Category: India

JD Power Honors Highest-Ranked Performers in Customer Satisfaction at India Awards Event

2018-02-08

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SINGAPORE: 14 Feb. 2018 — JD Power recognized the highest-performing automotive, two-wheeler, tractor and tire brands in its 2017 India customer satisfaction studies at an award ceremony held in New Delhi yesterday evening. 

Senior executives from automotive companies and leading media outlets in India attended the ceremony, where Darren Slind, Vice President South Asia, ASEAN and Oceania, JD Power Singapore and Jacob George, Vice President and General Manager, JD Power Asia Pacific presented awards to brands that ranked highest in JD Power studies in special recognition of their contribution to customer experience excellence. 

“This evening is an opportunity to recognize the outstanding achievement of being ranked highest in customer satisfaction,” said Slind. “The awards demonstrate an unwavering perseverance and commitment to enhancing customer satisfaction in a challenging and competitive market.” 

As the trusted symbol of the Voice of the Customer, JD Power awards help companies enhance consumer consideration and ensure their brands stand out from the crowd. The research is conducted through an entirely independent process that is funded by JD Power, which is critical to the company’s unbiased position. Study results are based solely on the opinions of verified vehicle owners. 

Award Recipients for JD Power India Syndicated Studies 

2017 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study

• Highest Customer Satisfaction with Original Tires—Ceat 

2017 India Dealer Satisfaction with Automotive Manufacturer Index (DSWAMI) Study

• Highest in Dealer Satisfaction among Manufacturers of Passenger Vehicles (seven consecutive years)—Toyota
• Highest in Dealer Satisfaction among Manufacturers of Two-Wheelers—Royal Enfield
• Highest in Dealer Satisfaction among Manufacturers of Commercial Vehicles—Mahindra 

2017 India Vehicle Dependability Study (VDS)

• Most Dependable Compact Car—Hyundai i10
• Most Dependable Entry Compact Car—Maruti Suzuki Alto 800
• Most Dependable Upper Compact Car—Honda Brio
• Most Dependable Premium Compact Car—Hyundai i20
• Most Dependable Entry Midsize Car—Toyota Etios
• Most Dependable Midsize Car—Honda City
• Most Dependable MUV/ MPV—Toyota Innova
• Most Dependable SUV—Ford Ecosport

2017 India Sales Satisfaction Index (SSI) Study

• Highest in Sales Satisfaction among Mass Market Brands—Mahindra 

2017 India Customer Service Index (CSI) Study

• Highest in Customer Satisfaction with After-Sales Service among Mass Market Brands— Hyundai
• Highest in Customer Satisfaction with After-Sales Service among Luxury Brands—Mercedes-Benz 

2017 India Initial Quality Study (IQS)

• Highest Ranked Entry Compact Car in Initial Quality—Maruti Suzuki Alto 800
• Highest Ranked Compact Car in Initial Quality—Maruti Suzuki Wagon R
• Highest Ranked Upper Compact Car in Initial Quality, in a tie—Hyundai Grand i10
• Highest Ranked Upper Compact Car in Initial Quality, in a tie—Ford Figo Next Gen
• Highest Ranked Premium Compact Car in Initial Quality—Volkswagen Polo/ Cross Polo/ Polo GT
• Highest Ranked Entry Midsize Car in Initial Quality—Toyota Etios
• Highest Ranked Midsize Car in Initial Quality in a tie—Honda City
• Highest Ranked Midsize Car in Initial Quality in a tie—Hyundai Verna
• Highest Ranked MUV/ MPV in Initial Quality (13 consecutive years)—Toyota Innova Crysta
• Highest Ranked SUV in Initial Quality, in a tie—Hyundai Creta
• Highest Ranked SUV in Initial Quality, in a tie—Maruti Suzuki S-Cross 

2017 India Automotive Performance, Execution and Layout (APEAL) Study

• Most Appealing Entry Compact Car—Hyundai Eon
• Most Appealing Compact Car—Maruti Suzuki Celerio
• Most Appealing Upper Compact Car—Hyundai Grand i10
• Most Appealing Premium Compact Car—Hyundai Elite i20/ Active
• Most Appealing Entry Midsize Car—Honda Amaze
• Most Appealing Midsize Car—Honda City
• Most Appealing MUV/ MPV (13 consecutive years)—Toyota Innova Crysta
• Most Appealing SUV—Mahindra XUV 500 

2017 India Two-Wheeler Customer Service Index (2WCSI) Study

• Highest in Customer Satisfaction with Two-Wheeler After-Sales—TVS 

2017 India Two-Wheeler Initial Quality Study (2WIQS)

• Highest Ranked Executive Scooter in Initial Quality—Honda Activa I
• Highest Ranked Economy Motorcycle in Initial Quality—TVS Star City Plus
• Highest Ranked Executive Motorcycle in Initial Quality—Hero Super Splendor
• Highest Ranked Upper Executive Motorcycle in Initial Quality—Suzuki Gixxer/ Gixxer SF
• Highest Ranked Premium Motorcycle in Initial Quality—TVS Apache RTR 160 

2017India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) Study

• Most Appealing Executive Scooter—Honda Activa I
• Most Appealing Economy Motorcycle, in a tie—Honda Livo
• Most Appealing Economy Motorcycle, in a tie—TVS Sport
• Most Appealing Executive Motorcycle—Hero Super Splendor
• Most Appealing Upper Executive Motorcycle—Bajaj Avenger 150
• Most Appealing Premium Motorcycle—Honda CB Hornet 160R 

2017 India Tractor Customer Service Index (CSI) Study

• Highest in Customer Service among Tractor Brands—New Holland 

2017 India Tractor Product Performance Index (PPI) Study

• Highest Ranked Performance Below 31 HP—Eicher Tractors
• Highest Ranked Performance 31-40 HP—New Holland
• Highest Ranked Performance 41-50 HP—New Holland
• Highest Ranked Performance Above 50 HP—Mahindra 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [email protected]

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

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

 

Customer Convenience during Vehicle Service Crucial to Driving Satisfaction, JD Power Finds

2017-12-11

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SINGAPORE: 12 Dec. 2017 — Luxury car owners in India are increasingly seeking convenience when having their vehicle serviced, with the provision of a more customer-oriented service experience resulting in higher levels of satisfaction, according to the JD Power 2017 India Customer Service Index (Luxury) Study,^SM released today. 

The study finds that a higher proportion of luxury brand owners are scheduling their vehicle service via appointment in 2017, compared with 2013 (87% vs. 77%, respectively). Furthermore, 17% (vs. 6% in 2013) of luxury car owners were provided with a door-step service this year, which has contributed to higher levels of satisfaction. Overall satisfaction is 61 points (on a 1,000-point scale) higher among owners whose vehicle is picked up and dropped off at their home or work by the dealership than among those who take their vehicle to the dealership themselves. 

Additionally, a higher proportion of luxury car owners used dealership-provided alternative transportation this year, compared with 2013 (31% vs. 8%, respectively). Satisfaction among these vehicle owners is 73 points higher than among those who did not use this service. 

“Luxury vehicle owners view the service process as an essential aspect of car ownership,” said Kaustav Roy, Director at JD Power. “With increasingly stressful daily commutes, time commitments and other complexities encountered in the daily lives of customers, owners greatly appreciate attempts made by dealers to ease the effort required for routine service. Dealers that strive to go that extra mile will be more likely to reap the benefits.” 

Following are additional key findings of the study: 

• Higher number of customers receiving all 22 service standards: The study identifies 22 service standards that enhance the overall after-sales service experience. Nearly one-third (29%) of luxury vehicle owners indicate that they received all 22 service standards from the dealership during their most recent service visit—an increase of 9 percentage points from 2016. 

• Dealers improve on customer engagement after the service visit: More than 8 in 10 (83%) customers received a follow-up call from the dealership, an increase of 9% since 2013. Satisfaction among these customers is 857 points, which is 63 points higher than among those who did not receive the same.

• Satisfaction with dealer service drives customer loyalty: Among vehicle owners who are highly satisfied with their dealer service (overall satisfaction scores of 917 or higher), 92% say they “definitely would” revisit their service dealer for post-warranty service, compared with only 39% of highly dissatisfied customers who say the same. 

Study Rankings

Mercedes-Benz ranks highest in after-sales service satisfaction, with a score of 862. BMW ranks second with a score of 849.

The 2017 India Customer Service Index (Luxury) Study is based on responses from 241 new-vehicle owners in the luxury segment who purchased their vehicle between May 2015 and August 2016 and took their vehicle for service to an authorized dealer or service centre between October 2016 and August 2017. The study was fielded from May through August 2017. 

Now in its fifth 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; vehicle pick-up; service advisor; service facility; and service initiation. This study also examines service satisfaction in the mass market segment. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [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

 

 

Entertainment and Navigation Features Increasingly Drive Overall Vehicle Appeal, JD Power Finds

2017-12-19

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SINGAPORE: 19 Dec. 2017 — Across all vehicle segments, car buyers in India are increasingly considering interior and exterior styling and vehicle performance when purchasing their new vehicle, according to the JD Power 2017 India Automotive Performance, Execution and Layout (APEAL) Study,^SM released today. 

“Although fuel economy continues to be a key driver of overall appeal in India, new-vehicle buyers are increasingly opting for added features that enhance convenience and safety,” said Shantanu Nandi Majumdar, Director at JD Power. “While fuel economy is likely to remain a key reason for purchase, with increasing disposable income, some consumers may be willing to trade-off fuel economy for added performance, convenience and safety features. Manufacturers that are able to differentiate their products on these key attributes are likely to have a stronger brand connection with consumers in this market.” 

Buyers in the small car segment, which still accounts for half of all new-vehicle sales, are increasingly regarding the audio/ entertainment / navigation category as a key determinant of vehicle appeal, which has a weight of 11% in the overall APEAL Index. This is also the case for the utility vehicle segment, where audio/ entertainment/ navigation has been gaining relevance over the past five years and is among the top five weighted APEAL categories. 

“Increasing adoption of navigation and safety-related features in vehicles are indicative of growing consumer interest in connected car technologies and autonomous vehicles,” said Majumdar. “This is likely to lead the way for these technologies to be embedded into future vehicle design.” 

Following are some of the key findings of the study: 

• Vehicles purchased by Upgraders have higher APEAL: Vehicles that have been purchased as an upgrade to a previously owned vehicle have an average APEAL score of 880 points (on a 1,000-point scale), which is 14 points higher than the overall industry average. Among the reasons for purchasing such a vehicle, more upgraders cite exterior design (57%), interior style and comfort (59%) and quality of workmanship (36%), compared with non-upgraders. 

• Safety-related feature fitment rates increase: Airbag and anti-lock braking system (ABS) fitment rates have increased by 12 percentage points and 7 percentage points, respectively, from 2016. Consumer demand for these features has been one of the reasons for this growth. In 2017, 63% of all new vehicles sold have driver and front passenger airbags, while 57% have ABS. With airbags and ABS fitted into one of every two small cars sold, the rate of growth has been steepest in the small car segment. 

• Navigation systems are gaining relevance: Seventeen percent of all new vehicles are equipped with a navigation system, up by 9 percentage points from last year. The proportion of utility vehicles that are fitted with navigation systems has doubled (27% in 2017 vs. 12% in 2016), with nearly half of all new-launched utility vehicles now having this as a standard feature. Moreover, there is a high consumer interest in navigation systems as 80% of all new car buyers say they “definitely would” want this feature on their next vehicle.

Study Rankings

Hyundai receives three of the eight segment-level APEAL awards. The Hyundai Eon (845) ranks highest in the entry compact segment; Hyundai Grand i10 (880) ranks highest in the upper compact segment; and Hyundai Elite i20/ Active (883) ranks highest in the premium compact segment. 

Honda receives awards in two segments: Honda Amaze (883) ranks highest in the entry midsize segment; and Honda City (887) ranks highest in the midsize segment. 

Maruti Suzuki Celerio (865) ranks highest in the compact segment. 

Toyota receives an award for Toyota Innova Crysta (890), whichranks highest in the MUV/ MPV segment.

Mahindra XUV 500 (889)ranks highest in the SUV segment. 

The 2017 India Automotive Performance Executive and Layout (APEAL) Study is based on responses from 8,571 new-vehicle owners who purchased their vehicle from November 2016 through July 2017. The study includes 83 models from 17 makes. The study was fielded from May through September 2017 in 40 cities across India. 

The study serves as the industry benchmark for new-vehicle appeal. The APEAL Study, which examines how gratifying a new vehicle is to own and drive, is used extensively by manufacturers worldwide to help them design and develop more appealing vehicles and by consumers to help them in their purchase decisions. The study measures satisfaction across 10 performance categories: vehicle exterior; vehicle interior; storage and space; audio/ entertainment/ navigation; seats; heating, ventilation and air conditioning (HVAC); driving dynamics; engine/ transmission; visibility and driving safety; and fuel economy. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [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 asean-oceania.jdpower.com. 

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

 

Young Two-Wheeler Owners Continue to Experience Higher Instances of Initial Quality Problems, JD Power Finds

2018-01-26

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SINGAPORE: 30 Jan. 2018 — Although initial product quality of two-wheelers in India has steadily improved over the years, young vehicle owners, who account for the majority of buyers, continue to experience higher instances of initial quality problems, according to the JD Power 2018 India Two-Wheeler Initial Quality Study^SM (2WIQS), released today. 

The study finds that younger owners—30 years and younger (58%)—experience higher levels of initial quality problems than owners who are 31 years or older (144 PP100 vs. 113 PP100, respectively). This difference (31 PP100) in problems experienced can be primarily attributed to younger buyers experiencing a higher number of manufacturing defects/ malfunctions problems in three categories measured in the study: ride and handling; fit and finish; and engine. All problems are summarized as the number of problems per 100 vehicles (PP100), with a lower PP100 score indicating a lower rate of problem incidence and therefore higher initial quality. 

“While the industry has made significant strides in improving product quality over the years, the challenge lies in aligning vehicle design and execution with requirements from a very diverse set of customers who not only purchase differently but also have contrasting after-sales behavior,” said Kaustav Roy, Director at JD Power, Singapore. “With a vast young population being labelled as the driving force behind the Indian economy in years to come, OEMs that are able to better understand and incorporate the requirements of customers in this age bracket are likely to gain a competitive advantage.” 

The study also measures key aspects surrounding the purchase process, and findings indicate notable differences between these two groups. While more younger buyers indicate using the internet to shop for a new two-wheeler than older buyers (19% vs. 11%, respectively), purchase reasons also differ between the two groups—19% of younger buyers say looks and styling is the main purchase reason compared with 12% of older buyers. 

Following are some of the key findings of the study: 

• Overall two-wheeler quality influences loyalty: Owners who experience fewer problems than expected are over two times more likely to recommend their two-wheeler model to family and friends compared with those owners who experience more problems than expected (53% vs. 7%, respectively). 

• Initial quality improves in both scooter and motorcycle segments: Overall initial quality averages 121 PP100 for scooters and 136 PP100 for motorcycles, an improvement of 8 PP100 and 14 PP100, respectively, from last year. Among vehicle systems, the greatest year-over-year improvement is in the brake category. 

• Salesperson explanations during vehicle delivery influences problem instances: More than three-fourths (77%) of owners were advised by the salesperson about the vehicle do’s and don’ts during vehicle delivery. These owners experienced significantly fewer instances of initial quality problems than those who were not advised of the same (101 PP100 vs. 229 PP100, respectively). 

• First-time buyers cite fewer initial quality problems: More than three-fourths (82%) of two-wheeler owners are first-time buyers, and they cite fewer problems than those with previous ownership experience (121 PP100 vs. 175 PP100, respectively). The difference is largely influenced by problems experienced in the engine category.

Study Rankings

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

In the scooter segment, Honda Activa 125 (90 PP100) ranks highest among executive models. 

In the motorcycle segment, Honda Dream Yuga and TVS Star City Plus (114 PP100) rank highest in a tie among economy models, and Hero Super Splendor (121 PP100) ranks highest among executive models. Suzuki Gixxer/ Gixxer SF (93 PP100) ranks highest among upper executive models, and Bajaj Avenger 220 (100 PP100) ranks highest among premium models. 

The 2018 India Two-Wheeler Initial Quality Study (2WIQS) is based on evaluations from 10,102 owners who purchased a new two-wheeler vehicle between March 2017 and October 2017. The study includes 88 two-wheeler models from 10 makes. The study was fielded from September 2017 to December 2017 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 138 problem symptoms covering seven categories (listed in order of frequency of reported problems): engine; brakes; gauges and controls; fit and finish; lights/ electricals; ride and handling; and transmission. 

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

 

New-Vehicle Quality Improves Significantly over the Past Five Years, JD Power Finds

2017-11-29

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SINGAPORE: 30 Nov. 2017 — The number of problems reported per 100 vehicles (PP100) by new-vehicle owners has declined over the past five years, with declines reported across all problem categories except heating, ventilation and cooling (HVAC), according to the JD Power 2017 India Initial Quality Study^SM (IQS), released today.

Overall, initial quality averages 95 PP100 in 2017, a significant improvement from 115 PP100 in 2013. All problems are summarized as the number of problems per 100 vehicles (PP100), with lower PP100 scores indicating a lower incidence of problems and, therefore, higher initial quality. 

Although problems in the engine and transmission category remain the most frequently reported issues, there has been a significant improvement of 9 PP100 during the past five years (39 PP100 in 2013 vs. 30 PP100 in 2017). Problem reporting has either remained the same or has improved in all other categories except HVAC, with new-vehicle owners reporting more problems related to the quality of air conditioning effectiveness, compared to five years ago (22 PP100 in 2017 vs. 15 PP100 in 2013, respectively). 

“With the advent of the lighter engine and power train introductions by vehicle manufacturers in the last five years, the number of engine, noise and vibration-related issues has declined considerably, resulting in better overall product quality,” said Kaustav Roy, Director at JD Power. “However, the challenge lies in optimizing customer requirements related to HVAC effectiveness while continuing to provide better engine power and fuel efficiency. Manufacturers that are able to integrate these customer requirements into their overall vehicle design would likely be in a better position to differentiate themselves from the competition.” 

Following are some of the key findings of the study: 

• Diesel models surpassing petrol models in initial quality: While both petrol and diesel models have shown strong improvements in initial quality since 2013, the rate of improvement for diesel models is much higher at 37 PP100, compared with petrol models, which have improved by 8 PP100. 

• Audio and navigation problems: The number of problems reported in the audio, entertainment and navigation (AEN) category in 2017 remains the same as in 2013; however, the type of problems reported by new-vehicle owners in 2017 are increasingly focused on difficult to understand/ use of Bluetooth; hands-free communication; touch screen displays; and navigation. 

• Explanation on the operation of features: Owners who received detailed explanations on the operation of their vehicle features at delivery report fewer problems than those who do not
  (95 PP100 vs. 103 PP100, respectively). 

Study Rankings

The Hyundai Grand i10 ties with Ford Figo Next Gen (71 PP100 each) for highest rank in the Upper Compact segment; the Hyundai Verna ties with Honda City (70 PP100 each) for highest rank in the Midsize segment; and the Hyundai Creta ties with Maruti Suzuki S-Cross (76 PP100 each) for highest rank in the SUV segment. 

The Maruti Suzuki Alto 800 (103 PP100) and Maruti Suzuki Wagon R (85 PP100) rank highest in the Entry Compact and Compact segments, respectively. 

Toyota also receives awards in two segments: the Etios (56 PP100) in the Entry Midsize segment and the Innova Crysta (77 PP100), in its debut year, in the MUV/ MPV segment. 

The Volkswagen Polo/ Cross Polo/ Polo GT (69 PP100) ranks highest in the Premium Compact segment. 

The 2017 India Initial Quality Study (IQS) is based on responses from 8,578 new-vehicle owners who purchased their vehicle from November 2016 through July 2017. The study includes 83 models from 17 makes. The study was fielded from May through September 2017 in 40 cities across India. 

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.

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [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 asean-oceania.jdpower.com. 

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

 

New-Vehicle Shoppers Are Increasingly Moving Toward Digital Sources, JD Power Finds

2017-11-07

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SINGAPORE: 9 Nov. 2017 — With a greater number of shoppers relying on online sources for their vehicle research, the use of traditional sources, such as newspapers and magazines, is declining, according to the JD Power 2017 India Escaped Shopper Study^SM (ESS), released today. 

Nearly two in three (64%) shoppers use the internet when researching which vehicle they plan to purchase, up from 58% last year and an increase of 28 percentage points since 2012, when it was 36%. In 2012, 50% of all shoppers said they used newspapers and magazines while researching for their new car. This year, however, only 24% say the same. 

“As online channels have now become the starting point for more car buyers, shoppers today are increasingly better informed of the alternatives available to them even before they enter a dealership,” said Shantanu Nandi Majumdar, Director at JD Power. “That said, dealers will continue to play a pivotal role in the shopping process. However, they will need to evolve, with support from their OEMs, to develop a stronger online presence with information that customers desire, for instance, deals/ promotions, test drive bookings, delivery time and stock level, among others.” 

While shoppers continue to visit the manufacturer’s website while conducting their research, for the past three years, increasingly more are turning to social networking sites, such as Facebook and Twitter (25% in 2017 vs. 8% in 2014). Older shoppers (50 years and older) are also turning to the internet for their information needs, compared with three years ago. This year’s study finds that there is an increase of 10 percentage points from last year in the proportion of older shoppers accessing social networking sites while shopping for their vehicle (26% vs. 16%, respectively). 

This year, there are fewer shoppers visiting the dealerships of multiple brands before making a purchase. Five years ago, 82% of shoppers visited at least one other brand’s dealership not including the one they purchased from. In 2017, only 59% have visited at least one other dealership. This decline in visits to physical dealerships is also observed in the decreasing proportion of vehicle buyers who visited multiple dealers of the same brand before making a purchase. In 2012, 51% of all new-vehicle buyers visited at least one other dealer of the same brand, compared with 26% in 2017. 

Following are key findings of the 2017 study:

• More female shoppers connected online: Female shoppers use the internet more often than their male counterparts (66% vs. 64%, respectively). As a likely consequence, fewer women than men visit multiple brands’ dealerships (at least one other brand other than the one they purchased) while shopping for their new vehicle (49% vs. 60%, respectively).
• Willingness to spend more: Although “total price too high” remains the main reason for shoppers to reject a model, they are more willing this year to consider another vehicle, which is up to Rs. 150,000 more expensive than the one they eventually purchased. Five years ago, this price ceiling was much lower at Rs. 100,000.
• Brand most often considered by shoppers: Maruti Suzuki is the most considered brand among new-vehicle shoppers for a 13th consecutive year, with 45% of all shoppers purchasing one of its models, which is the same as last year.
• Customer retention improves: Overall customer retention this year is 40%, up slightly from 38% in 2016. Maruti Suzuki improves its customer retention rate the most year over year.

The 2017 India Escaped Shopper Study is based on responses from 7,831 buyers and 3,374 rejecters of new cars and new utility vehicles who purchased their vehicle between September 2016 and April 2017. The study, which examines the reasons new-vehicle shoppers consider but ultimately reject certain models in favor of another, was fielded from March through September 2017.

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [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, Kuala Lumpur, 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 six 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

 

Greater After-Sales Satisfaction Achievable with Improved Service Advisor Communication, JD Power Finds

2017-10-27

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SINGAPORE: 31 Oct. 2017 — Vehicle owners in India are increasingly placing a greater level of importance on communication and interaction with the service advisor during their after-sales experience, according to the JD Power 2017 India Customer Service Index (Mass Market) Study,^SM released today. 

This key driver of customer satisfaction encompasses several aspects, such as the performance of a thorough multi-point inspection around the vehicle; confirmation of consumer requests; review and explanation of the work pre- and post-service; and regular vehicle status updates. The study finds that 79% of vehicle owners have received all such relevant advisor-led communication, which in turn results in a 23-point increase (on a 1,000-point scale) in satisfaction. Non-compliance with these aspects results in a significant 41-point drop in satisfaction. 

“While the quality of service remains a principal driver of customer satisfaction in India, clear, proactive and frequent communication from service advisors demonstrates a greater commitment toward enhancing customer engagement,” said Kaustav Roy, Director at JD Power. “Dealerships that are successful in delivering on both service and improved communication can expect to achieve stronger recommendations and a higher customer retention level.” 

Following are additional key findings of the study: 

• Overall satisfaction for this segment has decreased marginally from last year by 3 points (877 vs. 880, respectively). Among the factors, the greatest decrease (-3 points) is in service initiation, service advisor and service facility.
• The quality of service remains a critical driver of satisfaction. The study finds that 87% of vehicle owners say that the work carried out was right the first time and that their vehicle was washed and vacuumed. Overall satisfaction among these customers is 13 points higher than among those whose work was not done right the first time was whose vehicle was not washed or vacuumed.
• Almost one-fourth (24%) of customers indicate that they remained at the dealership throughout the entire service visit.Among these customers, 58% say they were provided six or more amenities by the dealerships, compared with 34% last year—an increase of 24 percentage points year over year. Such amenities include refreshment counters, internet access, televisions and mobile charging points.

Study Rankings

Hyundai ranks highest in after-sales customer satisfaction, with a score of 923. Maruti Suzuki and Tata rank second in a tie at 893. 

The 2017 India Customer Service Index (CSI) Study is based on responses from 7,878 new-vehicle owners who purchased their vehicle between May 2015 and August 2016. The study was fielded from May through August 2017. 

Now in its 21st 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; vehicle pick-up; service advisor; service facility; and service initiation. This study examines service satisfaction in the mass market segment. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [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, Kuala Lumpur, 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 six 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

 

New-Vehicle Purchase Behavior in India Influenced by Digital Proliferation, JD Power Finds

2017-10-10

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SINGAPORE: 12 Oct. 2017 — The strengthening digital environment in India is impacting consumer behavior throughout the new-vehicle purchase journey, according to the JD Power 2017 India Sales Satisfaction Index (Mass Market) Study^SM released today. 

Proliferation of online information is altering the landscape of the shopping process. The study finds that 49% of new-vehicle buyers in India researched vehicles online, an increase of 15 percentage points from last year. The primary information searches relate to vehicle pricing and product specifications, resulting in an increasing number of customers visiting showrooms with a clearer idea of pricing and the variants of choice available. 

“The digital medium is enabling customers to collect a significant amount of information in advance of their vehicle purchase ,” said Kaustav Roy, Director at JD Power Singapore. “However, they still need relevant advice to be provided at the showrooms in order to formulate it into a purchase decision, as a large proportion of customers are still undecided before their visit. Ultimately, brands that effectively help their customers bridge the online and offline purchase journey are likely to benefit from positive word of mouth and an enhanced brand image.” 

The study finds that nearly half of customers who used the internet to research their new vehicle seriously considered other models before making a final decision—19% higher than those who relied only on word of mouth and showroom visits for their information needs (30%). 

Study findings also show that the majority of customers using online tools in advance are younger, more educated and more affluent. More than half (58%) of customers who browsed the internet in advance are younger than 35 years of age, with the median age of this group two years younger than those who did not use the internet. Additionally, these customers are more educated, as 80% are university graduates, compared with 66% of those who did not use the internet. Customers who used the internet to research their purchase decision also have a mean income 20% higher than those who did not, as well as a preference for purchasing the higher variants of vehicles—even those shopping for smaller cars tend to buy at the higher end of the segment. 

Following are key findings of the study: 

• The overall sales satisfaction index for the industry improves significantly:Overall satisfaction increases by 31 points (on a 1,000-point scale) from 2016. Key factors contributing to this improvement include a higher implementation rate on process standards; an increase in the number of amenities made available at dealer facilities; and a drop in pressures and problems experienced by customers during the shopping experience.
• Upgraded dealer facilities are worth it: Satisfaction in thedealer facilities factor has improved year over year, with 65% of customers—a 5-percentage-point increase from last year—saying their dealer offered all the amenities measured, including, Wi-Fi access, comfortable seating space and product brochures, among others.
• Salespersons are exerting less pressure on customers: The industry has improved in terms of the number of problems and the level of pressure experienced by customers, with the proportion of those who experienced either a problem or pressure during the buying process dropping by 4% this year (37% vs. 33%, respectively).

Study Rankings

Mahindra ranks highest in sales satisfaction, with a score of 866. Toyota rank second with 856, while Ford ranks third with 846. 

The 2017 India Sales Satisfaction Index (Mass Market) Study—is based on responses from 7,831 new-vehicle owners who purchased their vehicle from from September 2016 through April 2017. 

Now in its 18^th 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 sales initiation (17%); dealer facility (17%); deal & paperwork (17%); delivery timing (17%); salesperson (16%); and delivery process (16%). 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [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, Kuala Lumpur, 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 six 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

 

Vehicle Dependability in India Declines as More Owners Report Problems, JD Power Finds

2017-06-28

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SINGAPORE: 29 June 2017 — Longer-term vehicle dependability in India has declined marginally year over year, as 56% of new-vehicle owners indicate experiencing at least one problem with their vehicle, according to the JD Power 2017 India Vehicle Dependability Study,^SM (VDS) released today. Last year, 53% of new-vehicle owners experienced at least one problem.

Overall vehicledependability in India averages 189 problems per 100 vehicles (PP100) in 2017, deteriorating from 185 PP100 in 2016. A lower number of problems reflects higher longer-term vehicle quality. Owner-reported problems increase sharply after vehicles are driven more than 40,000 kilometers (kms). Owners of vehicles that have been driven for more than 40,000 kms indicate an average of 73 more problems per 100 vehicles than those owners whose vehicles have been driven fewer than 40,000 kms. Vehicle exterior and driving experience account for more problems than other categories and, within these two categories, problems relating to uneven tire wear, noise from doors, bumper and exterior corrosion are more prevalent in vehicles that have been driven more than 40,000 kms. 

“In addition to usage, varying road and weather conditions affect the longer-term dependability of vehicles in India,” said Shantanu Nandi Majumdar, director at JD Power. “After about three years of ownership, problems related to squeaks and rattles are typically reported which is likely to impact overall build quality perceptions.  Automakers that are able to identify such problems related to extended use—and resolve them at the manufacturing stage—are likely to be able to provide a more positive ownership experience for their customers.” 

The study also finds that diesel-fueled vehicles deteriorate more after 40,000 kms vs. petrol-fueled vehicles. During the past four years, the gap in reported problems between vehicles driven more than 40,000 kms and those driven fewer than 40,000 kms is greater for diesel vehicles than for petrol vehicles. Plus, a larger proportion of owners of diesel vehicles driven more than 40,000 kms indicate the need to replace parts/ components in their vehicle (67%) vs. petrol vehicle owners (58%). 

Following are additional findings of the 2017 study:

• Unexpected repairs influence dependability: The incidence of repairs for unexpected problems in 2017 is 22%, the lowest level since 2013. Ownerswho say they had to take their vehicle in for unexpected repairs report more problems (366 PP100) compared to owners who say they haven’t had any unexpected repairs (138 PP100).
• More owners opt for extended warranty: More vehicle owners are purchasing an extended warranty. In 2017, 38% of all owners say they have an extended warranty, up from 27% last year. More first-time vehicle buyers (44%) purchase an extended warranty than do repeat owners (31%).
• Longer-term vehicle dependability builds advocacy and loyalty: Among owners who indicate they have not experienced a problem, 74% say they “definitely would” recommend their current model to others and 53% say they “definitely would” repurchase their current make. In contrast, advocacy declines to 56% among owners who experience at least one problem with their vehicle while loyalty drops to 39%.

Study Rankings

The study includes 74 models in 12 vehicle segments: multi-utility/ multi-purpose vehicle (MUV/ MPV); sport-utility vehicle (SUV); premium SUV; van; entry compact; compact; upper compact; premium compact; entry midsize; midsize; premium midsize; and luxury.

Hyundai receives two model-level awards. Hyundai i10 (132 PP100) ranks highest in the compact segment while Hyundai i20 (162 PP100) ranks highest in the premium compact segment.

Honda receives two model-level awards. Honda Brio (131 PP100) and Honda City (132 PP100) rank highest in the upper compact and midsize segments, respectively. 

Toyota receives two model-level awards. Toyota Etios (125 PP100) and Toyota Innova (128 PP100) rank highest in the entry midsize and MUV/ MPV segments, respectively.

The Maruti Suzuki Alto 800 (197 PP100) ranks highest in the entry compact segment and the Ford Ecosport (169 PP100) ranks highest in the SUV segment.

About the Study

The JD Power India Vehicle Dependability Study (VDS), now in its 10th year, measures problems experienced by original owners of 30- to 42-month-old vehicles for 169 different problem symptoms across nine vehicle categories: vehicle exterior; driving experience; features, controls and displays (FCD); audio and entertainment; seats; heating, ventilation and air conditioning (HVAC); vehicle interior; engine; and transmission. Overall dependability is based on the number of problems reported per 100 vehicles (PP100), with a lower score reflecting higher longer-term vehicle quality.

The study is based on evaluations from 8,741 original owners who purchased a new vehicle between July 2013 and September 2014. The study includes 74 models covering 17 brands, and was fielded from January through April 2017 in 40 cities. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [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 Tokyo, Singapore, Beijing, Shanghai, Malaysia and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. 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 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

 

Tractor Service Satisfaction Improves in India, While Customer Acceptance of Substandard Work Declines, JD Power Finds

2017-06-23

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SINGAPORE: 27 June 2017 — Customer satisfaction with tractor after-sales service in India has improved year over year, while tolerance toward substandard service experience has notably declined, according to the JD Power 2017 India Tractor Customer Service Index (CSI) Study^SM released today.

The study, now in its third 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. Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction. 

Tractor owner satisfaction with after-sales service climbs to 784 in 2017 from 751 in 2016. The improvement is attributed to gains in all four service satisfaction index factors as well as a 60-point increase in the overall parts operation index score.

The study finds that a higher proportion of customers who are “disappointed” with the service experience (scores of 701 and below) are inclined to get their tractor serviced at a non-authorised service facility, compared to customers who are “delighted” (scores of 901 and above) who say the same. Of those owners whose overall service experience was worse than expected, 58% had their tractor serviced by a local mechanic in the past 12 months vs. 41% of those whose service experience exceeded expectations. Moreover, the loss of after-sales business to non-authorised service facilities due to dissatisfied customers is much higher this year compared with 2016, when 36% of tractor owners whose service experience was worse than expected visited an unauthorized dealer for service or repair. 

“Unauthorised servicing alternatives are increasingly preferred by tractor owners who are disappointed with the authorised service channels—even within the warranty period—which emphasizes their growing disapproval of lagging service standards of the authorized network,” said Yukti Arora, manager at JD Power. “In a market flooded with local and cheaper service options, greater attention to customer expectations is imperative to gain confidence in the OEM dealer network. By improving long-term retention rates, dealers will prevent the loss of significant service revenue.” 

The study shows that the service engineer’s knowledge of a tractor’s service history, as well as attention to customer requirements and diligence in providing detailed explanations of the work performed greatly enhances customer satisfaction with the quality of work done, and helps build appreciation of the time taken and charges paid for service. One-fourth (25%) of tractor owners who did not receive an explanation of service work done and 15% of owners who received an explanation either before or after the work was completed indicate disappointment with the fairness of the charges. This is in stark contrast to only 4% of those who received explanations both before starting and after completing the work.  Of those owners who say their service engineer knew their tractor’s service history and was completely focused on their needs, 96% report that all the work was completed on their first visit. However, just 85% of owners that say the engineer did not know their tractor’s service history and 77% of those who observed that the service engineer was not fully focused on their needs indicate the same. 

“Dealers should forgo complacency and instead proactively engage with customers to win their loyalty. Additionally, OEMs should ensure that their dealer staff has the necessary proficiency and the right attitude toward servicing customers,” Arora said. “This will not only keep existing relationships buoyant, but also promote word-of-mouth referrals.” 

Following are additional findings of the 2017 study:

• Lack of parts availability for urgent repair work prolongs machine downtime, thereby resulting in loss of crucial time for tractor owners, especially during peak seasons. Satisfaction with parts availability at the dealer is significantly lower when the tractor is taken for repair work or at the time of breakdown, compared with satisfaction with parts availability when regular servicing work is done. Nearly one-third (30%) of owners who took their tractor for repair are disappointed with the parts availability at their dealer, compared with only 8% of those who went to the dealer for routine service work.
• Satisfaction drops below average when less than 90% of needed tractor parts are available at the dealer when ordered. Parts availability continues to be worst in the East region (Bihar, Odisha and West Bengal), where only 16% of tractor owners say that 90% or more of tractor parts were available at the dealer when ordered. On the other hand, 33% of tractor owners in the West region (Gujarat and Maharashtra) indicate more than 90% parts availability at their authorized dealership, the highest proportion across regions and consistent with the trend in 2016. 

Study Rankings

New Holland ranks highest in satisfaction with the after-sales service experience with a score of 842, a 74-point improvement from 2016. John Deere (803) ranks second and Mahindra (801) ranks third among the eight brands included in the study.

The 2017 India Tractor Customer Service Index Study is based on evaluations from 3,440 tractor owners across 14 states. The study was fielded from December 2016 to April 2017 and includes owners who purchased a new tractor between December 2014 and March 2016 from an authorised dealership. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [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, Kuala Lumpur, 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 six 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 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 at india.jdpower.com.

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