b2bdev

Category: India

  • 2019 India Two-Wheeler Customer Service Index (2WCSI) Study

    Satisfying Customers Who Require Specific Repairs Crucial to Dealer Profitability, JD Power Finds

    2019-07-23

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    SINGAPORE: 24 July 2019 — Although manufacturers place a strong emphasis on their service networks to follow processes and communication standards, the experience falls short for two-wheeler owners who visit authorised service outlets for specific repairs, according to the JD Power 2019 India Two-Wheeler Customer Service Index (2WCSI) Study,SM released today.

    The study finds that 12% of owners who went to an authorised service workshop did so for a specific repair, compared with 91% who required a routine service only. Among the owners who pinpoint a specific problem for repair, satisfaction with the service experience was lower by 32 index points compared to customers who visit for routine service only (725 vs. 757, respectively, on a 1,000-point scale). Chief contributors to the drop-in satisfaction include: gaps with the problem diagnosis; inadequate communication; actual repairs not meeting expectations; and time management concerns.

    “Service revenue plays a crucial part in dealer profitability and customers requiring specific repairs generate 37% more revenue than those visiting for routine service,” said Rajat Agarwal, Two-Wheeler Industry Expert at JD Power. “Hence, it is essential that workshops make all efforts to position themselves as the preferred choice regardless of the type of service undertaken. As vehicle ownership increases, the proportion requiring repairs will further grow. Dealers who improve their process discipline and customer communication will benefit in terms of increased loyalty and recommendations.”

    Following are some key findings of the 2019 study:

    • Execution issues with scheduling service: Satisfaction is higher among customers who schedule an appointment compared with those who drop by (790 vs. 735, respectively). However, a scheduled appointment does not necessarily translate into faster vehicle handover time, as 30% of appointment customers indicate taking 10 minutes or less while 37% of customers who drop by say the same.
    • More customers wait at dealership during service: The percentage of customers who wait at the dealership during the service experience has grown to 35% in 2019, up from 18% in 2016. This is largely because of faster turnaround times, with 64% of customers who waited at the dealership receiving their vehicle within three hours.
    • Customers prefer options that provide convenience and time-saving: Satisfaction is higher among customers who are offered pickup and drop-off service than among those who were not (779 vs. 742, respectively). At the same time, satisfaction is higher among customers who were offered express service than among those were not (777 vs. 742, respectively).

    Study Rankings

    TVS ranks highest in customer satisfaction for the fourth consecutive year, with a score of 803, performing particularly well in all five factors. Honda and Yamaha rank second in tie with a score of 751.

    The JD Power 2019 India 2WCSI Study is based on evaluations from 6,153 two-wheeler owners in 45 cities across India. These owners purchased a new two-wheeler between November 2016 and March 2018 and had a service experience within three months of evaluation. The study was fielded from November 2018 to March 2019.

    The study, now in its fourth year, measures customer satisfaction with the after-sales service experience at OEM-authorized service centers during the first 12-24 months of ownership. The study examines overall satisfaction in five factors (listed in order of importance): service quality (22%); vehicle delivery (21%); service facility (20%); service advisor (20%); and service initiation (18%).

    The study also includes the Net Promoter Score® (NPS),[1] which measures new vehicle owners’ likelihood to recommend their vehicle brand on a 0-10 point-scale.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

    Media Relations Contacts

    Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

    Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

    [1] Net Promoter,® Net Promoter System,® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

     

  • JD Power – F A D A 2019 India Dealer Satisfaction with Automotive Manufacturers Index (DSWAMI) Study

    Poor Financial Performance Expected by Automotive Dealer Fraternity in India, JD Power – F A D A Finds

    2019-05-31

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    SINGAPORE: 31 May 2019 — More than one-fifth (21%) of dealers across the three automotive segments―passenger vehicle, two-wheeler and commercial vehicle―expect their financial performance to be poorer in the recently concluded financial year compared with the previous year, according to the JD Power – F A D A 2019 India Dealer Satisfaction with Automotive Manufacturers Index (DSWAMI) Study,SM released today.

    The study conducted by JD Power, in partnership with the Federation of Automobile Dealers Associations (F A D A) India, finds that among those who expect a poorer performance this year, 71% say that they did not achieve their revenue target for the year. Furthermore, more dealers this year indicate their revenue will be below target (36% this year vs. 33% last year).

    “The automotive industry, especially the passenger vehicle and two-wheeler segments, are facing serious headwinds due to several external challenges on the revenue side,” said Kaustav Roy, Director and Country Head, India at JD Power. “Additionally, an increase in the cost of doing business have also affected the dealers’ outlook and financial performance. Strategic use of the various business levers, with a strong focus on customer retention, hold the key to long-term sustainability.”

    “Dealership business is facing its toughest challenges in recent times and the entire business model needs an overhaul to keep up with the changing dynamics of our trade. This is the first joint survey between JD Power and F A D A and we have received a high number of responses from our members. We are hopeful that the findings of the survey will act as a beacon for the entire automotive ecosystem, leading towards a healthier business environment for the Industry, especially for the automotive dealer fraternity at large,” said Ashish Harsharaj Kale, F A D A President.

    Following are additional key findings of the 2019 study:

    • Digitalisation will lead the way: Online purchase of vehicles is seen as an important future trend by almost one-third (31%) of all dealers across the three segments. In addition, 43% of dealers believe that investment in digitilisation is likely to bring about a reduction in manpower costs for their business.
       
    • Dealers want more collaboration: One-in-ten (10%) dealers feel that it is not easy to do business with their original equipment manufacturer (OEM). These dealers have satisfaction scores that are, on average, 247 points (on a 1000-point scale) lower than those who find it easy to do business with their OEMs.
       
    • Satisfaction drives loyalty and advocacy: On average, 85% of dealers believe that they “definitely will” continue to work with their automaker for the next two years. Among dealers in the top quartile of satisfaction, 97% expect to be working with the same automaker until at least 2021. In contrast, among dealers who rate their experience with the automaker in the bottom quartile of satisfaction, only 66% expect to be working with the same automaker for the next two years. 

    Study Rankings

    Hyundai ranks highest in the passenger vehicle segment, with a score of 937. Maruti Suzuki (918) ranks second.

    TVS ranks highest in the two-wheeler segment, with a score of 800, and Hero (799) ranks second.

    In commercial vehicle segment, Tata ranks highest with a score of 773, followed by Eicher (760).

    Now in its ninth year, the India DSWAMI Study measures dealer satisfaction with vehicle manufacturers or importers in India and identifies dealer attitudes regarding the automotive retail business. Overall dealer satisfaction is determined by examining nine factors (in order of importance): marketing and sales activities; support from the manufacturer; product; training; sales team; vehicle ordering and delivery; after-sales team; parts and warranty claims.

    The 2019 study is based on responses from 2,448 dealer principals or dealership general managers located in more than 200 cities throughout India. The study was conducted in partnership with the Federation of Automobile Dealers Associations (F A D A) and was fielded from January through April 2019.

    Media Relations Contacts

    Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

    Geno Effler; JD Power; Costa Mesa, California, USA; 001‐714-621-6224; [email protected]

    About JD Power in the Asia Pacific Region

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

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

    About the Federation of Automobile Dealers Associations (F A D A) India

    Founded in 1964, Federation of Automobile Dealers Associations (F A D A), is the apex national body of automobile retail industry engaged in the sale, service and spares of 2/3 Wheelers, Passenger Cars, UVs, Commercial Vehicles (including buses and trucks) and Tractors. F A D A represents over 15,000 automobile dealers having 25,000 dealerships including 30 Associations of Automobile Dealers at the Regional, State and City levels accounting for 90% of market share in India. To find out more about FADA, please visit: www.fada.in.

     

  • 2019 India Original Equipment Tyre Customer Satisfaction Index (TCSI) Study

    Customers Expect More Mileage from Their Original Tyres, JD Power Finds 

    2019-05-22

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    SINGAPORE: 22 May 2019— While tyre design, climate, road conditions and driver habits influence the lifespan of a vehicle’s tyres, customers in India expect their original tyres to run for about 50,000 kilometres before having to replace them, according to the JD Power 2019 India Original Equipment Tyre Customer Satisfaction Index (TCSI) StudySM, released today.

    The study finds, however, that customers who replaced their original tyres have done so at approximately 26,000 kilometres mark, almost half the expected mileage. Small car owners replaced their original tyres at 23,919 kilometers, on average, while utility vehicle owners did so at 30,910 kilometres.

    “Road and traffic conditions in India impact the durability and wear and tear of a vehicle’s tyres to a large extent,” says Kaustav Roy, Director and Country Head, India at JD Power. “However, regular maintenance can help extend their lifespan. Tyre manufacturers should look into enhancing customer awareness by sharing best practices to elongate tyre life, such as maintaining optimum tyre pressure, driving sensibly and conducting regular servicing.”

    Following are some key findings of the 2019 study:

    • Tyre satisfaction decreases with use: Overall satisfaction with Original Equipment (OE) Tyres is 827 (on a 1,000-point scale). Satisfaction is highest among customers whose tyres had travelled 15,000 kilometres or less (835), while those whose tyres travelled at least 30,000 kilometres have a satisfaction score of 824.
    • Increased usage leads to more problems: As vehicle mileage increases, customers say they’re experiencing more problems with their original tyres. At 30,000 kilometres or more, 27% of customers report having had at least one tyre problem as compared to 22% of customers whose mileage is at 15,000 kilometres or less.
    • Satisfaction drives loyalty and advocacy: Among vehicle owners who are highly satisfied with their original tyres (947 and above), 92% “definitely will” recommend their tyre brand and 86% “definitely will” repurchase the same tyre brand. In contrast, among customers who are less satisfied (740 and below), 21% say they “definitely will” recommend their brand and 20% say they “definitely will” repurchase. 

    Study Rankings

    Goodyear ranks highest in the small car segment, with a score of 856. Bridgestone (851) ranks second.

    Bridgestone ranks highest in the midsize car segment, with a score of 861, and Goodyear (831) ranks second.

    In the utility vehicle segment, Bridgestone ranks highest with a score of 836, followed by Goodyear (824).

    The 2019 India Original Equipment Tyre Customer Satisfaction Index (TCSI) Study is based on 3,598 responses from new-vehicle owners who purchased their vehicle between March 2015 and August 2017. The study was fielded from March through August 2018.

    The study, now in its 19th year, measures satisfaction among original equipment tyre owners during the first 12 to 36 months of ownership across four factors (listed in order of importance): wear; ride; traction/handling; and appearance.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

    Media Relations Contacts

    Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

    Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

     

  • 2019 India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) Study

    Upper Executive and Premium Motorcycle Owners Become More Sensitive to Fuel Economy, JD Power Finds

    2019-05-07

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    SINGAPORE: 7 May 2019 — An increase in petrol prices has resulted in owners of upper executive and premium motorcycles placing more importance on fuel economy when determining their product satisfaction, according to the JD Power 2019 India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) StudySM released today.

    Amongst the factors that the study measures, upper executive motorcycle owners singled out fuel economy as the factor with the highest relative importance. The emphasis on fuel economy cited by this group of owners is highest amongst all two-wheeler segments. Additionally, the relative importance assigned to this factor by premium motorcycle owners has increased to a level similar to those for other two-wheeler segments.

    The study also finds that the greater emphasis on fuel economy is largely due to an increase in fuel prices. While owners of upper executive and premium motorcycles this year obtain similar fuel mileage as the previous year, they report an 18% increase in monthly expenditure on fuel.

    “While fuel economy has always been an important driver of satisfaction for two-wheeler owners in India, motorcycle owners in the upper executive and premium segments have, in the past, typically attached relatively lower importance to it,” said Rajat Agarwal, Two-Wheeler Industry Expert at JD Power. “However, with increasing expenditures on fuel, there is a heightened sensitivity to fuel mileage amongst owners in these segments, resulting in the change in drivers of product satisfaction.”

    Following are some of the key findings of the study:

    • Fuel economy underperforms especially amongst scooter owners: While fuel economy is the lowest-performing factor across all two-wheeler segments, satisfaction scores among owners in the two scooter segments (executive and upper executive) are the lowest in the two-wheeler segments.
    • Initial quality has a strong influence: Satisfaction amongst owners who have not experienced any initial quality problems with their two-wheeler during ownership is 36 points higher than amongst those who have experienced a problem (786 vs. 750, respectively, on a 1,000-point scale).
    • Explanation of features and benefits improve APEAL score: Overall satisfaction amongst owners who received an explanation about vehicle features and benefits during the delivery process (88%) averages 41 points higher than amongst those who did not receive the same (773 vs. 732, respectively).
    • Strong correlation between APEAL score and loyalty and advocacy intentions: Among highly satisfied owners (APEAL score of 872 or higher), 75% say they “definitely will” recommend their purchased model and 56% “definitely will” repurchase the same make. In contrast, among highly dissatisfied owners (APEAL score of 695 or lower), just 39% say they “definitely will” recommend their vehicle model and 25% “definitely will” repurchase the same brand.

    Study Rankings

    Award recipient segments include scooters (executive and upper executive) and motorcycles (economy, executive, upper executive and premium).

    • Honda Activa I ranks highest in the executive scooter segment with a score of 806 index points.
    • Honda Grazia ranks highest in the upper executive scooter segment with 778 index points.
    • TVS Victor ranks highest in the economy motorcycle segment with 789 index points.
    • Honda CB 125 Shine SP ranks highest in the executive motorcycle segment with 779 index points.
    • Yamaha FZ/ FZS ranks highest in the upper executive motorcycle segment with 820 index points.
    • Yamaha YZF R15 ranks highest in the premium motorcycle segment with 812 index points.

    The 2019 India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) Study is based on evaluations from 8,826 owners who purchased a new two-wheeler vehicle between March 2018 and October 2018. The study includes 85 two-wheeler models from nine makes. The study was fielded from September 2018 to December 2018 in 45 cities across India.

    The study is a key industry benchmark that measures how gratifying a new two-wheeler is to own and ride during the first two to six months of ownership. The study examines 34 attributes across six performance categories (in alphabetical order): control switches/ locks; engine and transmission; fuel economy; looks and styling; ride and handling; and seats.

    The study now also includes the Net Promoter Score® (NPS),[1] which measures new vehicle owners’ likelihood to recommend their vehicle brand on a 0-10 point scale.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

    Media Relations Contacts

    Shahilia Bhagat; JD Power; Singapore; 65-3165-0120;  [email protected]

    Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

    [1] Net Promoter,® Net Promoter System,® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

     

  • 2019 India Two-Wheeler Initial Quality Study

    Increase in Quality Problems with More Kilometers Driven during Initial Ownership Period, JD Power Finds

     

    2019-04-08

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    SINGAPORE: 8 Apr. 2019 — Instances of initial quality problems are 40% higher (an increase of 45 problems per 100 vehicles, or PP100) among owners who reported having travelled more than 3,500 kilometers on their newly purchased two-wheeler compared to owners who travelled 3,500 kilometers or less, according to the JD Power 2019 India Two-Wheeler Initial Quality Study,SM (2WIQS) released today.

    The study finds that manufacturing/supplier quality-related problems are higher by 30 PP100 among owners who reported having travelled more than 3,500 kilometers as compared to owners who travelled less than 3,500 kilometers. Whereas this difference is less (13 PP100) when it comes to design-related problems. A lower PP100 score reflects better quality performance.  

    “Deteriorating product quality can detract from customer satisfaction and confidence in the two-wheeler model across the entire ownership period,” said Rajat Agarwal, Two-Wheeler Industry Expert at JD Power. “As the industry will soon be going through a paradigm shift in technology in order to meet the BS-VI emission norms as set by the Government, OEMs can also focus on addressing concerns around sustained product quality to gain from improved word-of-mouth recommendations.”

    Following are some of the key findings of the 2019 study:

    • Design quality improvement lags manufacturing quality: While problems related to manufacturing quality have declined by 29 PP100 between 2015 and 2019, problems related to two-wheeler design have only declined by 12 PP100 in the same period.
       
    • Younger two-wheeler buyers experience more initial quality problems: Almostone-third (32%) of recent two-wheeler buyers are 25 years of age or younger. These buyers cite a higher number of problems than those in the mature age group of 31 years of age or older (132 PP100 vs. 125 PP100, respectively). The difference is largely influenced by problems experienced in the brake category.
       
    • Increasing internet usage elevates instances of shopping around before final purchase: Internet usage as a pre-shopping tool has increased to 20% in 2019 from 16% in 2018. Cross-shopping rates among buyers who used the internet as a pre-shopping tool were more than two times higher than among those who did not (31% vs. 13%, respectively).
       
    • Overall two-wheeler quality influences advocacy: Owners who experience fewer problems than expected are more than two times more likely to recommend their two-wheeler model to family and friends, compared with those owners who experience more problems than expected (63% vs. 25%, respectively)

    Study Rankings

    Award recipient segments include scooters (executive and upper executive) and motorcycles (economy, executive, upper executive and premium).

    • Honda Activa I ranks highest in the executive scooter segment with 86 PP100.
    • Suzuki Access 125 ranks highest in the upper executive scooter segment with 94 PP100.
    • Hero HF Deluxe/ Eco/ i3S ranks highest in the economy motorcycle segment with 104 PP100.
    • Honda CB Shine ranks highest in the executive motorcycle segment with 115 PP100.
    • Yamaha FZ/ FZS ranks highest in the upper executive motorcycle segment with 108 PP100.
    • Yamaha YZF R15 ranks highest in the premium motorcycle segment with 86 PP100.

    The 2019 India Two-Wheeler Initial Quality Study (2WIQS) is based on evaluations from 8,905 owners who purchased a new two-wheeler vehicle between March 2018 and October 2018. The study includes 85 two-wheeler models from nine makes. The study was fielded from September 2018 to December 2018 in 45 cities across India.

    The study measures problems owners experienced with their new two-wheeler during the first two to six months of ownership. It examines 147 problem symptoms in seven categories (listed in order of frequency of reported problems): engine; brakes; fit and finish; lights/ electricals; ride and handling; transmission; and gauges and controls.

    The study now also includes the Net Promoter Score® (NPS),[1] which measures new vehicle owners’ likelihood to recommend their vehicle brand on a 0-10 point-scale.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

    Media Relations Contacts

    Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

    Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

    [1] Net Promoter,® Net Promoter System,® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

     

  • 2018 India Automotive Performance, Execution and Layout (APEAL) Study

    Feeling Safe When Driving Grows in Appeal Among New Vehicle Owners in India, JD Power Finds

    2019-02-27

    jdp-root

    SINGAPORE: 27 FEBRUARY — Feeling safe while driving increases a vehicle’s appeal considerably among new owners in India, placing high importance on the aspects that affect their safety while driving, according to the JD Power 2018 India Automotive Performance, Execution and Layout (APEAL) Study,SM released today.

    The study finds that key elements of a vehicle’s systems that contribute to vehicle safety, such as feeling safe while driving, brake responsiveness, front and rear visibility and visibility while changing lanes, contribute to a combined importance of 9% towards the overall satisfaction an owner feels with their vehicle. At an overall level, safety-related aspects are the second-highest contributor to satisfaction, after fuel efficiency-related elements. 

    “The study finds that a well-designed vehicle with all-round visibility are cited as the top two most appealing parameters for new vehicle owners,” said Kaustav Roy, Director and Country Head – India at JD Power. “With the enhanced focus on safety and crash precautionary features soon to be introduced in the market, manufacturers who align their vehicle design with this new trend and ensure that their customers feel as safe as possible when driving their vehicle are more likely to appeal to customers and increase overall satisfaction.”

    Following are some key findings of the 2018 study:

    • Fuel economy underperforms across all segments: Although fuel economy is the most weighted parameter of the study, in terms of a vehicle’s fuel economy and the driving range between each refueling, there is a mismatch between the expected fuel economy (19.5 Km/Liter) and actual fuel economy (16.2 Km/Liter) which contributes to a lower APEAL score.
       
    • HVAC-effectiveness and quietness of operation appeal to new car owners: The ability of the heating, ventilation and air conditioning (HVAC) system to quickly cool down, along with the quietness of the system’s operation are cited as the most appealing factors for new vehicle owners.
       
    • Storage and space design on the right track: Two-fifths of owners tend to use their front cup holders frequently. These customers rate the usefulness of both central control storage and cup holders high, indicating that the current design of these spaces meet their daily requirements.
       
    • Strong correlation between APEAL score and recommendation and repurchase intentions of vehicle owner: Among owners of vehicles with average or above average APEAL scores (850 or higher, on a 1,000-point scale), 87% say they “definitely will” recommend their purchased model and 77% “definitely will” repurchase the same make. In contrast, among owners of vehicles with below-average APEAL scores (791 or lower), 52% say they “definitely will” recommend their vehicle model and 44% “definitely will” repurchase the same brand.

    Study Rankings

    • Hyundai Eon ranks highest in the entry compact segment with a score of 859.
    • Maruti Suzuki Alto K10 ranks highest in the compact segment with a score of 848.
    • Hyundai Elite i20/ Active ranks highest in the premium compact segment with a score of 868.
    • Hyundai Xcent ranks highest in the entry midsize segment with a score of 865.
    • Hyundai Verna ranks highest in the midsize segment with a score of 881.
    • Mahindra Bolero ranks highest in the MUV/ MPV segment with a score of 867.
    • Honda WR-V ranks highest in the compact SUV segment with a score of 855.
    • Mahindra XUV 500 ranks highest in the SUV segment with a score of 875.

    The 2018 India Automotive Performance, Execution and Layout (APEAL) Study is based on responses from 7,572 new-vehicle owners who purchased their vehicle from December 2017 through October 2018. The study includes 75 models from 13 makes.

    The study measures what factors satisfy owners in India regarding their new vehicle’s performance and design during the first two to six months of ownership. The study examines 79 attributes in 10 vehicle categories: exterior; interior; storage and space; audio/ communication/entertainment/navigation; seats; heating, ventilation and air conditioning; driving dynamics; engine/transmission; visibility and driving safety; and fuel economy.

    The study now also includes the Net Promoter Score® (NPS),[1] which measures new vehicle owners’ likelihood to recommend their vehicle brand on a 0-10 point-scale.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

    Media Relations Contacts

    Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

    Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

    [1] Net Promoter,® Net Promoter System,® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

     

  • 2018 India Initial Quality Study

    Increasing Usage of Vehicle Brings More Vehicle Exterior and Driving Experience Problems, JD Power Finds

    2019-01-31

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    SINGAPORE: 31 Jan. 2019 — With extended use of vehicles, new car owners are increasingly facing problems related to the exterior and driving experience of their vehicle, according to the JD Power 2018 India Initial Quality StudySM (IQS), released today.

    The study finds that car owners who have driven their vehicle for 7,000 kilometers or more in their initial 2-6 months of ownership experience more problems with vehicle exterior and driving experience, compared to those who have driven fewer than 2,000 kilometers (18 PP100 and 19 PP100 vs. 12 PP100 and 10 PP100, respectively). All problems are summarized as the number of problems per 100 vehicles (PP100), with lower PP100 scores indicating a lower incidence of problems, therefore, higher initial quality.

    Overall initial quality averages 81 PP100 in 2018, of which 24% of the reported problems are attributed to the engine/ transmission category and 17% each attributed to both the vehicle exterior and driving experience categories.

    “With customers spending more time in their vehicles, the overall driving experience and vehicle exterior elements have become even more crucial to the quality of their ride,” said Kaustav Roy, Director and Country Head, India at JD Power. “Customers’ expectations will continue to rise as they become more discerning car owners. Manufacturers may therefore need to fine-tune their focus to meet these increasing expectations.”

    Following are some of the key findings of the 2018 study:

    • Diesel models surpass petrol models in overall initial quality: Owners of diesel-fueled models report fewer initial quality problems compared to owners of petrol-fueled models (77 PP100 vs. 82 PP100, respectively).
       
    • Smaller capacity engines and their transmission systems record higher PP100: Models with a smaller engine displacement (up to 1200 cc) have a higher problem incidence than those models with a greater engine displacement (86 PP100 vs. 75 PP100, respectively).
       
    • Problems experienced with audio, entertainment and navigation: While the overall incidence of problems in this category is low, customers are experiencing problems related to the ease of Bluetooth® mobile phone pairing, the usability of audio and navigation controls and the navigation systems’ performance.

    Study Rankings

    Maruti Suzuki Alto 800 (77 PP100) ranks highest in the Entry Compact Segment. In the Compact segment, Maruti Suzuki Wagon R ranks highest (72 PP100). Volkswagen Polo (64 PP100) ranks highest in the Premium Compact segment, and Maruti Suzuki Dzire (68 PP100) rank highest in the Entry Midsize segment.

    Hyundai Verna (72 PP100) ranks highest in the Midsize segment. Honda WR-V ties with Maruti Suzuki Brezza (72 PP100 each) for the highest rank in the Compact SUV segment while Maruti Suzuki S-Cross (55 PP100) ranks highest in the SUV segment.

    Toyota Innova Crysta ties with Mahindra Bolero for the highest rank  in the MUV/MPV segment with 64 PP100.

    The 2018 India Initial Quality Study (IQS) is based on responses from 7,710 new-vehicle owners who purchased their vehicle from December 2017 through October 2018. The study includes 75 models from 13 makes.

    The study measures problems experienced by new-vehicle owners during the first two to six months of ownership and examines more than 200 problem symptoms in eight problem categories (listed in order of frequency of reported problems): engine/ transmission; heating, ventilation and cooling (HVAC); driving experience; vehicle exterior; features, controls and displays; vehicle interior; audio, entertainment and navigation (AEN); and seats. Due to a study construct change, the reported data is not comparable with 2017 results.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

    Media Relations Contacts

    Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

    Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

     

  • 2018 India Initial Quality Study

    Increasing Usage of Vehicle Brings More Vehicle Exterior and Driving Experience Problems, JD Power Finds

     

    2019-01-30

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    SINGAPORE: 31 Jan. 2019 [updated 8 Apr. 2019] — With extended use of vehicles, new car owners are increasingly facing problems related to the exterior and driving experience of their vehicle, according to the JD Power 2018 India Initial Quality StudySM (IQS), released today.

    The study finds that car owners who have driven their vehicle for 7,000 kilometers or more in their initial 2-6 months of ownership experience more problems with vehicle exterior and driving experience, compared to those who have driven fewer than 2,000 kilometers (18 PP100 and 19 PP100 vs. 12 PP100 and 10 PP100, respectively). All problems are summarized as the number of problems per 100 vehicles (PP100), with lower PP100 scores indicating a lower incidence of problems, therefore, higher initial quality. 

    Overall initial quality averages 81 PP100 in 2018, of which 24% of the reported problems are attributed to the engine/ transmission category and 17% each attributed to both the vehicle exterior and driving experience categories. 

    “With customers spending more time in their vehicles, the overall driving experience and vehicle exterior elements have become even more crucial to the quality of their ride,” said Kaustav Roy, Director and Country Head, India at JD Power. “Customers’ expectations will continue to rise as they become more discerning car owners. Manufacturers may therefore need to fine-tune their focus to meet these increasing expectations.” 

    Following are some key findings of the 2018 study: 

    • Diesel models surpass petrol models in overall initial quality: Owners of diesel-fueled models report fewer initial quality problems compared to owners of petrol-fueled models (77 PP100 vs. 82 PP100, respectively).
    • Smaller capacity engines and their transmission systems record higher PP100: Models with a smaller engine displacement (up to 1200 cc) have a higher problem incidence than those models with a greater engine displacement (86 PP100 vs. 75 PP100, respectively). 
    • Problems experienced with audio, entertainment and navigation: While the overall incidence of problems in this category is low, customers are experiencing problems related to the ease of Bluetooth® mobile phone pairing, the usability of audio and navigation controls and the navigation systems’ performance. 

    Study Rankings

    Maruti Suzuki Alto 800 (76 PP100) ranks highest in the Entry Compact Segment. In the Compact segment, Maruti Suzuki Wagon R ranks highest (72 PP100). Volkswagen Polo (64 PP100) ranks highest in the Premium Compact segment. 

    Maruti Suzuki Dzire (68 PP100) ranks highest in the Entry Midsize segment. Honda City (70 PP100) ranks highest in the Midsize segment.

    Honda WR-V (72 PP100) ranks highest in the Compact SUV segment while Maruti Suzuki S-Cross (55 PP100) ranks highest in the SUV segment. 

    Toyota Innova Crysta ties with Mahindra Bolero for the highest rank in the MUV/ MPV segment with 64 PP100. 

    The 2018 India Initial Quality Study (IQS) is based on responses from 7,710 new-vehicle owners who purchased their vehicle from December 2017 through October 2018. The study includes 75 models from 13 makes.

    The study measures problems experienced by new-vehicle owners during the first two to six months of ownership and examines more than 200 problem symptoms in eight problem categories (listed in order of frequency of reported problems): engine/ transmission; heating, ventilation and cooling (HVAC); driving experience; vehicle exterior; features, controls and displays; vehicle interior; audio, entertainment and navigation (AEN); and seats. Due to a study construct change, the reported data is not comparable with 2017 results. 

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe. 

    Media Relations Contacts

    Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

    Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected] 

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

     

  • 2018 India Customer Service Index (Luxury) Study

    Luxury Vehicle Owners Demonstrate Stronger Preference for Digital Touch Points, JD Power Finds

    2018-12-12

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    SINGAPORE: 13 Dec. 2018 — Compared to owners of mass market cars, luxury car owners in India prefer non-intrusive and digital methods when scheduling future appointments, making payments and when receiving post-service follow-up from dealers, according to the JD Power 2018 India Customer Service Index (Luxury) Study,SM released today.

    The study finds that while the majority of car owners say they will continue to schedule an appointment for their future service visits over the phone, 16% would prefer to schedule their appointments via the manufacturer’s website or app. Luxury car owners also have a preference for being kept informed of their vehicle’s service progress via digital methods, with 61% indicating a desire to receive updates via email/text message or via a mobile app. 

    “While personal interaction is still the most common way for customers to communicate with their service dealer, premium automotive manufacturers need to incorporate more digital methods that are transparent and time-efficient in order to engage with customers,” said Kaustav Roy, Regional Director Automotive Practice at JD Power. “With more younger buyers considering luxury models, the rules of doing business are rapidly changing. Luxury car manufacturers will have to continue to extend the focus on the brand-customer relationship and stay ahead of the curve by leading in areas of digital convenience.”

    Following are key findings of the study: 

    • Home/office delivery after service improves satisfaction: Overall satisfaction among luxury car owners whose vehicle was delivered to their home/office after service is 40 points (on a 1,000-point scale) higher than among those who had to come back to the dealer to pick up their vehicle (916 vs. 876, respectively). 
       
    • Website/app issues deter customers from scheduling online: Most luxury car owners do not schedule their service via the internet. Among these owners, 53% say that the website/app is difficult to use/does not provide enough information and 36% say they didn’t schedule their service online because they needed the service to be carried out as quickly as possible, among other reasons. 
       
    • Same-day service expected, preferably within three hours: The study finds that nearly three-fourths (74%) of luxury vehicle owners had their vehicles serviced within the same day. Overall satisfaction among customers whose vehicle is ready in three or fewer hours is higher than among those whose service takes more than three hours (910 vs. 868, respectively). 
       
    • Satisfaction with dealer service drives customer loyalty: Among vehicle owners who are highly satisfied with their dealer service (overall satisfaction scores of 966 or higher), 89% say they “definitely will” revisit their service dealer for post-warranty service, compared with only 33% of highly dissatisfied customers (819 and lower) who say the same.

    Study Rankings

    Mercedes-Benz ranks highest in after-sales service satisfaction, with a score of 903. BMW ranks second with a score of 884.

    The 2018 India Customer Service Index (Luxury) Study is based on responses from 301 new-vehicle owners in the luxury segment who purchased their vehicle between March 2015 and August 2017. The study was fielded from March through August 2018.

    Now in its sixth year, the study measures new-vehicle owner satisfaction in the luxury segment with the after-sales service process by examining dealership performance in five factors (listed in order of importance): service quality (30%); service initiation (18%); service facility (18%); service advisor (17%); and vehicle pick-up (17%). 

    Media Relations Contacts

    Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

    Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

    About JD Power in the Asia Pacific Region 

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

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

     

  • 2018 India Sales Satisfaction Index (Luxury) Study

    Luxury Car Buyers Strongly Engaged throughout Purchase Process, JD Power Finds

    2018-12-05

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    SINGAPORE: 6 Dec. 2018 — Luxury car buyers in India are deeply involved in the pre-purchase shopping process, according to the JD Power 2018 India Sales Satisfaction Index (Luxury) Study,SM released today. The proactiveness of these buyers to be better informed requires dealership staff to be more prepared in interacting with these customers.

    More than one-fourth (28%) of luxury car buyers shopped around for other models before making a purchase decision, with 65% of them using the internet as one of their key information sources. Furthermore, 49% of luxury car buyers contacted the dealer directly prior to their first physical visit of the dealership and 52% of these buyers compared prices of the same model across multiple dealerships.

    “Strengthened engagement during the shopping process from luxury car buyers brings with it the need to transform the role of the traditional sales consultant from being solely transactional to one of being advisory,” said Kaustav Roy, Regional Director Automotive Practice at JD Power. “Dealerships that are able to drive this change among their teams will likely be able to create a more engaging experience, thereby influencing word-of-mouth recommendations and brand loyalty.”

    Following are key findings of the study:

    • Luxury car buyers rely on recommendations from friends/ relatives for purchase decision: Nearly two-thirds (61%) of buyers rely on friends and family as their primary source of information while deciding on the vehicle brand or model to purchase.
    • High usage of digital devices: The majority (83%) of buyers indicate that their sales consultant used a digital device. Tablets are the most commonly used device (66%), with overall satisfaction highest among buyers whose consultant used a tablet during their sales’ experience (910 on a 1,000-point scale).
    • Problems with clear communication of pricing and paperwork: With more than one-fourth of customers experiencing problems across specific issues, such as clarity on pricing, paperwork and additional item purchases—dealerships need to train their staff to provide clear and correct information regarding such topics.
    • Advocacy and loyalty improve with sales satisfaction: Among highly satisfied customers (overall sales satisfaction scores of 976 and higher), 97% say they “definitely will” recommend their purchase dealer to family and friends, compared with only 62% of highly dissatisfied customers (score of 848 or lower).

    Study Rankings

    Mercedes-Benz ranks highest in sales satisfaction, with a score of 903. BMW ranks second with 900, while Audi ranks third with 888.

    The 2018 India Sales Satisfaction Index (Luxury) Study is based on responses from 250 new-vehicle owners who purchased their vehicle from September 2017 through August 2018. The study examines six factors that contribute to overall customer satisfaction with their new-vehicle purchase experience in the luxury market. In order of impact on overall sales satisfaction, those factors are dealership facility (22%); delivery process (21%); dealer sales consultant (20%); paperwork completion (17%); working out the deal (15%); and dealership website (4%).

    Media Relations Contacts

    Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

    Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected] 

    About JD Power in the Asia Pacific Region

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe. 

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