Category: India

Vehicle Fuel Economy and Acceleration Influence New-Vehicle Shopping Decisions, JD Power Finds

2018-10-31

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SINGAPORE: 1 Nov. 2018 — For the first time in more than a decade, concerns about vehicle fuel economy and acceleration have overtaken exterior and interior styling as the most influential reasons shoppers reject certain models, according to the JD Power 2018 India Escaped Shopper Study,^SM released today. 

Good fuel efficiency is the most influential reason when deciding which vehicle to purchase. This year, 13% of new-vehicle buyers cite this as the most influential purchase reason, closely followed by vehicle performance (12%) and latest technology features (10%). Although vehicle price continues to be the most cited reason for ultimately rejecting a model that was initially being considered, shoppers are increasingly rejecting models in favor of others due to better fuel economy, the desire for specific features or options and better acceleration, with 17% of shoppers rejecting for these reasons in 2018 compared with 10% in 2017.  

“Although fuel efficiency has always been top-of-mind for car owners in India, this has been heightened by recent increases in fuel prices and competition among vehicle manufacturers positioning fuel economy as a unique selling proposition,” said Shantanu Majumdar, Regional Director, Automotive Practice at JD Power. “While most newly launched vehicles score highly on styling, buyers in India are increasingly selecting or rejecting vehicles based on other attributes like performance, feature content, practicality of usage and vehicle warranty period. Manufacturers, therefore, need to ensure that they match product offerings to their customers’ purchase reasons.”    

Following are additional key findings of the study: 

• Fewer shoppers visiting dealerships: The decision to select or reject a model is increasingly occurring before visiting the dealership. This year, only 59% of shoppers visited the dealership, compared with 72% last year. Additionally, the proportion of shoppers who took a vehicle for a test drive has increased to 45% this year, compared with 38% in 2017. 

• Recommendations from friends and relatives and the internet key sources: A larger portion of new-vehicle buyers used the internet to search for vehicle information (54% in 2018 vs. 50% in 2017). Recommendations from friends and family continue to be a key source for information, with 66% of new-vehicle buyers relying on this source to decide which make and model to purchase. Younger buyers (29 years old or younger) rely on these two information sources the most compared with older buyers (30 years and older). 

• SUV models are most considered: This year, 1 in 4 new-vehicle buyers considered purchasing an SUV model, making it the most considered vehicle segment in India, surpassing the premium compact and compact segments. Customers who purchased an SUV cite vehicle performance, exterior styling, safety and good fuel economy as the most influential purchase reasons. New-vehicle buyers who decided not to purchase an SUV at a dealership did so primarily due to the higher price and desire for better fuel economy. 

The 2018 India Escaped Shopper Study, now in its 14^th year, is based on responses from more than 8,700 owners who purchased a new vehicle between September 2017 and May 2018. The study was fielded between March and August 2018.

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 has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at india.jdpower.com

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

 

Meeting Expectations of Younger Customers Crucial for Car Dealerships in India, JD Power Finds

2018-10-22

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SINGAPORE: 24 Oct. 2018 — Customers who are 30 years and younger expect a higher quality service experience when their vehicle is being serviced, according to the JD Power 2018 India Customer Service Index (Mass Market) Study,^SM released today. This is significant as the automotive industry in India is continuing to experience an influx of younger customers, with 28% of customers who visit dealerships for service aged 30 years or younger. 

The study finds that younger customers have higher expectations of the service processes executed at the dealerships than more mature customers. The key service process encompasses several aspects, such as the performance of a thorough multi-point inspection around the vehicle; listening back and repeating all customer requests; review and explanation of the work pre- and post-service; and regular vehicle status updates. Satisfaction with the entire service process is lower among these younger customers than among those who are older than 30 years (825 vs. 848, respectively, on a 1,000-point scale). 

“India’s population is expected to be among the youngest in the world by 2020,” said Kaustav Roy, Regional Director at JD Power. “This shift in demographics will likely further attract more customers in this age group to dealerships, so it is imperative to understand the needs of this set of customers in terms of convenience, speed and transparency. Dealers will then be in a better position to meet the expectations of this demographic by providing a superior service experience and, in turn, enhancing customer loyalty.” 

The study also finds that the propensity to go back or recommend the dealer for post-warranty service is lower among younger customers than among those who are older—45% of younger customers say they “definitely will” recommend their dealer and return for post-warranty service, compared with 55% of older customers who say the same. 

Following are additional key findings of the study: 

• Digitisation helps drive satisfaction: More than half (58%) of customers say that the service advisor used a tablet during the service initiation process. Satisfaction among these customers is higher than among those who did not experience the same (879 vs. 778, respectively). 

• Engagement drives revenue: Satisfaction is higher among customers who accept their service advisor’s recommendation for additional service work to be performed than among those who do not accept the recommendations (866 vs. 775, respectively). Furthermore, customers who accept additional work generate 12% more revenue than those who do not agree to the advisor’s recommendations. 

• More customers waiting at dealership during service: During the past five years, the proportion of customers waiting at the dealership during the entire service experience has grown to 31% in 2018 from 21% in 2014. This increase is a result of the faster service turnaround time, with 55% of customers who choose to wait at the dealership saying they received their vehicle back within three hours.

Study Rankings

Hyundai ranks highest in after-sales customer satisfaction, with a score of 912. Tata ranks second with a score of 874. 

The 2018 India Customer Service Index (Mass Market) Study is based on responses from 9,045 new-vehicle owners who purchased their vehicle between March 2015 and August 2017. The study was fielded from March through August 2018. 

Now in its 22nd year, the study measures new-vehicle owner satisfaction 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%). This study examines service satisfaction in the mass market segment. 

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 has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at india.jdpower.com

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

 

Tractor Owners’ Age Impacts Satisfaction and Brand Recommendation, JD Power Finds

2018-10-12

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SINGAPORE: 7 Aug. 2018 — Tractor performance satisfaction is 20 points lower (on a 1,000-point scale) among owners younger than 35 years of age, compared with those who are older than 35 years, according to the JD Power 2018 India Tractor Product Performance Index (PPI) Study,SM released today. Additionally, owners younger than 35 years of age are less likely to recommend their tractor brand to a colleague or friend than are their older counterparts. Nearly two-thirds (63%) of younger buyers say they “definitely would” recommend their tractor brand to friends and relatives, compared with 68% of older buyers who say the same.

Tractor owners’ overall satisfaction with product performance improves to 841 from 823 in 2017, illustrating a second consecutive year of improved satisfaction. The increase in satisfaction is observed in both the machine performance and quality and reliability indices.

“Younger cohorts in rural India are increasingly less influenced by word-of-mouth referrals in their new-product purchase decision and are evaluating products and services on several aspects before finalizing their purchase, while also displaying lower brand stickiness,” said Yukti Arora, Practice Lead at JD Power. “With a multitude of choices available, greater information accessibility and strong desire to explore different options, the younger generation of tractor buyers is relatively harder to please. Thus, the success of tractor manufacturers in attracting and retaining the attention of this new generation of buyers hinges on creating value that resonates with them. This set of progressively informed and demanding customers is exerting pressure on OEMs to exhibit unprecedented agility in delivering at a pace that matches their heightened and continually evolving expectations.”

The study also notes a high increase in cross-shopping rate among new tractor buyers over the last 4 years, with 21% customers stating they considered another tractor brand before buying their tractor in 2018, compared to only 14% in 2015. “Just being there is no longer enough to succeed in this market. To navigate through a crowded field of enhanced product offerings and latest technologies, tractor manufacturers need to create distinct experiences that stand-out from the clutter. Thinking of innovative ways of forging long-lasting relationships with customers will help OEMs to harness the opportunity that the sector presents today” said Arora.  

The following are additional key findings of the study:

• Above 50 HP segment posts highest satisfaction: Owners of above 50 HP tractors report the highest satisfaction on both machine performance and quality and reliability at 871 and 862 respectively, compared with below 31HP (847 and 841 respectively), 31-40 HP (835 each) and 41-50 HP (845 and 841 respectively) segments.

• Tyres remain an issue: Excessive or uneven tire wear continues to be the most frequently reported problem for the fourth consecutive year; it is also cited as the most bothersome problem by tractor owners.

• Loyalty is up: Overall loyalty and advocacy rates have gone up in 2018, with 58% of tractor owners saying they “definitely would” purchase the same tractor brand again, compared with 52% in 2017; 65% say they “definitely would” recommend their tractor brand, up from 56% last year. 

Study Rankings

Mahindra Swaraj ranks highest in the below 31 HP and 31-40 HP segments, scoring 864 and 843 points, respectively. Swaraj leads in all seven machine performance categories in the below 31 HP segment, and in six of the seven categories in the 31-40 HP segment. 

John Deere and Mahindra, in a tie, rank highest in the 41-50 HP segment with a score of 851 points. While the former performs particularly well in three of the seven machine performance categories, the latter leads in the remaining four categories.  

New Holland ranks highest in the above 50 HP segment with a score of 870 points.

The 2018 India Tractor Product Performance Index Study is based on responses from 3,835 tractor owners across 14 states. The study was fielded from January 2018 to May 2018 and includes owners who purchased a new tractor between January 2016 and May 2017 from an authorized dealership.

The study, now in its fourth year, examines satisfaction with tractor performance among owners of 12- to 24-month-old tractors. Overall product performance satisfaction is measured in two indices: machine performance and quality and reliability. In the machine performance index, the study captures tractor owners’ evaluations in seven categories (in order of importance): hydraulic and couplings; driveability; engine and transmission; overall styling and design; driving comfort; tractor structure; and tyres. The quality and reliability index covers owners’ experiences and ratings of actual and perceived quality issues. 

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com.

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/about-us/press-release-info

 

Tractor Tyre Problems Have Substantial Impact on Satisfaction, with Uneven Tyre Wear the Most Reported Problem, JD Power Finds

2018-10-05

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SINGAPORE: 8 Oct. 2018 — Problems with tyres significantly impact overall satisfaction with tractor performance, with uneven tyre wear cited as the most frequently reported problem, according to the inaugural JD Power 2018 India Tractor Tyre Satisfaction Index (TTSI) Study,^SM released today. Overall satisfaction with tractor tyres plunges by 114 points (on a 1,000-point scale) when owners experience any problems with the tyres, compared to when no tyre problems are experienced (738 vs. 852, respectively). 

The study also finds that the Tractor Product Performance Index (PPI) score decreases by 70 points when customers report problems with their tractor tyres compared to when no tyre problems are reported (782 vs. 852, respectively). Across all the types of tyre problems reported by tractor owners, repurchase and recommendation intent for the tyre brand are the lowest (18% and 22%, respectively) when owners report problems specifically with uneven tyre wear. 

“It is important for tractor OEMs and dealers to educate customers about the safe operation for appropriate jobs, load limits for tyres and a prudent selection of correctly matched implements to reduce the number of problems associated with tyres,” said Yukti Arora, Practice Lead, Agriculture and Heavy Equipment at JD Power. “This may not only help to bring down tyre replacement or retreading costs but may also improve the tractor’s fuel efficiency and enhance ride comfort. Additionally, informing customers about the correct tyre pressure for in-field and off-field work can augment tyre performance and reduce the incidence of premature tyre wear.”

The study also finds that satisfaction with tyres is higher when customers personally choose the original brand of tyres installed on their new tractors, compared to when customers are not involved in choosing the brand (840 vs. 831, respectively). More than one-third (38%) of tractor owners indicate that they chose the original brand of tyres for their new tractor. 

The following are additional key findings of the study: 

• Length of warranty period impacts satisfaction: Tyre satisfaction is highest (859) among customers who indicate having a warranty coverage of three years or longer. However, 42% of owners indicate receiving only one year of warranty. 

• Tyre satisfaction is highest in the above 50 HP segment: Satisfaction scores across all four factors are highest for tractors in the above 50 HP segment and lowest for those in the 31-40 HP segment, with a Tyre Index score that is 35 points higher in the former segment than in the latter segment. 

• Tyre performance varies across different land types: Satisfaction with tyres is highest when the tractor is used on flat or plain land surface and is lowest when a tractor is used on hilly/ sloped or terraced land type (836 vs. 810, respectively). The incidence of tyre problems is also highest when the tractor is used on hilly or sloped surfaces. 

Study Rankings

MRF ranks highest in satisfaction with a score of 848. Ceat (830) ranks second and Goodyear (828) ranks third among the five brands included in the study. 

The inaugural 2018 India Tractor Tyre Satisfaction Index Study is based on responses from 3,768 tractor owners across 14 states. The study was fielded from January 2018 to May 2018 and includes owners who purchased a new tractor between January 2016 and May 2017 from an authorized dealership. 

The study examines satisfaction with the tractor tyre performance among owners of 12- to 24-month-old tractors. Overall tyre satisfaction is measured across four factors (listed in order of importance): durability; ride quality; appearance; and traction and handling. Tractor owners’ overall satisfaction with their tractor tyres stands at 834 (on a 1,000-point scale). Among the four factors, satisfaction is highest in traction and handling (842) and lowest in durability (825). 

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 has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at india-oceania.jdpower.com. 

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

 

With Abundance of Digital Research, Dealers Welcome New Type of Customer at Vehicle Showrooms, JD Power Finds

2018-09-25

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SINGAPORE: 26 Sept. 2018 — As the abundance of digital research builds, a new type of customer is being introduced to car showrooms in India, according to the JD Power 2018 India Sales Satisfaction Index (Mass Market) Study^SM released today. The study finds that 54% of new-vehicle buyers have used the internet as a pre-shopping tool this year, nearly double from 2013. 

Buyers who used the internet as a pre-shopping tool for their vehicle exhibit different shopping characteristics than those who did not. Prior to purchasing a vehicle, the former group is less reliant on feedback from friends and relatives than those who do not use the internet (59% vs. 74%, respectively). When researching a new vehicle, buyers who used the internet tended to shop around more, with 33% of them having visited other dealerships of the same brand compared to those who did not use the internet (15%). During the purchasing process, 93% of buyers who used the internet negotiated the price of the vehicle and 83% took a test drive while at the showroom—this demonstrates the need to ensure an engaging transactional experience in the showrooms. 

“Digital channels enable customers to receive vast amounts of information before their vehicle purchase,” said Kaustav Roy, Regional Director at JD Power. “They are likely to be far more analytical and demanding not only during the transaction process of the vehicle, but also of the overall experience. It is imperative for brands and dealers to understand the requirements of these buyers and bridge the online and offline purchase journeys for an effective and engaging shopping experience.” 

Following are key findings of the study: 

• Majority of female buyers research vehicle online: In this year’s study, 13% of all car buyers are women.  The majority (74%) of women buyers turn to online sources for pre-purchase research. A larger proportion (88%) of them is also choosing to test drive, compared with male buyers (79%). Half of all women buyers request an explanation of key vehicle systems such as audio/ entertainment, safety and maintenance from their dealer after vehicle delivery. 

• Utilisation of digital device increases satisfaction: 66% of buyers indicate that their sales consultant used a digital device (eg., tablet, smartphone) to facilitate the explanation of the vehicle’s features. Overall satisfaction among these buyers is 847 points (on a 1,000-point scale), compared with 831 points among those who did not experience the utilisation of digital devices. 

• Enhanced advocacy and loyalty: Sales processes in dealerships have improved since 2016, resulting in an increase in the percentage of buyers who say they “definitely would” recommend their dealer to family and friends (52% in 2016 to 78% to 2018.) 

Study Rankings

Mahindra ranks highest in sales satisfaction, with a score of 883. Hyundai ranks second with 876, while Jeep ranks third with 871. 

The 2018 India Sales Satisfaction Index (Mass Market) Study is based on responses from 8,707 new-vehicle owners who purchased their vehicle from September 2017 through May 2018. 

Now in its 19th year, the study examines six factors that contribute to overall customer satisfaction with their new-vehicle purchase experience in the mass market segment. In order of impact on overall sales satisfaction, those factors are dealership facility (22%); delivery process (21%); dealer sales consultant (21%); paperwork completion (17%); working out the deal (15%); and dealership website (3%). 

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 has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at india-oceania.jdpower.com. 

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

 

Offering Tractor Repair and Maintenance Service at Owner Premises Increases Customer Satisfaction, JD Power Finds

2018-08-29

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SINGAPORE: 30 Aug. 2018 — Customer satisfaction with tractor after-sales service is higher (up 28 points on a 1,000-point scale) when owners choose to have their tractor serviced at their own premises, compared to when they would have liked but are not offered this door-step service option by their dealer, according to the JD Power 2018 India Tractor Customer Service Index (CSI) Study,^SM released today. 

The study finds that 58% of tractor owners received offers from their dealer to service their tractor at the owner’s premises, with 41% of customers selecting this service. Additionally, more than one-third (34%) of customers opting for the door-step service had a better-than-expected overall service experience than those who would have liked but were not offered the service (20%). 

“In a rapidly transforming sector influenced by growing innovation, customer expectations of what defines an exceptional service experience keep changing,” said Yukti Arora, Practice Lead, Agriculture and Construction Equipment at JD Power. “Customers expect a convenient and personalized service from their dealer network, that is accessible to them through multiple channels. While the industry is making consistent efforts to improve the customer experience, current service offerings are often seen as inconsistent and disjointed. Manufacturers and dealers need to shift the focus from transactional sales and service practices to initiatives that meet their customers’ unique requirements in the most timely and cost-efficient way.” 

The study also finds that satisfaction with service increases when tractor owners receive proactive reminders from their dealers about routine maintenance appointments, compared to when customers have to visit the dealer for arranging their service or repair work (827 vs. 807, respectively). However, only 1 in 5 tractor owners were contacted by their dealer to arrange for their service/ repair visit. 

The following are additional key findings of the study: 

• Focus of after-sales services differs by region: Western states have the highest proportion of dealerships proactively contacting their customers for service. Southern states have the highest percentage of customers whose tractor was serviced at the customer’s premises during their most recent service. Northern states have the highest proportion of customers indicating that their tractor was returned to them cleaner after servicing. And Eastern states have the highest percentage of customers saying their service engineer was courteous and attentive to their requirements.   

• Wait time for parts impacts service satisfaction: Customer satisfaction is 73 points higher when the dealer supplies parts on the same day or immediately when ordered, compared to when dealers take three or more days (838 vs. 765, respectively). 

• Dealer loyalty is up: Overall dealer loyalty and advocacy rates increase in 2018, as 62% of tractor owners say they “definitely would” revisit their authorised dealer for maintenance or repair work, compared with 53% in 2017. Furthermore, 64% say they “definitely would” recommend their authorised dealer to a colleague or friend, compared with 54% last year.

Study Rankings

Mahindra ranks highest in satisfaction with the after-sales service experience with a score of 831, a 30-point improvement from 2017. Mahindra Swaraj (825) ranks second and John Deere (822) ranks third among the eight brands included in the study.

The 2018 India Tractor Customer Service Index (CSI) Study is based on responses from 3,835 tractor owners across 14 states. The study was fielded from January 2018 to May 2018 and includes owners who purchased a new tractor between January 2016 and May 2017 from an authorised dealership. 

The study, now in its fourth year, examines satisfaction among tractor owners who visited an authorised service centre for maintenance or repair work in the last 12 months. Overall customer satisfaction is based on a combined score of the service satisfaction and parts operation indices. The service satisfaction index measures overall satisfaction across four factors (listed in order of importance): service quality; service engineer; service initiation; and service handover. The parts operation index captures satisfaction across five attributes: availability of parts; speed of parts delivery; parts value for money; quality of parts; and correct identification of parts required. 

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 has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at india.jdpower.com. 

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

 

Nearly Half of India Dealers Use Digital Media to Reach Out to Prospective Buyers, JD Power Finds

2018-05-30

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SINGAPORE: 31 May 2018 — Across the passenger, two-wheeler and commercial vehicle segments, nearly half of dealers are using digital media to reach out to prospective buyers, according to the JD Power 2018 India Dealer Satisfaction with Automotive Manufacturers Index (DSWAMI) Study,^SM released today.

JD Power’s 2017 India Sales Satisfaction Index Study^SM showed that during the past five years, vehicle owners who are 30 years or younger have been using traditional outlets far less often as their information source —notably with declines in television (45% in 2012 vs. 24% in 2017) and newspapers/magazines (53% in 2012 vs. 20% in 2017)—while shopping online for a vehicle has increased by 28 percentage points (28% in 2012 vs. 56% in 2017) during the same period.

“We are increasingly finding that shoppers, particularly in the younger age bracket, are using the internet as their chosen channel to search for product specifications, pricing and promotional offers, reviews and evaluations,” said Shantanu Nandi Majumdar, Regional Director, Automotive Practice at JD Power Singapore. “This consumer preference demonstrates how crucial it is for dealers—with the support of their OEMs—to develop their digital strategy to enhance interaction with potential buyers.”

The study finds that nearly 60% of passenger-vehicle dealerships expect that more new-car buyers will purchase their vehicles online instead of from traditional dealer showrooms. This proportion has increased by 14 percentage points since 2016 (43% in 2016 vs. 57% in 2018). Interestingly, the opinion of two-wheeler and commercial vehicles dealerships regarding the possible shift to online sales is divided, with only four in 10 dealerships forecasting such a scenario in the future.
 
“Passenger-vehicle dealers today are not only interacting digitally with their customers and offering test drives at home, but also working alongside manufacturers to bring the digital showroom into their customers’ homes. The need for customers to visit a showroom to merely see the vehicle or to make enquiries may not be necessary in the future as digital solutions, such as augmented reality or dynamic virtual test drives, will enhance convenience and transparency in the buying process,” added Majumdar.

The following are additional key findings of the study:

• Expectations for another profitable financial year: Among the passenger-vehicle dealers surveyed, 63% expect a profitable financial year, which is the highest since 2013. More than half of two-wheeler and commercial vehicle dealers also expect a profitable year, which is higher than in 2017, when two-wheeler and commercial vehicle dealers were first surveyed in the study. Approximately, six in 10 dealers across the three segments expect their profits to be better in 2018 than in 2017.
• Retaining manpower proving to be a challenge: Dealers, across the three vehicle segments, continue to have challenges in retaining manpower, with nearly one-fourth of their employees in sales, after-sales service as well as technicians leaving the dealership every year.

Study Rankings

In the passenger-vehicle segment, Toyota (939) ranks highest in dealer satisfaction for the eighth consecutive year, performing particularly well across all factors. Hyundai ranks second with a score of 937, followed by Maruti Suzuki with a score of 933.

Royal Enfield, with a score 861, ranks highest in dealer satisfaction among manufacturers of two-wheelers, followed by TVS at 841. Honda ranks third with 810.

In the commercial vehicle segment, Ashok Leyland ranks highest in dealer satisfaction with a score of 815. Tata ranks second with 812, followed by Eicher with 776.

Now in its eighth 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): sales team; marketing and sales activities; support from the manufacturer; product; vehicle ordering and delivery; training; warranty claims; after-sales team; and parts.

The 2018 study is based on responses from 2,472 dealer principals or dealership general managers located in more than 200 cities throughout India. The study was conducted in association with the Federation of Automobile Dealers Associations (FADA) and was fielded from January through March 2018.

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [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 has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at india.jdpower.com.

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

 

Customer Perception of Brand Image Strongly Influenced by Tire Quality, JD Power Finds

2018-04-26

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Singapore: 2 May 2018 — Improvement in product quality over the past five years has resulted in a higher frequency of tire brand image being cited as an important purchase criteria during the replacement process, according to the JD Power 2018 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study,^SM released today. 

The number of customers experiencing problems with original equipment (OE) fitted tires has declined by 7 percentage points during the past five years (12% in 2013 vs. 5% in 2018). Within this same period, the proportion of customers citing brand image as an important driver for selection of their tire replacement has increased by 12 percentage points (45% in 2013 vs. 57% in 2018). 

“Sustained efforts in quality improvement among tire brands is being reflected in the Voice of the Customer,” said Kaustav Roy, Regional Director at JD Power, Singapore. “A positive product experience, coupled with end-customer engagement, is likely to help drive replacement demand.” 

The following are additional key findings of the study: 

• OE tire brand preferred: Preference of the OE tire brand during tire replacement has increased to 54% in 2018 from 48% in 2017. 

• Tires replaced less often in first two years: The replacement of tires during the first 12–24 months of ownership is declining (5% in 2018 vs. 10% in 2013). 

• Small car tires outperforming other segments: With respect to vehicle segments, satisfaction with tires in the small car segment (889 on a 1,000-point scale) is higher than in the midsize car segment (872) and utility vehicle segment (882). 

• High satisfaction drives loyalty and advocacy: The study finds that 88% of owners who are highly satisfied (overall satisfaction scores of 989 and above) with their original tires say they “definitely would” recommend their tire brand. Among customers who are less satisfied (814 and below), only 42% say they would do the same. 

Study Rankings 

Apollo ranks highest in the small car segment (899), followed by JK Tyre (894). MRF ranks highest in the midsize car segment (877), and Apollo ranks second (876).In the utility vehicle segment, MRF ranks highest (891), followed by Bridgestone (890). 

The 2018 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study is based on 3,620 responses from new-vehicle owners who purchased their vehicle between May 2015 and August 2016. The study was fielded between May and August 2017. 

The study, now in its 18th year, measures satisfaction among original equipment tire owners across three segments: small cars, midsize cars and utility vehicles. The study covers the first 12 to 24 months of ownership across four factors (listed in order of importance): appearance; durability; ride; and traction/handling. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [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 has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at india.jdpower.com. 

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

 

Customer Service More Crucial to After-Sales Satisfaction Than Vehicle Servicing, JD Power Finds

2018-04-24

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SINGAPORE: 26 April 2018 — Although vehicle manufacturers (OEMs) place a strong focus on executing service quality-related processes, such as work done right the first time and washing the vehicle after servicing, these processes alone do not necessarily correspond to the highest levels of customer satisfaction, according to the JD Power 2018 India Two-Wheeler Customer Service Index (2WCSI) Study,^SM released today. 

Among the 88% of two-wheeler owners who were provided with these two service quality processes during their most recent service visit, satisfaction is 764 points (on a 1,000-point scale), which is 16 points higher than the industry average. 

“Vehicle servicing is often considered as a necessary chore, and customers appreciate it when the manufacturer or workshop helps execute a service visit as effortlessly and conveniently as possible,” said Kaustav Roy, Regional Director at JD Power, Singapore. “The focus needs to shift from servicing the vehicle to engaging the customers. Two-wheeler OEMs that take the first step in providing these activities will likely be able to differentiate their service offering from that of other OEMs and the non-authorized service network.” 

Overall satisfaction among customers who were provided with key service quality processes, supported by relevant communication activities within the optimum time parameters, is 799 points, which is 51 points higher than industry average. 

The following are additional key findings of the study:

• Scheduling service improves satisfaction: Instances of customers scheduling their service visit through a prior appointment have increased to 31% in 2018 from 20% in 2016. Satisfaction is higher among customers who schedule an appointment for servicing than among those who drop by the service dealer without an appointment (768 vs. 738, respectively). 

• Comfort and connectivity key at service facility: Among the various facilities available in the service outlet, internet access and an air-conditioned waiting area have the highest positive impact on customer satisfaction. 

• Competitive pressure from non-authorized network: Nearly 1 in 5 (18%) customers indicate having visited a non-authorized service network within 24 months of vehicle ownership. Manufacturers can retain more of these customers in the authorized network by providing a richer experience. Among customers who are highly satisfied with the authorized network (overall satisfaction score of 855 points or higher), the defection rate to a non-authorized network drops to 12%.

Study Rankings 

TVS ranks highest in customer satisfaction for the third consecutive year, with a score of 784, performing particularly well in all five factors. Royal Enfield ranks second with a score of 749. Overall customer satisfaction with two-wheeler after-sales service is 748. In the two-wheeler segments, the overall satisfaction score averages 746 for scooters and 749 for motorcycles.

The 2018 India 2WCSI Study is based on evaluations from 7,436 two-wheeler owners in 45 cities across India. These owners purchased a new two-wheeler between November 2015 and March 2017 and had a service experience within three months of evaluation. The study was fielded from November 2017 to March 2018. 

The study, now in its third 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): vehicle pick-up (22%); service advisor (21%); service quality (20%); service facility (19%); and service initiation (18%). Overall customer satisfaction is measured on a 1,000-point scale. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [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 has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at india.jdpower.com. 

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

 

Premium Motorcycle Buyers Have Different Satisfaction Drivers, JD Power Finds

2018-02-26

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SINGAPORE: 27 Feb. 2018 — While economy motorcycles still account for more than half of new-motorcycle sales, the premium motorcycle segment has been steadily growing over the last three years[1]. the premium motorcycle segment has posted strong sales growth over recent years and buyers in this segment report significantly different drivers of APEAL satisfaction as compared with buyers of other segments, according to the JD Power 2018 India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) Study,SM released today.

More than one-third (40%) of buyers in the premium segment cite “looks and styling” as the primary purchase reason, compared with only 9% of economy motorcycle buyers who say the same. Furthermore, premium motorcycle buyers perceive vehicle APEAL very differently than buyers of economy motorcycles, placing more weight on looks and styling (19% vs. 16%, respectively) and ride and handling (16% vs. 13%).

“More than three-fourths of premium motorcycle buyers are 30 years or younger, and when this is combined with increasing disposable income, customers in this segment are looking to buy their dream motorcycle a lot sooner than ever before,” said Kaustav Roy, Regional Director at JD Power. “Many two-wheeler manufacturers have incorporated key styling elements into their designs, which were previously only available in the four-wheeler space. Growing consumer acceptance will likely help to ensure that these become an intrinsic part of two-wheeler design in the future.” 

The study also finds that premium motorcycle buyers have become increasingly internet-savvy during recent years, with 24% indicating having used the internet to shop for a new two-wheeler in 2017, as compared with 19% in 2015 However, increased internet shopping has not impacted their in-person involvement with the dealership. Amongst the five two-wheeler segments, the frequency rates of taking a test drive before purchase are still the highest amongst premium motorcycle buyers, having increased to 57% in 2017 from 52% in 2015. 

“While increasing internet adoption has made it easier to research a prospective purchase in advance, a large majority of buyers still consider personal interactions with the product and the dealership as paramount. It is, therefore, important to ensure that the entire purchase journey, both online and offline, is addressed,” said Roy. 

The following are additional key findings of the study: 

• Initial quality has a strong influence: Satisfaction amongst owners who have not experienced any initial quality problems (63%) with their two-wheeler during ownership is 69 points higher—on a 1,000 point scale—than amongst those who have experienced a problem (861 vs. 792, respectively). 

• Explanation of features and benefits improves APEAL satisfaction: Overall satisfaction amongst owners who received an explanation about vehicle features and benefits during the delivery process (82%) averages 49 points higher than amongst those who did not receive such information (844 vs. 795, respectively). 

• Braking-related feature fitment rates increase: Fitment rates for front disc brakes have steadily increased over the last three years to 24% of all new two-wheelers sold in 2017. The proportion of customers who are delighted (providing a rating of 10 on a 10-point scale) with the braking responsiveness/ effort of their new two-wheeler increases to 25% when a disc brake is fitted, compared with 20% in the case when a drum brake is fitted. 

Results by Segment

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

In the scooter segment, TVS Jupiter (845) ranks highest amongst executive models. 

In the motorcycle segment, TVS Star City Plus ranks highest (852) amongst economy models, and Hero Super Splendor (848) ranks highest amongst executive models. Suzuki Gixxer/ Gixxer SF (859) ranks highest amongst upper executive models, and TVS Apache RTR 180 (871) ranks highest amongst premium models. 

The 2018 India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) Study is based on evaluations from 9,981 owners who purchased a new two-wheeler between March 2017 and October 2017. The study includes 88 two-wheeler models from 10 makes, and was fielded from September-December 2017 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. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [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 has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at india.jdpower.com. 

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