Category: India

Shoppers in India Increasingly Researching Vehicles during Purchase Process, JD Power Finds

2016-11-11

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SINGAPORE: 14 Nov. 2016 — New-vehicle shopping in India has evolved considerably over the last decade, with buyers increasingly using the internet and media during the shopping process, according to the JD Power 2016 India Escaped Shopper Study^SM (ESS), released today. 

 The number of new-vehicle buyers using the internet and magazines to research vehicles during the shopping process has more than doubled during the past decade, to 48% in 2016 from 19% in 2006. 

“In the past, new-vehicle shoppers were largely limited to information they received from close friends and relatives or from television and print advertising,” said Mohit Arora, executive director at JD Power. “With increased internet penetration, especially in the larger cities, shoppers are turning to the internet for much of their information. Smartphones and tablets are aiding shoppers’ access to the internet. That means automakers need to ensure their websites include the information buyers are seeking and are designed in a way that is easy to use on both computers and mobile devices.”

The study also finds that shopping behavior varies across the different regions of India. Cross-shopping is higher among new-vehicle buyers in the south, compared with those in the north (32% vs. 25%, respectively). Further, more car buyers in the south spend time researching the vehicles they are considering, visiting dealerships and taking test drives, compared with their counterparts in the north region of the country. Additionally, 56% of new-vehicle buyers in the south also use the internet for information while shopping, compared with 41% of buyers in the north. 

“Automotive manufacturers are being constantly challenged to meet the needs of the Indian consumer today,” said Shantanu Nandi Majumdar, director at JD Power. “Regional dissimilarities have always existed, and they greatly influence the way potential new-car buyers shop for their vehicle. Automakers need to identify these differences and create an appropriate shopping experience that caters to the characteristics of each region.” 

 Other key findings of the study include:

• Newly Launched Vehicles Attract Attention: All-new vehicles are attracting shoppers’ attention. Yet, a slightly higher percentage of repeat buyers (13%) are considering newly launched models than first-time buyers (10%). More shoppers who consider a newly launched model research the vehicle than those who consider an existing model (53% vs. 46%, respectively).
• Price Is a Key Consideration: Shoppers who consider another model but later reject it cite “price is too high” as the primary reason for rejection (32%), followed by “wanted better fuel economy” (30%). 
• Brand Shoppers Consider Most: Maruti Suzuki is the most considered nameplate among new-vehicle shoppers for a 12th consecutive year, with 45% of all shoppers purchasing one of its models, up from 40% in 2015. 
• Customer Retention Improves: Overall customer retention is at 38% in 2016, up slightly from 37% in 2015. Hyundai improves its customer retention rate the most from 2015.

The 2016 India Escaped Shopper Study is based on responses from 9,408 buyers and 4,303 rejecters of new cars and new utility vehicles who purchased their vehicle between September 2015 and April 2016. The study, which examines the reasons new-vehicle shoppers consider but ultimately reject certain models in favor of another, was fielded from March through October 2016.

 Media Relations Contacts

Michelle Meng; JD Power; Beijing, China; +86 01 6569 2702; [email protected]

John Tews; JD Power; Troy, Michigan, USA; 001-248-680-6218; [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 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. 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

 

Decoding the Diverse Needs, Expectations of Indian Auto Customers Key to Improving Satisfaction, JD Power Study Finds

2016-10-26

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SINGAPORE: 28 Oct. 2016 — Even as automotive manufacturers collectively improve their after-sales service satisfaction for the eighth consecutive year in India, satisfaction levels and service consistency vary greatly across the regions of the country, according to the JD Power 2016 India Customer Service Index (CSI) Study^SM mass market segment released today.

Overall service satisfaction in the mass market segment in India improves by 14 points to 880 on a 1,000-point scale in 2016 from 866 in 2015. Overall satisfaction in the West region is 900, while overall satisfaction in the North region is 857. 

Strong differences in customer behavior, preferences and expectations of their after-sales experiences contribute to the substantial disparity in the regional scores. For example, 82% of vehicle owners in the West region schedule an appointment for their service visit, while only 55% of customers in the North region schedule their appointment, affecting dealers’ ability to effectively manage unscheduled workload and maximize throughput. Additionally, owners in the North region drive their vehicles an average of 11% more than those in the other three regions in the first 12-24 months of ownership, indicating that dealers in the North region have to account for more wear and tear issues when customers bring their cars in for service.

“In an astoundingly diverse market like India where every region and state has its own unique characteristics and needs, dealers need to capitalize on every customer interaction opportunity to develop points of differentiation and deliver on those expectations,” said Mohit Arora, executive director at JD Power. “By being attuned to the differing customer needs across the country, dealerships can continuously adapt their service processes to consistently deliver a superior customer experience.”

Dealers Communicating with Customers

The study finds that dealers are improving in their communication activities with their customers at every service juncture, and that is having a positive impact on overall satisfaction. Nearly nine in 10 (89%) customers say they were reminded by the dealership about their vehicle service, an increase from 86% in 2015. Additionally, 93% of customers say their service advisor ensured that they fully understood the scope of work being performed on their vehicle, up from 90% in 2015. Following their service, 89% of customers say they were informed about when to schedule the next visit, up from 83% in 2015. Overall satisfaction among customers who receive all three of these communications is 899, compared with 818 among those who do not receive such communications from their dealers.

“Dealers are at the frontline of interacting with customers and hence represent the automotive brand that they carry,” said Kaustav Roy, director at JD Power. “It’s critical that every communication milestone is handled properly. Any gap in communication may have the unintended effect of lowering satisfaction, as well as customer loyalty, and the negative impact may be magnified when it gets passed on through word of mouth.”

Among customers who are highly satisfied with their dealer service (overall satisfaction scores of 980 and above), 92% say they “definitely would” revisit their service dealer for post-warranty service, compared with only 44% of dissatisfied customers (818 or lower). Furthermore, 93% of highly satisfied service customers say they “definitely would” recommend their service dealer to family and friends. In contrast, only 50% of dissatisfied customers intend to recommend their dealer.

Now in its 20th 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. The study examines service satisfaction in the mass market segment. Satisfaction is calculated on a 1,000-point scale.

Study Rankings

Honda and Maruti Suzuki rank highest in satisfaction, in a tie, with after-sales customer service among mass market brands, each with a score of 901. Maruti Suzuki performs well across all factors and Honda shows strong improvement across all factors, with the greatest improvements in service initiation and service quality. Hyundai and Tata rank third in a tie at 888, and are the most improved nameplates in the study.

Following are additional key findings of the study:

• Inconsistent Execution of Service Standards across Regions: The study identifies 22 service standards that can positively impact the overall customer experience. More than one-third (35%) of customers in the South region indicate that their dealer implemented all 22 standards, compared with only 19% of customers in the North region. 
• Customers Appreciate a Clean Car: The percentage of customers who indicate that their vehicle was returned washed and vacuumed has increased by 11 percentage points to 89%, compared with 78% in 2015. This action improves overall satisfaction by 9 index points above industry average.

The 2016 India Customer Service Index (CSI) Study is based on responses from 7,843 new-vehicle owners who purchased their vehicle between May 2014 and August 2015. The study was fielded from May through August 2016.

Media Relations Contacts

Xingti Liu; JD Power; Singapore; 65-6733 8980; [email protected]

John Tews; JD Power; Troy, Michigan, USA; 001-248-680-6218; [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 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. 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

 

Surge in Sales Volumes Creates Uphill Task for Dealers to Deliver A Satisfying Shopping Experience, JD Power Study Finds

2016-08-30

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SINGAPORE: 31 Aug. 2016 — With the growth in vehicle sales in India, dealerships are facing more challenges to effectively managing the customer experience during the new-vehicle shopping process, according to the JD Power 2016 India Sales Satisfaction Index (SSI) Study^SM released today. 

There is a significant increase in the proportion of customers who face problems and pressures when shopping for their new vehicle. The study finds that 37% of customers in 2016 experience problems with a small selection of models and their salesperson having difficulties in answering their questions, up from 17% in 2015. Similarly, 17% of customers say they experienced pressure from their purchase dealer, up from 10% last year. First-time buyers are particularly affected by these issues, which results in overall satisfaction scores 12 points lower (on a 1,000-point scale) than among repeat buyers.

“While the boom in car sales augurs well for the industry, it is equally essential to provide a memorable experience to customers who are buying their vehicles, especially those buying a new vehicle for the first time,” said Mohit Arora, executive director, JDPower Singapore. “Dealerships and automakers need to make a special effort in welcoming first-time buyers who increasingly have more alternative mobility solutions available.”

Internet Having an Impact

New-vehicle buyers in India are increasingly turning to the Internet as a source of information during the shopping process. More than a third (34%) of customers in 2016 are using the Internet for shopping, up from 28% in 2015. Social media and blogs, in particular, are experiencing a significant increase in usage. Nearly one-fourth (24%) of customers cite using some form of social media to gather information before their purchase, up from 8% in 2015, while 18% indicate posting online about their purchase experience, up from 10%.

“More car buyers are operating in high-information-gathering mode, during which they refer to multiple websites to help them make an informed decision,” said Kaustav Roy, director at JD Power, “Vehicle manufacturers that have a strategy to manage the social chatter surrounding their brands stand to benefit as more word-of-mouth recommendations migrate toward online.”

Now in its 17th 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%). Sales satisfaction performance is reported as an index score based on a 1,000-point scale, with a higher score indicating greater satisfaction with the new-vehicle sales and delivery processes. Overall satisfaction for mass market brands averages 809 in 2016.  

Following are additional key findings of the study:

• Dealer Reputation, Operational Effectiveness Critical to Dealer Selection: More than four in 10 (44%) customers choose the dealer from which they purchase their new vehicle based on dealer reputation and operational effectiveness, while only 13% base their choice on deal or lower price. 
• Time Critical to Customers: The average sales transaction time increases to 10 days in 2016 from 9 days in 2015, and the average delivery time for the vehicle increases to 14 days from 11 days.
• Test Drive Key Engagement Activity: Among the 61% of customers who took a test drive, overall satisfaction is 816, which is 75 points higher than among those who were not offered test drive.
• Loyalty, Advocacy Linked to Sales Satisfaction: Among highly satisfied customers (overall sales satisfaction scores of 893 and higher), 68% say they “definitely would” recommend their purchase dealer to family and friends, compared with only 31% of highly dissatisfied customers (scores of 738 and lower). Additionally, 64% of highly satisfied customers say they “definitely would” buy their next vehicle from the same dealership (or brand), while only 26% of highly dissatisfied customers say the same.

2016 India SSI Rankings

Toyota ranks highest in sales satisfaction among the 12 mass market brands ranked in the study, with a score of 838. Toyota performs particularly well in the delivery process factor. Nissan (831) ranks second, and performs particularly well in the salesperson factor. Honda, Hyundai and Mahindra tie for third at 815 each.

The 2016 India Sales Satisfaction Index (SSI) Study is based on evaluations from 7,604 original owners who purchased a new vehicle from September 2015 through April 2016. The study includes 69 models covering 14 nameplates and was fielded from March through July 2016 in 30 cities across India.

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 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. 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

 

Long-Term Vehicle Dependability in India Improves for Third Consecutive Year, JD Power Study Finds

2016-07-19

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SINGAPORE: 21 July 2016 — Long-term vehicle dependability in India improves as nearly half of all car owners indicate not experiencing any problems with their vehicle, according to the JD Power 2016 India Vehicle Dependability Study^SM (VDS), released today.

The study, in its ninth year, measures problems experienced by original owners of 2.5- to 3.5-year-old vehicles in 169 different problem symptoms across nine vehicle categories. Overall dependability is based on the number of problems reported per 100 vehicles (PP100), with a lower score reflecting higher long-term vehicle quality. This study provides information about the quality of vehicles that are nearing the end of their warranty, and owners are assuming the responsibility for repair costs.

Overall vehicle dependability has made steady gains over the last three years with total reported problems standing at 185 PP100 in 2016, improving from 206 PP100 in 2015 and 218 in 2014. Furthermore, the proportion of owners who had taken their cars in for unexpected repairs this year has also declined since 2014 (27% vs. 37%, respectively). Owners whose vehicle needs unexpected repair work report more than double the number of problems than do those whose vehicle does not need such work.

The study also finds that while diesel vehicles continue to have more problems than petrol vehicles, the gap between them has narrowed marginally year over year, to 27 PP100 in 2016 from 29 PP100 in 2015. But more significant is the rate at which diesel vehicles are outpacing petrol vehicles in minimizing the occurrence of unexpected repairs. The incidence of unexpected repairs for diesel vehicles has decreased to 29% in 2016 from 41% in 2014, while the incidence for petrol vehicles has fallen to 25% in 2016 from 35% in 2014.

“Continuous improvements in vehicle quality are leading to fewer build quality issues and therefore fewer unexpected repairs in the first 2.5 to 3.5 years of a vehicle’s life,” said Mohit Arora, executive director at JD Power, Singapore. “Over the last few years diesel passenger cars have improved tremendously, as fewer owners are reporting quality issues with their vehicle than they were a decade ago.”

Among the nine problem categories that encompass overall long-term vehicle dependability, driving experience accounts for more than 20% of all problems reported by owners. Compared with last year, owners report fewer problems in this category in 2016, with fewer issues related to strut/suspension/shock absorber and excessive or uneven tire wear being reported.

“Vehicles in India are operated under a variety of road and weather conditions that lead to varying degrees of quality deterioration which affects overall owner satisfaction and word-of-mouth recommendations,” said Shantanu Nandi Majumdar, director at JD Power, Singapore. “It is therefore important for manufacturers to understand and minimize this fact by designing products to not only achieve high levels of initial quality but also attain higher levels of longer-term reliability and durability.”

Key Findings

Ÿ  Customer Advocacy and Loyalty Influenced Heavily by Dependability: Nearly two-thirds (64%) of owners who do not have to take their vehicle in for unexpected repair work say they “definitely would” recommend the same model to friends and family compared with only 52% of those whose vehicle has to have such work performed. Similarly, 46% of owners of more dependable vehicles say they “definitely would” repurchase the same make compared with 38% of owners of less-dependable vehicles who say the same.

• Newly Launched Models Have Fewer Problems: Owners of newly launched models at the time of purchase report 40 PP100 fewer than owners of models that had been available in the market in the previous years. The largest differences in the number of problems reported are in the vehicle exterior, engine and driving experience categories.
• First-Time Vehicle Buyers Report Fewer Problems: Compared with repeat buyers, first-time buyers report fewer problems (197 PP100 vs. 177 PP100, respectively).

2016 India VDS Rankings

• Entry Compact: Maruti Suzuki Alto 800
• Compact: Maruti Suzuki Alto/Alto K10
• Upper Compact: Honda Brio
• Premium Compact: Volkswagen Polo
• Entry Midsize: Toyota Etios
• Midsize: Škoda Rapid
• MUV/ MPV: Toyota Innova
• SUV: Mahindra XUV 500

About the Study

The 2016 India Vehicle Dependability Study (VDS) is based on evaluations from 7,717 original owners who purchased a new vehicle between July 2012 and September 2013. The study includes 70 models covering 15 nameplates and was fielded from January through April 2016 in 30 cities across India. The VDS is one of two JD Power automotive quality studies for the India market. The 2016 India Initial Quality Study (IQS), which measures problems of new vehicles at 2-6 months of ownership, will be published in November.

The nine vehicle categories being evaluated are: vehicle exterior; driving experience; features, controls and displays (FCD); audio and entertainment; seats; heating, ventilation and air conditioning (HVAC); vehicle interior; engine; and transmission.

Media Relations Contacts

XingTi Liu; JD Power; Singapore, 068811; +65-67338980; [email protected]

John Tews; JD Power; Troy, Michigan 48083 USA; 001-248-680-6218; [email protected]

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

 

Car Dealers in India Look Forward to a Profitable Year
As Automakers Support with New Launches, Financial Incentives

2016-05-25

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SINGAPORE: 26 May 2016 — Nearly half of all automotive dealers in India expect to be profitable in the 2016 financial year as the India passenger-car market begins to recover from an economic slowdown, according to the JD Power 2016 India Dealer Satisfaction with Automotive Manufacturers Index (DSWAMI) Study,^SM released today.

The study finds that 49% of all dealerships in India expect to make a profit in fiscal year 2016. Dealerships based in India’s six largest cities are more optimistic about their financial performance this year, as 52% expect to make a profit—the highest percentage in the past five years—with half expecting their profitability in fiscal 2016 to be higher than in the previous fiscal year.

Automakers are doing their part to help dealer profitability, extending financial support to their dealers in several areas to make it easier for them to conduct business and ensure they remain viable. In 2016, 62% of the dealers indicate that car manufacturers are offering them financial assistance to purchase new-vehicle inventory, up from 55% in 2015.

“Dealers greatly benefit from closer and stronger working relationships with their manufacturer,” said Mohit Arora, executive director at JD Power, Singapore. “Automakers that are able to express their commitment to the dealerships by assisting them in areas where they need support are likely to see greater dealer satisfaction and loyalty.”

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

Marketing and sales activities is among the top factors in the study and accounts for 15% of overall satisfaction. It has the lowest score in the study overall, which has been the case in the past six years, including for many of the larger volume nameplates.

“With the economy projected for strong growth in this financial year, and increased consumer spending capability, manufacturers will likely turn to new-model launches and updates of existing models to drive new-vehicles sales,” said Shantanu Nandi Majumdar, director at JD Power, Singapore. “In this scenario, manufacturer support in areas such as marketing and sales activities and product training are likely to help convert shoppers into buyers.”

KEY FINDINGS

• Overall dealer satisfaction with automotive manufacturers averages 845 points on a 1,000-point scale in 2016, up 19 points from 2015. Satisfaction improves across all nine study factors, most notably in warranty claims.
• Warranty claims is the most improved factor in the 2016 study, increasing 25 points year over year, with more dealers this year, compared to last year, indicating that processing warranty claims takes 15 or fewer days (54% vs. 46%, respectively).
• Dealers’ satisfaction with the condition of vehicles on delivery improves the most among all attributes in the study in 2016, as the proportion of dealers who indicate they are “delighted” (providing a rating of 10 on a 10-point scale) with this attribute increases by 7 percentage points over last year.
• Among dealers in the top quartile of satisfaction, 94% indicate they are likely to be working with the same automaker at least for another two years. In contrast, among dealers in the bottom quartile of overall satisfaction, only 63% expect to be working with the same nameplate in two years’ time.

Study Rankings

Toyota ranks highest in dealer satisfaction with a score of 924, performing particularly well in all factors. Maruti Suzuki ranks second with a score of 895, followed by Hyundai (890), Renault (889) and Honda (884).

The 2016 India DSWAMI Study is based on responses from 754 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 2016.

Media Relations Contacts

XingTi Liu; JD Power; Singapore; +65-67338980; [email protected]

John Tews; JD Power; Troy, Michigan USA; 001-248-680-6218; [email protected]

About JD Power and Advertising/Promotional Ruleshttp://www.jdpower.com/about/index.htm

 

Inaugural JD Power India Two-Wheeler Customer Service Study Identifies Significant Competitive Pressure from Independent Workshops on the Authorized Service Network

2016-04-25

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NEW DELHI: 28 April 2016 — Two-wheeler dealers in India face significant competitive pressure from independent workshops, which are providing similar service work as the original equipment (OE) authorized network, according to the JD Power 2016 India Two-Wheeler Customer Service Index (2WCSI) Study,^SM released today. More than one in five (22%) two-wheeler customers indicate visiting an independent workshop during the warranty period.

The inaugural study measures customer satisfaction with the after-sales service experience at original equipment (OE) authorized service center during the first 12-24 months of ownership. The study focuses on what matters most to customers when they take their two-wheeler in for service and also analyzes the processes that define the service experience. The study measures 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, with a higher score indicating higher satisfaction.

Satisfaction with the service experience at an authorized network is driven by three after-sales service- related activities, including the charges incurred, quality of work done and on-time delivery after service. According to the study, 25% of customers are dissatisfied with these activities, creating the need to improve on these services since there is significant correlation between customers visiting an independent workshop and the quality of experience at the authorized network.

“Given the high propensity of customers visiting independent workshops, it is critical for manufacturers and their authorized network to develop a differentiated service experience, thus providing a compelling reason for customers to revisit,” said Mohit Arora, executive director at JD Power. “Significant opportunities for improvement exist related to key customer expectations of quality, cost and time. Dealerships that are able to address these efficiently and engage customers are likely to benefit from increased service business.”

Rankings

TVS ranks highest in customer satisfaction with after-sales service with a score of 773, performing particularly well in all five factors. Suzuki (764) ranks second and Royal Enfield ranks third (758).

Key Findings

• Overall and Segment Satisfaction: Overall customer satisfaction with two-wheeler after-sales service is 748. In the two-wheeler segments, the CSI score averages 755 for scooters and 745 for motorcycles.
• Factors Most Influencing Customer Satisfaction: Among the five study factors, satisfaction is highest in service facility (758) and lowest in vehicle pick-up (738).
• Location of Service Facility Impacts Satisfaction: Proximity of the service centre impacts satisfaction. Among the 65% of owners who travel 5 or fewer kilometres to reach the service centre, satisfaction is 12 points higher than among the 19% of owners who travel 10 or more kilometres (751 vs. 739, respectively).
• Scheduling of Service Improves Satisfaction: Satisfaction is higher among customers who schedule their service than among those who drop by the service dealer without an appointment (773 vs. 742, respectively).
• Highly Satisfied Customers More Likely to be Loyal and Advocates: Highly satisfied customers tend to have higher levels of advocacy and loyalty to the service dealer. Among highly satisfied customers (overall satisfaction scores of 857 or higher), 67% say they “definitely would” recommend their service dealer to family and friends, while only 22% of highly dissatisfied customers (scores of 667 or lower) say the same. Additionally, 58% of highly satisfied customers say they “definitely would” revisit their service dealer for post-warranty service, compared with only 21% of highly dissatisfied customers.

“Understanding after-sales service expectations and concerns can help service dealers build a more engaging relationship with customers,” said Kaustav Roy, director at JD Power. “Doing so is not only prudent for improved customer satisfaction it can also create loyalty for the brand and lead to increased revenue streams for the dealer.”

The 2016 India 2WCSI Study is based on evaluations from 7,270 two-wheeler owners in 45 cities across India. These owners purchased a new two-wheeler between November 2013 and March 2015 and had a service experience within three months of evaluation. The study includes 10 two-wheeler makes and over 75 two-wheeler models and was fielded from November 2015 to March 2016.

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; Singapore; Phone +65-67338980; [email protected]

John Tews; JD Power; Troy, Michigan, USA; 001-248-680-6218; [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 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. 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/corporate

 

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

2016-03-21

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NEW DELHI: 21 March 2016 — JD Power recognized the highest-performing automotive companies in its 2015/ 2016 India customer satisfaction studies at an award ceremony held on March 21, 2016, in New Delhi.

Senior executives from automotive companies and leading media outlets attended the ceremony, where Gerrit Kuyntjes, vice president and general manager at JD Power, and Mohit Arora, executive director at JD Power presented the awards to the highest-performing automakers.

“The awards that these companies have received are a reflection of their impressive vision and excellent execution, as well as the considerable impact the hard work behind these achievements has on customer satisfaction,” said Kuyntjes. “These achievements are tremendous considering the many formidable challenges that confronted the India automotive market in 2015.”

JD Power benchmark studies evaluate products and services based on customer feedback regarding their experiences in order to help businesses make prudent decisions about implementing improvement initiatives. 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.

2015/2016 Syndicated Study Awards

2015 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study

• Highest Customer Satisfaction with Original Tires—JK Tyres

2015 India Dealer Satisfaction with Automotive Manufacturer Index (DSWAMI) Study

• Highest in Dealer Satisfaction with Automotive Manufacturers (two consecutive years)—Toyota

2015 India Vehicle Dependability Study

• Most Dependable Compact Car—Maruti Suzuki Alto
• Most Dependable Upper Compact Car—Honda Brio
• Most Dependable Premium Compact Car—Volkswagen Polo
• Most Dependable Entry Midsize Car—Toyota Etios
• Most Dependable Midsize Car—Honda City
• Most Dependable MUV/ MPV, in a tie—Maruti Suzuki Ertiga
• Most Dependable MUV/ MPV, in a tie (eight consecutive years)—Toyota Innova
• Most Dependable SUV—Mahindra Scorpio

2015 India Sales Satisfaction Index (SSI) Study

• Highest in Sales Satisfaction among Mass Market Brands, in a tie—Mahindra
• Highest in Sales Satisfaction among Mass Market Brands, in a tie (two consecutive years)— Toyota
• Highest in Sales Satisfaction among Luxury Brands—Audi

2015 India Customer Service Index (CSI) Study

• Highest in Customer Satisfaction with After-Sales Service among Mass Market Brands (16 consecutive years)—Maruti Suzuki
• Highest in Customer Satisfaction with After-Sales Service among Luxury Brands (two consecutive years)—Mercedes-Benz

2015 India Initial Quality Study (IQS)

• Best Entry Compact Car in Initial Quality—Hyundai Eon
• Best Compact Car in Initial Quality (two consecutive years)—Hyundai i10
• Best Upper Compact Car in Initial Quality (three consecutive years)—Honda Brio
• Best Premium Compact Car in Initial Quality—Hyundai Elite i20/ Active
• Best Entry Midsize Car in Initial Quality—Toyota Etios
• Best Midsize Car in Initial Quality—Honda City
• Best MUV/ MPV in Initial Quality (11 consecutive years)—Toyota Innova
• Best SUV in Initial Quality (two consecutive years)—Ford EcoSport

2015 India Automotive Performance, Execution and Layout (APEAL) Study

• Most Appealing Entry Compact Car (two consecutive years)—Hyundai Eon
• Most Appealing Compact Car (two consecutive years)—Hyundai i10
• Most Appealing Upper Compact Car—Toyota Etios Liva/ Cross                                                          
• Most Appealing Premium Compact Car—Hyundai Elite i20/ Active
• Most Appealing Entry Midsize Car—Toyota Etios
• Most Appealing Midsize Car—Volkswagen Vento
• Most Appealing MUV/ MPV (nine consecutive years)—Toyota Innova
• Most Appealing SUV—Mahindra XUV 500

2016 India Two-Wheeler Initial Quality Study

• Best Executive Scooter in Initial Quality, in a tie (two consecutive years)—TVS Wego
• Best Executive Scooter in Initial Quality, in a tie—Yamaha Alpha
• Best Economy Motorcycle in Initial Quality—Honda Dream Neo
• Best Executive Motorcycle in Initial Quality (two consecutive years)—Hero Super Splendor
• Best Upper Executive Motorcycle in Initial Quality—Suzuki Gixxer
• Best Premium Motorcycle in Initial Quality—TVS Apache RTR 180

2016 India Two-Wheeler Automotive Performance, Execution and Layout (APEAL) Study

• Most Appealing Executive Scooter—TVS Zest 110
• Most Appealing Economy Motorcycle—TVS Star City Plus
• Most Appealing Executive Motorcycle (two consecutive years)—Honda CB Shine
• Most Appealing Upper Executive Motorcycle, in a tie (two consecutive years)—Honda CB Unicorn
• Most Appealing Upper Executive Motorcycle, in a tie—Suzuki Gixxer
• Most Appealing Premium Motorcycle—Honda CB Unicorn 160

2016 India Tractor Customer Service Index Study

• Highest in Customer Service among Tractor Brands—John Deere

2016 India Tractor Product Performance Study

• Highest-Ranked Performance Below 31 HP—Eicher
• Highest-Ranked Performance 31-40 HP—John Deere
• Highest-Ranked Performance 41-50 HP (two consecutive years)—John Deere
• Highest-Ranked Performance Above 50 HP—John Deere

Media Relations Contacts

Xingti Liu; JD Power; Singapore; Phone 65-6733 8980; [email protected]

John Tews; JD Power; Troy, Michigan, USA; 001-248-680-6218; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/corporate

About McGraw Hill Financial www.mhfi.com 

 

Brand Perception Is Influential Driver for Shoppers Considering Replacement Tires in India, Says JD Power

2016-03-28

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Singapore: 13 April 2016 — Customers’ perceptions of their original equipment (OE) tire brand are an influential driver when considering replacement tires for their vehicle, according to the JD Power 2016 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study,^SM released today.

The study, now in its 16th year, measures satisfaction among original equipment tire owners during the first 12 to 24 months of ownership across four factors (listed in order of importance): appearance (876 on a 1,000-point scale); ride (876); durability (870); and traction/ handling (872).

More than half (52%) of tire customers indicate that brand perception of the original equipment tires on their vehicle is an important criterion when considering replacement tires. Additionally, 14% of customers indicate tire appearance—tread design and wheel/ rim styling—is an important reason to select a replacement tire. When replacing tires, 59% of customers indicate they purchase their tires  at an authorized tire store.

“Given the fact that tire brand perception is a key driver when considering replacement tires, and that more customers are purchasing at authorized tire retailers, OEMs may want  to provide a superior customer experience at their authorized tire outlets,” said Mohit Arora, executive director, JD Power. “An enhanced customer experience during the replacement process can help add to a customer’s perception of the brand. This can lead to higher levels of brand loyalty and more recommendations to friends and family.

KEY FINDINGS

• Overall OE tire customer satisfaction averages 873 points, a 5-point increase from 2015. Satisfaction improves across all four factors year over year, most notably in ride (+7 points).
• Customers expect their tires to be problem free. Even one problem can impact satisfaction levels negatively by 57 points, compared to when no problems are experienced.
• The repurchase intent for the OE fitted brand is extremely strong, with 94% of customers indicating   they are likely to repurchase their existing brand. However, those who intend to switch brands indicate personal brand preference and tire quality expectations as the main reasons.
• The study finds that 74% of owners who are highly satisfied (overall satisfaction scores of 955 or higher) with their original tires say they “definitely would” recommend their tire brand. Among customers who are less satisfied (scores of 814 or less), only 38% say they “definitely would” recommend their tire brand.

Study Rankings

Bridgestone and MRF (881 in a tie) rank highest in overall customer satisfaction. Bridgestone performs well in the ride factor (883) and MRF performs particularly well in appearance (884).

The 2016 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study is based on 3,496 responses from new-vehicle owners who purchased their vehicle between May 2013 and August 2014. The study was fielded between May and August 2015.

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; Singapore, 068811; Phone +65-67338980; [email protected]

John Tews; JD Power; Troy, Michigan 48083 USA; 001-248-680-6218; [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 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. Information regarding JD Power and its products can be accessed through the Internet at india.jdpower.com.

 

JD Power and Wheelmonk.com Announce Intent to Launch Automotive Ratings Website in India

2016-03-18

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NEW DELHI: 21 March 2016 — JD Power and Wheelmonk.com have entered into a Memorandum of Understanding (MOU) covering the launch of a new automotive website in India that is based on feedback from verified vehicle owners. Upon completion of the deal, the site will provide consumers with a resource to help them make informed vehicle purchase decisions by combining JD Power’s Voice of the Customer feedback collected through its extensive and comprehensive research of actual vehicle owners in India with Wheelmonk.com’s established data and insights of the Indian auto market.

The collaboration between JD Power and Wheelmonk.com was officially announced at JD Power’s annual India Awards Evening event with more than 100 senior executives from 16 automotive companies and media outlets in attendance at the Shangri-La Eros hotel.

The site aligns with JD Power’s interest in providing consumers with accurate data to make more informed decisions when purchasing their vehicle. The portal’s ratings section is backed by data gathered from thousands of verified vehicle owners.  

“At the very core of Wheelmonk.com’s value proposition lies the fact that every car buyer has unique preferences and needs; thus, there cannot be a one-size-fits-all approach to discovering and evaluating cars,” said Sameer Dua, co-founder of Wheelmonk.com. “Wheelmonk.com enables prospective car buyers to discover the right vehicle options based on their preferences across a variety of parameters. These parameters focus not only on the product, but also take into consideration other ownership parameters such as product and service network quality. At the heart of this approach is JD Power’s well-known consumer insights data, which drives our recommendation engine to help prospective customers make well-informed choices.”

In addition to the unique user-focused recommendations engine, Wheelmonk.com also features a vast inventory of editorial content written by JD Power and Wheelmonk editorial teams. Topics will include the latest automotive news, new-vehicle reviews, car previews, car buyer’s guides, and insights and analyses from JD Power studies. Registered users and auto enthusiasts can look forward to a personalized newsfeed, productivity tools and engaging forums. The portal will also allow automakers to directly engage their customers and showcase their success stories.

“JD Power is grateful to the lakhs of car owners in India who, over the past two decades, have shared their purchase and ownership experiences with us,” said Mohit Arora, executive director at JD Power, “We want to support them by providing the types of insights customers in India want. This can empower consumers with a wealth of information as they shop for a vehicle and can also serve to connect the automotive industry directly with their prospective customers.”

KEY FEATURES OF WHEELMONK.COM

• Intelligent car discovery and recommendation engine based on user preferences
• Verified owner ratings based on  JD Power syndicated studies in India
• Accurate on-road prices across all models and variants
• Customized newsfeeds, productivity tools and expert advice articles for registered users
• User-friendly discussion forum for auto enthusiasts with easily accessible content from experts and community members

Media Relations Contacts

Xingti Liu; JD Power; Singapore; Phone 65-6733 8980; [email protected]

John Tews; JD Power; Troy, Michigan, USA; 001-248-680-6218; [email protected]

Sameer Dua; Wheelmonk.com; Bangalore. 91 80 4121 9111; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/corporate

About McGraw Hill Financial www.mhfi.com 

About Wheelmonk.com www.wheelmonk.com/aboutus.jsp

 

Quality and Understanding of Two-Wheeler Features Is Key to APEAL Satisfaction in India, JD Power Study Finds

2016-02-22

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NEW DELHI: 24 February 2016 — APEAL perceptions of two-wheeler vehicles are impacted by the quality of the features and the thoroughness of feature explanations by salespersons, according to the JD Power 2016 India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) Study,^SM released today.

The India Two-Wheeler APEAL Study, which serves as the industry benchmark for new two-wheeler appeal, measures how gratifying a new two-wheeler is to own and ride based on owner evaluations during the first two to six months of ownership. The study examines 33 attributes across six performance categories (in alphabetical order): control switches/ locks; engine and transmission performance; fuel economy; looks and styling; ride and handling; and seats.  Overall APEAL performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

The study finds that satisfaction with two-wheeler APEAL perceptions of models with 10 or fewer features averages 849, compared with 825 for models with 11 or more features. This stems from the fact that the number of initial quality problems[1] experienced by owners of vehicles with 11 or more features is higher by 122 PP100[2] than by owners of vehicles with 10 or fewer features (260 PP100 vs. 138 PP100, respectively). 

Additionally, among the models with 11 or more features, just 12% of customers indicate that the salesperson did not explain the features and benefits of the two-wheeler. Among these customers, satisfaction is significantly lower than among those who received feature explanations (775 vs. 832, respectively).

“Two-wheeler manufacturers are providing a multitude of features to differentiate their product offerings. However, the quality of execution of these features is pivotal to customer satisfaction,” said Mohit Arora, executive director at JD Power, Singapore. “It is prudent for OEMs to ensure that these new features are of optimum quality and their functionality is communicated effectively to the customer during new-vehicle delivery.”

Following are some of the key findings of this year’s study.

• Overall satisfaction with two-wheeler APEAL is 846, a slight 2-point drop from 2015. In terms of the two vehicle segment, the APEAL score averages 846 for scooters and 847 for motorcycles.
• In 2016, 62% of two-wheeler owners indicate a desire for more than 10 features; however, only 10% indicate that their vehicles have 11 or more features.
• The APEAL score has a strong impact on the likelihood of owners keeping their new two-wheeler for an extended period of time. Among highly satisfied owners (overall satisfaction scores of 931 points or higher), 73% say they expect to keep their new vehicle for five years or more. In contrast, among highly dissatisfied owners (scores of 794 points or lower) just 61% say they expect to keep their vehicle for same period.
• Moreover, there is a strong correlation between APEAL scores and brand loyalty and advocacy. Among highly satisfied owners, 75% say they “definitely would” recommend their two-wheeler to a friend or relative, compared with 34% of highly dissatisfied owners.

“Satisfied two-wheeler owners tend to keep their vehicles for more than five years. This is a long-term relationship manufacturers need to recognize,” said Kaustav Roy, director at JD Power, Singapore. “Therefore, it is critical for OEMs to support these owners with a high level of after-sales service, as this can have a positive impact on repurchase and advocacy. The upcoming JD Power 2016 Two-Wheeler Customer Service Index (CSI) Study^SM will provide important insights into this aspect of ownership.”

Model Results by Segment

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

In the scooter segment, TVS Zest 110 (875) ranks highest among executive models.

In the motorcycle segment, TVS Star City Plus (863) ranks highest among economy models, and Honda CB Shine (850) ranks highest among executive models. Honda CB Unicorn and debutant Suzuki Gixxer (865 each) rank highest in a tie among upper executive models, and debutant Honda CB Unicorn 160 (872) ranks highest among premium models.

The 2016 India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) Study is based on evaluations from 9,283 vehicle owners who purchased a new vehicle between March 2015 and October 2015. The study includes 87 two-wheeler models from 10 makes. The study was fielded from September 2015 to December 2015 in 44 cities across India.

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; Singapore; Phone +65-67338980; [email protected]

John Tews; JD Power; Troy, Michigan, USA; 001-248-680-6218; [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 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. 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/corporate

About McGraw Hill Financial www.mhfi.com