2WAPEAL)

    Two-Wheeler Owners in India Have High Satisfaction with Their Vehicles, JD Power Finds

    2024-03-12

    jillian.breska

    DELHI: 13 March 2024 — Two-wheeler owners in India have a high degree of satisfaction with their new two-wheelers, according to the JD Power 2023 India Two-Wheeler APEAL Study SM (2WAPEAL), released today. Nearly one-third (32%) of two-wheeler owners say that their vehicle’s overall satisfaction is higher than what they expected.

    These owners have a significantly higher satisfaction score—858 (on a 1,000-point scale)—than the industry average of 840. Interestingly, the highest proportion of owners who say their overall satisfaction exceeds expectations are owners of electric two-wheelers (E-scooters) at 36%. E-scooter owners also have higher average satisfaction (892) than owners of gas-powered scooters (856) or owners of motorcycles (855).

    “The E-scooter market in India has seen exponential growth,” said Sandeep Pande, lead of the automotive practice India at NielsenIQ. “The current models in the market have been launched by manufacturers with a lot of thought to user experience and performance and the customers are acknowledging and appreciating those efforts.”

    Following are additional key findings of the 2024 study:

    • Charging and connectivity drive EV owners satisfaction: Intuitively, key drivers of product satisfaction for E-scooter owners are charging, pickup and performance along with connectivity. Collectively, these two categories contribute 30% towards a customer’s satisfaction with their E-scooter. Incidentally, connectivity is also the category whose APEAL score is the lowest among E-scooter owners (852 vs. 868 for overall APEAL).
    • E-scooter owners are sensitive about Seats: E-scooter owners also put considerable importance to their seats, with a 19% weightage, which is higher than gas-powered scooters (15%). The top two elements among owners of E-scooters that drive satisfaction with seats are material quality and seat styling and comfort.

    Highest-Ranking Models

    • TVS Jupiter ranks highest in the scooter economy segment with a score of 839.
    • Suzuki Burgman ranks highest in the scooter executive segment with a score of 856.
    • TVS Radeon ranks highest in the motorcycle economy segment with a score of 859.
    • TVS Raider ranks highest in the motorcycle executive segment with a score of 853.
    • TVS Apache RTR 2V ranks highest in the motorcycle premium segment with a score of 852.

    The study measures owners’ satisfaction with their two-wheelers across various vehicle systems. The study covers 52 individual product level attributes across vehicle systems such as seats; looks and styling; controls, switches and locks; engine and transmission; fuel economy; and ride and handling. For electric two-wheelers, an additional category of connectivity is included.

    The 2024 India Two-Wheeler APEAL (2WAPEAL) is based on responses from 6,912 new two-wheeler owners who purchased their vehicle from March through November 2023. The study was fielded from August through December 2023. NielsenIQ conducted face-to-face surveys in 40 major cities in India, asking more than 200 questions of two-wheeler owners about their product experience in their initial months post purchase. After conducting the surveys, the responses were cleaned for data quality and calculated. Brands included in the study are ranked according to aggregate score out of 1,000 index points, with a higher score indicating better performance,

    JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific.

    NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

    Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

    NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

    Media Relations Contacts
    Sinchita Mukherjee, NielsenIQ; [email protected]
    Geno Effler, JD Power; [email protected]; +1-714-621-6224

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • 2023 India Customer Service Index (CSI) Study

    Pre-Service Process Implementation at OEM Workshops in India Can Help Increase Satisfaction and Revenue, JD Power Finds

    2023-11-28

    jillian.breska

    DELHI: 30 Nov. 2023 — High implementation of service advisor actions during pre-service assists original equipment manufacturer (OEM) workshops in a multi-faceted manner, according to the JD Power 2023 India Customer Service Index (CSI) Study,SM released today. After a hiatus since 2021, JD Power has re-launched the India Customer Service Index Study in collaboration with NielsenIQ.

    Pre-service actions by the service advisors combine several actions like multi-point inspection, explanation of work before service, being fully aware of customer needs, providing helpful advice and having sufficient technical knowledge. The study finds that customers who have received implementation of all these elements have an increase of 20 points (on a 1,000 -point scale) than those who do not (848 vs. 828, respectively). In addition, these customers end up spending 7% more on their service than those who do not receive these implementations.

    “Pre-service process sets the tone for the entire service experience,” said Sandeep Pande, lead of the automotive practice India at NielsenIQ. “Service advisors who are able to ensure a higher implementation of the key elements, not only reap higher monetary benefits for their workshop, but they are also able to build trust for their workshops in the mind of the customers.”

    Following are additional key findings of the 2023 study:

    • Proper explanation key to mitigating high charges perception: Nearly one-fifth (19%) of customers who have their work and charges explained both pre and post service say that the charges were higher than expectations. This increases significantly to 45% among customers who did not receive an explanation of both the work done and money charged by the workshops.
    • Sensitivity towards vehicle handover time remains: Customers want to hand over their vehicles for service in a fast yet efficient manner. The inflection point is 20 minutes after walking into the workshop. Satisfaction progressively drops beyond that time, with a decline of 21 points when the handover time exceeds 30 minutes.

    Study Ranking

    MG India ranks highest in customer service satisfaction with a score 852. Skoda (848) ranks second and Nissan (845) ranks third.

    The 2023 India Customer Service Index Study (CSI) is based on responses from 5,480 new-vehicle owners who purchased their vehicle from July 2020 through September 2022. The study was fielded from July through September 2023.

    The study measures new-vehicle owners’ satisfaction with after-sales process by examining the dealership performance in five factors (listed in order of importance); service initiation (36%); vehicle pick-up (19%); service quality (18%); service advisor (15%); and service facility (13%). The study only examines the after-sale satisfaction in the mass market segment.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific.

    NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

    Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

    NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

    Media Relations Contacts
    Kaustav Roy, NielsenIQ; [email protected]
    Sandeep Pande, NielsenIQ; [email protected]
    Geno Effler, JD Power; [email protected]; +1-714-621-6224

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • 2023 India Sales Satisfaction Index (SSI) Study

    Recommendation, Reviews and Prior Experience Remain Key Drivers of Dealer Choice among New-Vehicle Shoppers in India

    2023-11-07

    jillian.breska

    DELHI: 8 Nov. 2023 — In an era of digitalization, a recommendation from others’ shopper experience remains one of the key drivers for choosing a dealership in India, according to the JD Power 2023 India Sales Satisfaction Index (SSI) Study,SM released today. Since 2021, JD Power has conducted the India Sales Satisfaction Index Study in partnership with NielsenIQ.

    The study finds that a customer’s choice of dealership often depends on word-of-mouth recommendations and online reviews. Nearly one-third (32%) of customers cited these two elements as the primary reasons for choosing their current dealer. In addition, appearance of the dealer facility (13%) is a key reason for choosing a dealership.

    “Experience remains a key driver towards dealer recommendations in both the offline and online space,” said Sandeep Pande, lead of the automotive practice India at NielsenIQ. “With customers looking towards their peer group for advice on dealer choice, an enhanced quality of experience encompassing sales and after-sales for existing customers is likely to drive dealer referrals.”

    Following are some key findings of the 2023 study:

    • Safety as a theme takes precedence: The perception of a vehicle’s safety is the main reason to purchase the same vehicle again (11%). Among SUV owners, safety as a key reason for model choice is cited as the main reason for choosing that type of vehicle.
    • Digital and physical information sources co-exist: While digital sources like YouTube videos, reviews, blogs and social media advertisement are cited as the main sources of information for model choice (39%), equally important are word-of-mouth from friends/ family, test drives and visiting the dealership (39%).
    • Shopping and research time before booking increases: The study shows an increase in the time that customers are taking to shop and research a new vehicle. In 2023, the number of days from the start of vehicle research to the actual booking was 55 days, up from 47 days in 2022.

    Study Ranking

    Nissan ranks highest for the first time in the study, with a score of 881. MG (879) ranks second and Hyundai (878) ranks third.

    The 2023 India Sales Satisfaction Study (SSI) is based on responses from 5,445 new vehicle owners who purchased their vehicle from December 2022 through August 2023. The study was fielded from June through September 2023.

    The study measures new-vehicle owner satisfaction with the sales process by examining satisfaction on six factors (listed in order of importance): sales consultant (19%); working out the deal (19%); dealership facility (18%); paperwork completion (17%); delivery process (15%); and brand website (12%).The study only examines the sales satisfaction in the mass market segment.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business.

    NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

    Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

    NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

    Media Relations Contacts
    Geno Effler, JD Power; USA; +1-714-624-6224; [email protected]
    Kaustav Roy, NielsenIQ; [email protected];
    Sandeep Pande, NielsenIQ: [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • 2023 India Two-Wheeler Initial Quality Study (2WIQS)

    Two-Wheeler Owners Have High Degree of Satisfaction with Initial Quality, JD Power Finds

    2023-02-21

    jillian.breska

    DELHI: 22 Feb. 2023 — Two-wheeler owners in India have high satisfaction with the initial quality performance of their vehicles, according to the JD Power 2023 India Two-Wheeler Initial Quality Study SM (2WIQS), released today. More than one-fourth (28%) of two-wheeler owners say the number of problems experienced with their new two-wheeler are fewer than what they expected. After a hiatus since 2019, JD Power has re-launched the India Two-Wheeler Initial Quality Study this year in collaboration with NielsenIQ.

    Initial quality is measured by the number of problems experienced per 100 vehicles (PP100) in the first six months of ownership, with a lower score reflecting higher quality. In this year’s study, the industry average is 107 PP100. The scooter segments combine for an average of 91 PP100, while the motorcycle segments combine for an average of 101 PP100. For the first time, the study includes electric two-wheelers, with 173 PP100.

    “The industry’s sharp focus on both manufacturing and perceived quality in recent years has yielded significant positive results,” said Sandeep Pande, lead of the automotive practice India at NielsenIQ. “Customers are clearly appreciating the same in experiencing fewer issues during their initial ownership period.”

    Pande cautioned, however, that there has been a decrease in the distance traveled during the initial ownership period. Overall distance traveled cited by customers has declined 13% from the 2019 study. “Given that quality feedback is often directly related to extended usage, the reduced problems cited this year could be transient and may need to be monitored closely for enhanced customer satisfaction.”

    Following are additional key findings of the 2023 study:

    • More problems cited by owners of electric two-wheelers: Electric two-wheelers experience more problems (173 PP100) than in any other segment, with nearly half of those problems (85 PP 100) being related to connectivity.
    • Fuel efficiency and driving range expectations: Owners of gas-powered two-wheelers and electric two-wheelers have similar levels of satisfaction with the fuel efficiency and driving range of their vehicles. Among owners in both categories, 80% say that the fuel efficiency and driving range met their expectations.
    • Longer ownership cycle expected: Owners say they intend to keep their current two-wheeler for seven to eight years. In the 2019 study, that figure was six years.

    Highest-Ranking Models

    • Honda Dio ranks highest in the scooter economy segment with 56 PP100
    • TVS Jupiter 125 ranks highest in the scooter executive segment with 70 PP100
    • Honda Dream ranks highest in the motorcycle economy segment with 88 PP100
    • Bajaj Pulsar 125 ranks highest in the motorcycle executive segment with 90 PP100
    • Yamaha R15 ranks highest in the motorcycle premium segment with 57 PP100

    The study measures problems experienced in two distinct categories: design-related problems and defects and malfunctions. The study includes specific diagnostic questions covering seven problem categories for gas-powered models: fit and finish; engine; transmission; brakes; ride and handling; lights and electricals; and gauges and controls. For electric two-wheelers, an additional category of connectivity is included.

    The 2023 India Two-Wheeler Initial Quality Study (2WIQS) is based on responses from 7,465 new two-wheeler owners who purchased their vehicle from March through November 2022. The study was fielded from August through December 2022. NielsenIQ conducted face-to-face surveys in 40 major cities in India, asking more than 200 questions of two-wheeler owners about their product experience in their initial months post purchase. After conducting the surveys, the responses were cleaned for data quality and calculated. Brands included in the study are ranked according to aggregate score of problems per 100 vehicles, with a lower score indicating better quality.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific.

    NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

    Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior in order to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

    NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

    Media Relations Contacts
    Geno Effler, JD Power; [email protected]; +1-714-621-6224
    Sinchita Mukherjee, NielsenIQ; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • 2023 India Two-Wheeler Automotive Performance, Execution and Layout (APEAL) Study (2WAPEAL)

    Fuel Economy Remains Key Driver of Two-Wheeler Satisfaction in India, JD Power Finds

    2023-03-01

    jillian.breska

    DELHI: 2 March 2023 — Continued high level of petrol prices results in owners of two-wheelers powered by internal combustion engines (ICE) placing more importance on fuel economy performance when determining vehicle product satisfaction, according to the JD Power 2023 India Two-Wheeler Automotive Performance, Execution and Layout (APEAL) Study SM (2WAPEAL), released today. Having said that, owners appreciate the industry performance with 80% of them citing that the fuel efficiency they experience is in line with their expectations. After a hiatus since 2019, JD Power has re-launched the India Two-Wheeler APEAL Study this year in collaboration with NielsenIQ.

    Interestingly, the importance of fuel efficiency as a reason to purchase is high only in the entry level motorcycle segment. Across other segments, owners cite aspects such as styling, engine performance and reliability as more important purchase drivers.

    In this year’s study, the industry average is 823 points (on a 1,000-point scale). In both the scooters and motorcycles segments, the average is 821. For the first time, the study includes the electric two-wheeler segment, which averages 838.

    “While fuel efficiency has always been an important driver of satisfaction, owners in the upper executive and premium segments have in past attached a lower importance to it,” said Sandeep Pande, lead of the automotive practice India at NielsenIQ. “However, the sustained high levels of fuel prices pivot owners to be more sensitive to this parameter, especially when considering their product satisfaction levels.”

    Following are additional key findings of the 2023 study:

    • Charging and connectivity drive electric two-wheelers’ owner satisfaction: Key drivers of product satisfaction among EV owners are the range of the vehicle, ease of use of mobile application and ease of home charging.
    • Much lower APEAL scores among youngest cohort: APEAL scores are lower among owners under 30 years of age (814 points) than among owners in the other age brackets (832 on average).
    • Owners unsure of brand repurchase: A notable percentage—42%—of two-wheeler owners say they are unsure of repurchasing the same brand for their next vehicle.

    Highest-Ranking Models

    • Honda Dio ranks highest in the scooter economy segment with a score of 831
    • TVS Ntorq ranks highest in the scooter executive segment with a score of 838
    • Honda Dream ranks highest in the motorcycle economy segment with a score of 838
    • TVS Raider ranks highest in the motorcycle executive segment with a score of 850
    • Honda Unicorn ranks highest in the motorcycle premium segment with a score of 831

    The study measures owners’ satisfaction with their two-wheeler in various vehicle systems. The study covers 52 individual product-level attributes across vehicle systems such as seats; looks and styling; controls, switches and locks; engine and transmission; fuel economy; and ride and handling. An additional category for connectivity is included for electric two-wheelers.

    The 2023 India Two-Wheeler APEAL Study (2WAPEAL) is based on responses from 7,465 new two-wheeler owners who purchased their vehicle from March through November 2022. The study was fielded from August through December 2022. NielsenIQ conducted face-to-face surveys in 40 major cities in India, asking more than 200 questions of two-wheeler owners about their product experience in their initial months post purchase. After conducting the surveys, the responses were cleaned for data quality and calculated. Brands included in the study are ranked according to an aggregate score on a 1,000-point scale, with a higher score indicating a better performance.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific.

    NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

    Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

    NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

    Media Relations Contacts
    Geno Effler, JD Power; [email protected]; +1-714-621-6224
    Sinchita Mukherjee, NielsenIQ; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • 2022 India Customer Service Index (CSI) Study

    Communication Led by Service Advisors Helps Drive Satisfaction with Aftersales Process in India, JD Power Finds

    2022-11-17

    DELHI: 24 Nov. 2022 — Vehicle owners in India place a great level of importance on proactive service advisor-led interaction during their service experience, according to the JD Power 2022 India Customer Service Index (CSI) Study,SM released today. After a hiatus since 2021, JD Power has relaunched the India Customer Service Index (CSI) Study in collaboration with NielsenIQ.

    Communication from service advisors encompass several elements such as a thorough multi-point check; confirmation of service requests; review and explanation of work pre and post service; and regular status updates. The study finds that satisfaction among customers who have received implementation of all interaction elements increases by 25 index points (on a 1,000-point scale) vs. among those who do not receive them (863 vs. 838, respectively)

    “Clear, proactive and timely interaction from advisors demonstrates a clear commitment towards customer engagement,” said Sandeep Pande, lead of the automotive practice India at NielsenIQ. “Dealerships that are able to deliver both on quality of service and interaction can expect to achieve higher recommendation and retention levels.”

    Following are additional key findings of the 2022 study:

    • Quality of work remains critical for satisfaction: More than three-fourths (80%) of customers say that key elements of service quality were done, such as completion of all requested work; work done right the first time; and the vehicle was cleaned. Satisfaction declines 22 points when customers say that even one of these elements was missed.
    • Younger customers harder to please: Millennials1 and Gen Z customers  are the least satisfied among generational groups, with overall satisfaction of 822, which is 22 points below the average. They are significantly more critical of any omission in the implementation of both interaction and quality of service. In contrast, older customers over the age of 35 tend to be more forgiving and place a higher importance on the quality of service.

    Study Ranking

    MG India ranks highest with a score 860. Honda (852), Hyundai (852) and Toyota (852) each rank second, in a tie.

    The study measures new-vehicle owners’ satisfaction with the after-sales process by examining dealership performance in five factors (listed in order of importance): service initiation (26%); service advisor (20%); vehicle pick-up (20%); service quality (19%); and service facility (15%). The study only examines aftersale satisfaction in the mass market segment.

    The 2022 India Customer Service Index (CSI) Study is based on responses from 5,586 new-vehicle owners who purchased their vehicle from July 2019 through September 2021. From July through September 2022, NielsenIQ conducted face-to-face surveys in 25 major cities in India, asking 125 questions of vehicle owners about their experience with their most recent service done at their brand’s authorized workshop. After conducting the surveys, the responses were cleaned for data quality and calculated. Brands included in the study are ranked according to aggregate score.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific.

    NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

    Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

    NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

    Media Relations Contacts
    Geno Effler, JD Power; [email protected]; +1-714-621-6224
    Kaustav Roy, NielsenIQ; [email protected]
    Sandeep Pande, NielsenIQ; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.1JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004). Millennials (1982-1994) are a subset of Gen Y.

     

  • 2022 India Initial Quality Study (IQS)

    New-Vehicle Owners in India Cite Higher Number of Design-Related Problems, JD Power Finds

    2022-12-21

    DELHI: 23 Dec. 2022 — Among the total problems cited by new-vehicle owners in India, 56% are design-related, according to the JD Power 2022 India Initial Quality StudySM (IQS), released today.   More than one-third (35%) of the problems cited are in the categories of audio/communication/entertainment/ navigation and features/controls/displays. JD Power relaunched the India Initial Quality Study this year in collaboration with NielsenIQ following a hiatus since 2019.

    Initial quality is measured by the number of problems experienced per 100 vehicles (PP100) in the first six months of ownership, with a lower score reflecting higher quality. In this year’s study, the industry average is 122 PP100.

    “The industry’s sharp focus on manufacturing quality over the years has yielded significant positive results,” said Sandeep Pande, lead of the automotive practice India at NielsenIQ. “Customers are clearly appreciating the same by citing fewer manufacturing-led issues during their initial ownership period.”

    However, with the continued advent of new vehicles that include a multitude of technology features, the challenge lies in aligning them to a set of optimized customer requirements. “Given customers’ sensitivity towards ease of use and comfort and convenience, manufacturers that are able to integrate user experience in their vehicle design will be in a better position to differentiate their products and build advocacy for their brand,” Pande said.

    Following are additional key findings of the 2022 study:

    • It is not only about the driver: Owners who usually have more than two passengers in their vehicle cite a significantly higher problem incidence. The number of problems cited by owners with up to two passengers is 100 PP100, while owners with more than two passengers average 135 PP100.
    • Owners with multiple vehicles tend to experience more issues: Owners with more than one vehicle in the household tend to experience more problems, 143 PP100 vs. 119 PP100 among owners who have one vehicle in their household.

    Highest-Ranking Models

    • Tata Tiago ranks highest in the compact segment with 120 PP100
    • Maruti Suzuki Ignis ranks highest in the upper compact segment with 105 PP100
    • Hyundai Elite i20 ranks highest in the premium compact segment with 106 PP100
    • Tata Tigor ranks highest in the entry midsize segment with 117 PP100
    • Hyundai Verna ranks highest in the midsize segment with 83 PP100
    • Tata Punch ranks highest in the compact SUV segment with 93 PP100
    • Volkswagen Taigun ranks highest in the SUV segment with 99 PP100
    • Kia Carens ranks highest in the MPV / MUV segment with 99 PP100

    The study measures problems experienced in two distinct categories: design-related problems and defects and malfunctions. The study includes specific diagnostic questions covering eight problem categories: exterior; driving experience; features/controls/displays; seats; audio/communication/entertainment/navigation; heating/ventilation/air conditioning; interior; and engine/transmission.

    The 2022 India Initial Quality Study (IQS) is based on responses from 7,397 new-vehicle owners who purchased their vehicle from January through October 2022. The study was fielded from July through November 2022.  NielsenIQ conducted face-to-face surveys in 25 major cities in India, asking more than 200 questions of vehicle owners about their product experience in their initial months post purchase. The responses were cleaned for data quality and calculated. Brands included in the study are ranked according to aggregate score of problems per 100 vehicles, with a lower score indicating better quality.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific.

    NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

    Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior in order to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

    NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

    Media Relations Contacts

    Sinchita Mukherjee, NielsenIQ; [email protected]

    Geno Effler, JD Power; [email protected];  +1-714-621-6224

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info