Category: India

Weak Market Sentiments Raise Customer Expectations of Tractor Product Performance and Quality in the India Tractor Industry, JD Power Study Finds

2016-02-19

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New Delhi: 22 February 2016 — Satisfaction among tractor owners with the performance and quality of their machines declines across all four horsepower (HP) segments, as a weakened market sentiment in India influences heightened longer-term equipment reliability expectations, according to the JD Power 2016 India Tractor Product Performance Index (PPI) Study,^SM released today.

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

At an overall industry level, tractor owners’ satisfaction with product performance declines by 39 points to 771 on a 1,000-point scale in 2016, compared with 2015. The decline in satisfaction is reported in both the machine performance and quality and reliability indices.

“As weak signs of recovery subdue sentiments in the agriculture market in India, customers’ expectations of their tractor’s performance and quality have greatly intensified. Faced, on occasion, with acute financial problems, farmers now expect to own their tractors for a longer period (averaging 10 years) and defer their new tractor purchase until their income improves,” said Dr. Gordon Shields, director at JD Power.  “Tractor manufacturers need to ramp up their efforts to meet the rising expectations of customers on core performance and quality issues  in order to improve the positioning  and overall perceptions of the brand.”

The study also measures the number of problems owners experience with their tractor across 88 problem areas. Problems are summarised as number of problems experienced per 100 tractors (PP100), with a lower score reflecting higher quality. A higher proportion of tractor owners in 2016 indicate experiencing a problem with their tractor, compared with 2015 (56% vs. 50%, respectively). The number of reported problems have also increased year over year as the average PP100 at the industry level is 245 PP100 in 2016, up from 203 PP100 last year.

“The problem severity has increased considerably this year. With farm incomes declining, owners are more critical of their machine’s performance and quality, and have a much lower tolerance toward defects,” said Yukti Arora, manager at JD Power. “With every expense being carefully scrutinized in light of dwindling incomes, manufacturers have to further focus their efforts on providing high quality and durable tractors to support their customers in often challenging circumstances.”

The most frequently reported problem areas relate to tractor usage and operating economics and include (listed in order of occurrence): excessive or uneven tyre wear; bulb failed; gearshift hard to operate; brakes are noisy; and excessive fuel consumption.

Study Rankings

The India Tractor Product Performance Index Study ranks tractors in the following segments: below 31 horsepower; 31-40 horsepower; 41-50 horsepower; and above 50 horsepower.

Eicher ranks highest in the below 31 HP segment with a score of 787 points and performs particularly well across all seven machine performance categories.

John Deere ranks highest in all of the other HP segments, scoring 794 points in the 31-40 HP segment, 807 points in the 41-50 HP segment, and 821 points in the above 50 HP segment.  John Deere performs particularly well across all seven machine performance categories in the 31-40 HP and 41-50 HP segments, and in the three machine performance categories in the above 50 HP segment. 

Satisfaction Drives Loyalty

• Satisfaction with the overall ownership experience declines in 2016. Only 62% of tractor owners are pleased or delighted with the overall experience of owning their machines, compared with 69% in 2015.
• Additionally, 76% of highly satisfied customers (satisfaction scores of 864 or higher) indicate they “definitely would” recommend their tractor brand to a colleague or friend, compared with just 33% of dissatisfied customers (scores of 694 or lower) who say the same.

Performance by HP Segment

• Overall satisfaction for machine performance declines across all four HP segments from 2015.
• In the below 31 HP segment, the largest decline is in the hydraulics and couplings category at 51 index points.
• Engine and transmission has the biggest drop in satisfaction (-53 points) in the 31-40 HP segment.
• Driving comfort registers the largest dip in satisfaction (-36 points) among the machine performance categories in the 41-50 HP segment.
• For the above 50 HP segment, tractor structure shows the largest drop in satisfaction (-37 points) from 2015.

The 2016 India Tractor Product Performance Index Study is based on evaluations from 3,815 tractor owners across 14 states. The study was fielded from August 2015 to January 2016 and includes owners who purchased a new tractor between August 2013 and December 2014 from an authorized dealership.

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +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/corporate

About McGraw Hill Financial www.mhfi.com 

 

Service Quality, Service Engineer and Lack of Parts Drive Down Satisfaction
With Tractor After-Sales Service in India, JD Power Study Finds

2016-02-08

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New Delhi: 12 February 2016 — Customer satisfaction with tractor after-sales service in India has declined, due in large part to a drop in service quality and availability of parts, according to the JD Power 2016 India Tractor Customer Service Index (CSI) Study^SM released today.

The study, now in its second year, examines satisfaction among tractor owners in India who visited an authorised service centre for maintenance or repair work between the first 12 to 24 months of ownership. 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 initiation; service handover and the service engineer. 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 in India drops to 751 in 2016 from 774 in 2015. The overall decrease is attributed to notable declines in the service satisfaction index for service quality      (-31 points) and service engineer (-24) as well as a decline in the overall parts operation index score (-52).

“The decline in after-sales service satisfaction is of particular concern,” said Dr. Gordon Shields, director, JD Power. “With the number of reported breakdown increasing to 19% of all service customers in the study this year, it is essential that dealers are able to support their customers with the right level of service and parts. Results indicate that the tractor industry is struggling to provide the growing number of tractor customers with the service support they expect.”

The study finds that fewer customers in 2016 are being supported outside of their dealer’s service facility. Only 13% of tractor owners indicate having their tractor repaired on-site—at the farm, workplace or in the field—in 2016, compared with 18% in 2015. Moreover, service quality remains low among these customers, with only 85% saying that all work was completed during the engineer’s first visit.

More tractor owners in 2016 say that parts are not available compared with 2015. Only 35% of owners in 2016 indicate that parts are typically available on the same day, compared with 42% in 2015.

“It is essential dealers maintain a high level of parts inventory in order to avoid any delays for their customers,” said Yukti Arora, manager at JD Power. “Unnecessary delays in providing the correct parts not only irritates customers, but potentially impacts negatively on their income, as well as deteriorates the overall experience with the brand.”

Study Rankings

John Deere ranks highest in satisfaction with the after-sales service experience with a score of 785, a 7-point improvement from 2015. Massey Ferguson (769)ranks second and New Holland (768) ranks third among the eight brands included in the study.

KEY FINDINGS

• Failing to complete work correctly on the first visit is one of the key drivers of dissatisfaction among after-sales service customers. Overall satisfaction among customers who require a second visit is 102 points lower than among those who have all work completed correctly on the initial visit (658 vs. 760, respectively).
• Engagement from the service engineer during the service visit has declined across a series of key operation standards in 2016. Study findings show the following:

–       87% of owners indicate the service engineer was focused on them and their needs, down from 91% in 2015.

–       85% of owners say the service engineer reviewed the work done on their tractor, down from 89% in 2015

–       85% of owners say the service engineer provided helpful advice, down from 89% in 2015.

• Fewer owners in 2016 get their tractor back after service cleaner than when they took it in, compared with 2015 (35% vs. 41%, respectively). Satisfaction among owners who received their tractor back “cleaner” than when they took it in for service averages 793 points, which is 57 points higher than among those who say their tractor was “about as clean” as when they took it in for servicing.
• Tractor usage requirements vary greatly across regions and states in India, as do applications, farm types and income levels. Overall satisfaction with the tractor after-sales service is highest among owners in the Western region (Gujarat and Maharashtra) at 773 and lowest among those in the Easter region (Bihar, Odisha and West Bengal) at 672.
• Service satisfaction affects loyalty, as 72% of owners who are highly satisfied (satisfaction scores of 852 or higher) say they “definitely would” revisit their service dealer again, while only 31% of highly dissatisfied owners (scores of 651 or lower) say the same. Additionally, highly satisfied customers are 2 1/2 times more likely to say they “definitely would” recommend their dealer to a colleague or friend than are dissatisfied customers (74% vs. 29%, respectively).

The 2016 India Tractor Customer Service Index Study is based on evaluations from 3,815 tractor owners across 14 states. The study was fielded from August to January 2016 and includes owners who purchased a new tractor between August 2013 and December 2015 from an authorised dealership.

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +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/corporate

About McGraw Hill Financial www.mhfi.com 

 

Significant Reduction in Initial Quality Problems Reported by Two-Wheeler Owners in India, JD Power Study Finds

2016-01-26

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NEW DELHI: 28 January 2016 — The number of initial quality problems reported by two-wheeler owners in India has declined by a significant 14 problems per 100 vehicles (-14 PP100), driven primarily by a reduction in engine-related problems, according to the JD Power 2016 India Two-Wheeler Initial Quality (2WIQS) Study,^SM released today.

The study measures problems owners experience 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; fit and finish; lights/ electricals; ride and handling; transmission; and gauges and controls. All problems are summarized as the number of problems per 100 vehicles (PP100). Lower PP100 scores indicate a lower rate of problem incidence and therefore higher initial quality.

“Given the high incidence of pillion riding in India, core vehicle systems such as engine and brakes undergo a lot of stress. Therefore, it is imperative for OEMs to focus on these key systems to help enhance owners’ perceptions of vehicle quality,” said Mohit Arora, executive director at JD Power, Singapore. “With increasing competition and the frequent launch of new models, sustained quality under such adverse usage conditions can be a key differentiator.”

The study finds that the number of initial quality problems is influenced by the incidence of pillion riding. This is reflected in the finding that the 54% of two-wheeler owners who normally ride with a pillion report 156 PP100, compared with 145 PP100 reported by the owners who normally ride solo. The increase in reported problems is particularly notable in the engine, brakes and ride and handling categories.

“One-third of the two-wheeler owners ride more than 40 kilometers every day. Given this high usage, coupled with the driving conditions in India, it would be prudent for OEMs to focus on ensuring a trouble free vehicle,” said Kaustav Roy, director at JD Power, Singapore. “Providing customers with a high quality and dependable vehicle can improve satisfaction and the likelihood to build a strong brand reputation.”

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

• Initial Quality Improves in Both Scooter and Motorcycle Segments: Overall initial quality averages 137 PP100 for Scooters and 159 PP100 for Motorcycles, an improvement of 13 PP100 and 14 PP100, respectively, from 2015. Among vehicle systems, the greatest year-over-year improvement is in the engine category.
• First-Time Buyers Report Fewer Initial Quality Problems: More than three-fourths (77%) of two-wheeler owners are first-time buyers, and they report fewer problems than those with previous ownership experience (138 PP100 vs. 200 PP100, respectively). The difference is largely influenced by problems in the engine and ride and handling categories.
• Average Daily Kilometres Driven vs. Problem Incidence: Owners who ride their two-wheeler 41 kilometres or more per day (32%) report more problems than those who ride up to 40 kilometres: 164 PP100 vs. 146 PP100, respectively—a difference of 18 PP100.
• Overall Two-Wheeler Quality Influences Loyalty: Owners who experience fewer problems than expected (64%) are nearly three times as likely to recommend their two-wheeler model to family and friends as those who experience more problems than expected (23%).

Model Results by Segment

Award recipient segments include Scooters (executive) and Motorcycles (economy, executive, upper executive and premium).

For Scooters, TVS Wego and Yamaha Alpha (72 PP100) tie for the highest rank among executive models.

For Motorcycles, Honda Dream Neo (102 PP100) ranks highest among economy models, and Hero Super Splendor (107 PP100) ranks highest among executive models. Debutant Suzuki Gixxer (105 PP100) ranks highest among upper executive models, and TVS Apache RTR 180 (105 PP100) ranks highest among premium models.

The 2016 India Two-Wheeler Initial Quality Study (2WIQS) is based on evaluations from 9,329 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 

 

Vehicle Exterior Styling Becomes Increasingly Important Factor for New-Car Buyers in India, According to JD Power 2015 India APEAL Study

2015-12-11

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NEW DELHI: 16 December 2015 — For the fourth consecutive year, exterior styling gains importance in vehicle appeal, positively impacting customer satisfaction, according to the JD Power 2015 India Automotive Performance, Execution and Layout (APEAL) Study.^SM

The India APEAL Study, now in its 17th year, serves as the industry benchmark for new-vehicle appeal. The study measures how gratifying a new vehicle is to own and drive based on owner evaluations during the first two to six months of ownership. Overall APEAL performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction. The overall APEAL score averages 846 in 2015, down 8 points from 2014.

The importance of vehicle exterior has increased in the small car, midsize and utility vehicle super segments and is among the top three categories driving the overall APEAL score.

Increasingly, buyers of new models cite attractive vehicle styling as the most influential reason for purchase compared with buyers of carry-over models. In addition to attractive styling, newer models differentiate themselves from carry-over models by providing more features—including alloy wheels, steering-wheel-mounted controls, hands-free communication, reverse parking assist, anti-lock braking system and dual airbags, among others.

“New-vehicle buyers in India have a much wider range of vehicles to choose from than in the past. Automakers launch several models across segments each year, refining exterior styling and offering more safety, security and convenience features to keep customers engaged and excited,” said Mohit Arora, executive director at JD Power, Singapore. “Newly launched models have higher overall product appeal than carry-over models, and auto manufacturers can use mid-life cycle refreshes to update their vehicles and enthuse prospective buyers.”

Models launched during the past year have higher APEAL scores than carry-over models. Satisfaction with newly launched models averages 857, compared with 845 for carry-over models in 2015. Carry-over models are purchased by a higher proportion of first-time buyers, compared with newly launched models (53% vs. 44%, respectively).

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

• Satisfaction with Overall Vehicle Appeal Leads to Loyalty: Among new-vehicle buyers who rate their overall satisfaction as delighted (10 on a 10-point scale), 89% say they “definitely would” recommend their model and 76% “definitely would” repurchase the same make.

• Adoption of Audio/ Entertainment/ Navigation, Safety and Driving Convenience Features Increases: Fitment rates of several features in Audio/ Entertainment/ Navigation (AEN) and safety and driving convenience have increased in 2015. Installation rates for anti-lock braking systems and driver and passenger airbags are at the highest levels since the inception of the study 17 years ago. Installation rates for hands-free communication systems and parking assist/ sensors have both more than doubled since 2012. One in two vehicles in India has USB connectivity, and one in three vehicles has steering wheel mounted controls.

• Vehicles Fitted with Features Are More Appealing: Vehicles fitted with features such as those listed above score comparatively higher in overall APEAL, compared to those without these features. For example, there is a 17-point gap in overall APEAL scores between vehicles fitted with an anti-lock braking system and those not, and a 20-point gap for driver/ passenger airbags.

“While feature fitment rates are increasing in newer vehicles, car manufacturers need to regularly track evolving customer preferences and feature options to determine which ones can maximize the cost-to-benefit ratio,” said Shantanu Nandi Majumdar, director at JD Power, Singapore.  

Model Results by Segment

Among the eight model-level segment awards, Toyota receives three awards (Etios, Etios Liva/ Cross and Innova) and Hyundai receives three awards (Eon, i10 and Elite i20/ Active). Volkswagen Vento ranks highest in the midsize segment and Mahindra XUV 500 ranks highest in the SUV segment.

Notably, Hyundai’s Eon, i10, and Elite i20/ Active and Toyota’s Etios and Innova also rank highest in their respective segments in the JD Power 2015 India Initial Quality Study^SM (IQS).

The 2015 India APEAL Study is based on evaluations from 8,428 owners of new vehicles purchased between November 2014 and July 2015. The study was fielded between May and September 2015 in 30 major cities across India. 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

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 asean-oceania.jdpower.com.

 

Frequent Interactions with Service Advisors Key to Driving Service Satisfaction Among Luxury Car Owners in India

2015-11-30

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New Delhi: 3 December 2015 — Service advisors play a critical role in customer satisfaction with their vehicle service experience, according to the JD Power 2015 India Customer Service Index (CSI) Study^SM—Luxury, released today. 

The study, now in its third year, measures satisfaction among luxury vehicle owners who visit an authorized dealership service center for maintenance or repair work within the first 12 to 24 months of vehicle ownership. The study measures overall satisfaction in five factors (listed in order of importance): service quality (43%); vehicle pick-up (17%); service advisor (14%); service facility (14%); and service initiation (11%).

Key Findings

• Luxury Car Owners Expect End-to-End Interactions with Service Advisors: The study lists 11 points of interaction service advisors can have with their customers, from addressing them appropriately to reviewing work done on the vehicle. Satisfaction among customers whose service advisor delivered on received all 11 points reported a satisfaction score which is higher by 28 index points above industry average. Such interactions have occurred less frequently in 2015, with 56% of customers indicating their service advisors were in frequent interaction with them, compared with 74% in 2014.

• Satisfaction with Dealer Service Drives Customer Loyalty: Among the 24% of customers who are highly satisfied with their dealer service (overall satisfaction scores of 897 and above), 79% say they “definitely would” return to their dealer for post-warranty service and 85% “definitely would” recommend their dealer to friends and family. In contrast, among customers who are less satisfied (scores of 786 and lower), only 46% indicate they “definitely would” return to the dealer for post-warranty service, and only 66% say they “definitely would” recommend the dealer to others.

• Areas in Need of Improvement: Areas of customer service with the greatest need for improvement are those that focus on reviewing work done on the vehicle, performing an inspection of the vehicle and returning the vehicle washed and vacuumed. For example, 21% of owners indicate their car was not washed and vacuumed when it was returned from service, up from 7% in 2014.

• Same-Day Service Improves Satisfaction: More service facilities in 2015 provide same-day vehicle delivery, compared with 2014 (64% vs. 56%, respectively). When service is completed on the same day, satisfaction is 847, compared with 817 when it takes longer than one day.

“Luxury vehicle owners around the world normally expect a high level of personalized service, and that holds true for their service experience,” said Mohit Arora, executive director at JD Power, Singapore. “Customers expect their service advisor to have an ongoing dialogue with them so they can know the status of the work being done throughout the process. Luxury car manufacturers and their dealerships need to develop appropriate communication protocols in order to fulfill this expectation and drive greater customer engagement.”

Overall vehicle owner satisfaction with their dealership service experience averages 836 in 2015, a 7-point decline from 2014. An 11-point drop in service advisor satisfaction is contributing to the overall decline.

2015 India CSI Luxury Brand Rankings

Mercedes-Benz ranks highest in customer satisfaction with dealer service among luxury brands, with a score of 842. Mercedes-Benz performs particularly well in all factors.

The 2015 India Customer Service Index Study is based on responses from 265 vehicle owners in the luxury segment who received delivery of their new vehicle between May 2013 and August 2014 and took their vehicle for service to an authorized dealer or service center between October 2014 and August 2015. The study was fielded between May and August 2015.

Media Relations Contacts

XingTi Liu; JD Power; Singapore, 068811; Phone +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/corporate

About McGraw Hill Financial www.mhfi.com 

 

JD Power Study Shows Vehicle Manufacturing Quality Significantly Improves Over Past 5 Years

2015-11-24

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New Delhi: 30 November 2015 — New-vehicle quality in India has improved significantly over the past five years, specifically in areas pertaining to defects and malfunctions, according to the JD Power 2015 India Initial Quality Study^SM (IQS), released today.  

The study, now in its 19th year, measures problems owners experience with their new vehicle during the first two to six months of ownership and examines more than 200 problem symptoms covering eight vehicle categories (listed in order of frequency of reported problems): engine and transmission; HVAC; driving experience; vehicle exterior; features, controls and displays; vehicle interior; seats; and audio, entertainment and navigation. All problems are summarized as the number of problems per 100 vehicles (PP100), with a lower PP100 score indicating a lower incidence of problems and higher initial quality.

The industry averages 96 PP100 in 2015, which is 22 PP100 fewer than in 2011. Problems related to defects/ malfunctions account for 52 of the total PP100, a 26 PP100 decline since 2011. Design-related problems, such as features difficult to use and excessive fuel consumption, are at 36 PP100 in 2015, down marginally from 38 PP100 in 2011.

“The industry overall has made significant strides in improving the quality of vehicles, dramatically reducing defects and malfunctions,” said Mohit Arora, executive director, JD Power, Singapore. “This clearly demonstrates the manufacturing capabilities of the automakers in India.”

Arora noted that reliability, styling and quality are among the top purchase decision factors when selecting a vehicle, and problems experienced in the first six months of ownership can affect repurchase behavior. “These early problems can set the tone for the entire ownership period and still have an effect years later when consumers replace their vehicle,” Arora said. “Therefore, it would be prudent for automakers to focus on quality, specifically reducing design-related problems, to deliver a best-in-class vehicle ownership experience and improve customer loyalty and advocacy.”

KEY FINDINGS

• When compared with 2014, the improvement on high-volume models—the Eon with 41 fewer problems and the Grand i10 with 34 fewer problems—has contributed to the overall Hyundai performance in 2015. Additionally, the newly launched Hyundai Elite i20 posts a segment-leading performance with 61 PP100.
• The premium midsize and MUV/ MPV segments each improve by 30 PP100 year over year, while the upper compact segment improves by 22 PP100.
• Quality improves across all categories since 2011 except HVAC, which posts a 5 PP100 increase during the same time frame.
• Owners who receive an explanation of their vehicle’s features at the time of purchase report fewer problems than those who do not receive an explanation (93 PP100 vs. 160 PP100, respectively).
• Vehicle quality builds advocacy. For example, among vehicle owners who experience fewer problems than expected, 71% say they “definitely would” recommend their model to family and friends, while only 34% of those who experience more problems than expected say they “definitely would” recommend their vehicle to others.

2015 India Initial Quality Study Rankings

Hyundai receives three model-level awards. The Hyundai Eon ranks highest in the entry compact segment with 78 PP100; the Hyundai i10 ranks highest in the compact segment with 83 PP100; and the debutant Hyundai Elite i20/ Active ranks highest in the premium compact segment with 61 PP100.

Honda and Toyota each receive two model-level awards. The Honda Brio ranks highest in the upper compact segment with 41 PP100, and the Honda City ranks highest in the midsize segment with 68 PP100. The Toyota Etios ranks highest in the entry midsize segment with 82 PP100, and the Toyota Innova ranks highest in the MUV/ MPV segment with 44 PP100.

The Ford Ecosport ranks highest in the SUV segment with 75 PP100.

The 2015 India Initial Quality Study (IQS) is based on evaluations from 8,438 vehicle owners who purchased a new vehicle between November 2014 and July 2015. The study includes 69 vehicle models from 17 makes. The study was fielded from May 2015 to September 2015 in 30 cities across India.

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 asean-oceania.jdpower.com.

 

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Automotive Manufacturers’ Focus on Efficiency and Customer Convenience Leads to Improvement in After-Sales Service Satisfaction in India

2015-10-29

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Singapore: 30 October 2015 — Rigorous implementation of processes, faster vehicle turnaround and enhanced customer facilities at service workshops by auto manufacturers have resulted in an increase in satisfaction with after-sales service, according to the JD Power 2015 India Customer Service Index (CSI) Study^SM —Mass Market released today.

The study, now in its 19th year, examines satisfaction among vehicle owners who visit an authorized dealership service center for maintenance or repair work between the first 12 to 24 months of vehicle ownership. The study measures overall satisfaction in five factors (listed in order of importance): service quality (43%); vehicle pick-up (17%); service advisor (14%); service facility (14%); and service initiation (11%). Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction.

Overall service satisfaction in the mass market segment improves by 10 points to 866 in 2015 from 856 in 2014. The increase is attributed to strong improvements across all factors, with the greatest improvement in service initiation (+14 points).

“Vehicle manufacturers aren’t just servicing cars today; they’re going the extra mile to provide an after-sales experience that is truly memorable and satisfying for their customers,” said Mohit Arora, executive director, JD Power. “We’re seeing an increase in manufacturers that are focused on delivering a high-quality after-sales experience to customers. With enhanced dealership facilities, better network reach and rigor in process implementation, dealerships have been able to effectively manage and deliver on customer expectations.”

Rankings

Maruti Suzuki ranks highest in satisfaction with after-sales customer service among mass market brands for a 16th consecutive year, with a score of 906. Maruti Suzuki performs well across all factors, with the greatest improvements in service initiation followed by service facility. Honda (880)ranks second and is the most improved nameplate in the study.

Just 1 in 6 customers indicate their dealership picked up and dropped off their vehicle from their desired location. Providing the pick-up and drop-off service has a significant impact on satisfaction, rising 20 points above the overall mass market average when this occurs (886 vs. 866, respectively). Additionally, dealerships are offering more amenities at their service centers for their customers’ convenience, including air-conditioned waiting lounges, Internet access, TV, comfortable seating space, refreshment counters and valet parking. Satisfaction among customers who experience one or more of these amenities increases by 42 points to 908, compared with 852 when they don’t.  

The study finds that 85 percent of customers receive their vehicles back on the same day of service, up from 70 percent in 2014. Same-day delivery has a significant impact on satisfaction. Satisfaction among customers who receive their vehicle on the same day of service is 873, compared with 822 among those whose vehicle is not delivered on the same day.

KEY FINDINGS

• Notifying customers for routine maintenance has improved, as 86 percent of customers indicate they were reminded about vehicle servicing via phone, letter or SMS/ text in 2015, up from 79 percent in 2014.
• Delivering a clean vehicle post service—an important driver of satisfaction—has improved by 5 percentage points from 2014. Satisfaction among customers who receive their car back cleaner than when they brought it in for service averages 879, which is 44 points higher than among those whose car is about as clean as when they brought it in for servicing.
• More than half (51%) of customers indicate they finished the paperwork and picked up the vehicle within 10 minutes after servicing, which improves overall satisfaction by 22 points.
• Nearly twice as many customers who are highly satisfied (satisfaction scores of 977 or higher) say they “definitely would” recommend their service dealer to family and friends as those who are highly dissatisfied (scores of 797 or lower) (93% vs. 38%, respectively). Additionally, highly satisfied customers are three times more likely to say they “definitely would” revisit their service dealer for post-warranty service than dissatisfied customers (92% vs. 29%, respectively).

The 2015 India Customer Service Index Study is based on evaluations from 7,468 vehicle owners. The study was fielded from May through August 2015 and includes owners who purchased their vehicle between May 2013 and August 2014.

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980; [email protected]

John Tews; Director, Media Relations; JD Power; Troy, Michigan 48083 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 

 

Luxury-Vehicle Buyers in India Actively Involved in the Shopping Process

2015-10-14

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SINGAPORE: 15 October 2015 — Luxury-car buyers in India are highly engaged with the shopping process for a new vehicle, according to the JD Power 2015 India Sales Satisfaction Index (SSI) Study^SM Luxury segment released today. 

Now in its 16th year, the study examines seven factors that contribute to new-vehicle owners’ overall satisfaction with their sales experience (listed in order of importance): delivery process, delivery timing, salesperson, sales initiation, dealer facility, paperwork and deal. Satisfaction is calculated on a 1,000-point scale. Overall sales satisfaction in the luxury segment is 883 in 2015, a 7-point decline from 2014.

The misconception is that luxury-vehicle buyers in India, who tend to be more affluent than mass market-vehicle buyers and often own multiple vehicles, spend very  little time and effort during the purchase process. The study finds that the contrary is true: luxury-vehicle buyers in India are quite involved in the overall purchase experience. More than one-third (35%) of these buyers shop around for other models, with 45 percent of them using the Internet as one of their key information sources. Furthermore, luxury-vehicle buyers visit an average of three dealerships during the shopping process, with 80 percent of them test driving the vehicle they are considering before purchasing.

“Given the fact that the purchase of a luxury vehicle in India demonstrates the pinnacle of financial and social status, it would be prudent for dealerships to engage with shoppers in a constructive manner, such as proactive communications during the purchase process,” said Mohit Arora, executive director, JD Power Singapore. “Dealerships need to clearly identify and implement structured processes that allow shoppers to have an engaging buying experience.”

KEY FINDINGS

• The average time to complete the sales transaction has increased to 10 days in 2015 from nine days in 2014, and the time for vehicle delivery has increased to 12 days after booking in 2015 from 10 days in 2014.
• Communication on the committed delivery time is one of the activities that can improve the relationship with customers. Overall satisfaction among the 82 percent of customers who receive regular communications from their dealership during the purchase process is 887, which is 21 points higher than among those who do not receive regular communications.
• Post-sales feedback is another important area to engage with luxury vehicle buyers. Overall satisfaction among the 84 percent of luxury-vehicle owners who are asked for their feedback regarding the buying experience is 886, compared with 870 among those who are not asked for feedback.
• Luxury-vehicle buyers in India expect the initial service appointment to be set up on completion of the purchase process. Overall sales satisfaction among customers who are offered this service is 888, which is 27 points higher than among those who are not offered this service.

Study Rankings

Audi ranks highest in luxury vehicle sales satisfaction with a score of 888. Audi performs particularly well in the salesperson factor. BMW ranks second at 885.

The 2015 India Sales Satisfaction Index Study for luxury brands is based on responses from 244 new-vehicle owners who purchased their vehicle between September 2014 and April 2015. The study was fielded from March through July 2015. Study findings for the mass market segment were announced on August 31, 2015.

Media Relations Contacts

XingTi Liu; JD Power; 08-Shenton Way, #44-02/03/04; 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 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 five 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

About McGraw Hill Financial www.mhfi.com 

 

Perceptions of Auto Brands Improve in India

2015-09-15

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SINGAPORE: 15 SEPTEMBER 2015 —Allautomotive brands post an increase in brand influence score according to the JD Power Asia Pacific 2015 India Brand Influence and Positioning Study^SM (BIPS) released today.Further, brands that relatively underperformed in 2014 have shown the highest increase in influence.

The study, now in its second year, measures automotive brand influence in India of mass market passenger car brands, based on consumer awareness and perceptions of the brand. Strong brand influence has a positive effect on purchase intent for a particular brand, as brand influence scores correlate highly with brand consideration and purchase rates. The study also segments the market using psychographic, demographic and behavioral attributes to help automakers identify and understand who their best prospects are in the new-car market.

Maruti Suzuki ranks highest in brand influence with a score of 839 (on a 1,000-point scale). Hyundai ranks second (767) and Toyota third (744).

The brand influence gap between the brand with the highest score and the one with the lowest score narrows to 259 points in 2015 from 272 in 2014.[1] All brands with scores below 700 in the 2014 study improve by double-digits in 2015. Mahindra improves the most (+44 points), followed by Renault (+28) and Nissan (+23).

“Consumers are likely to have a more favorable opinion of a brand that has been in the market for several years vs. one that is a recent entrant,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore. “For a relatively new entrant, the progression of brand influence depends on how a brand engages and builds relationships with its initial base of customers, thereby creating positive word-of-mouth.”

Arora notes that the key to sustained progress in building long-term brand influence is for automakers to identify what appeals most to their target segment and consistently communicate their core message to that segment.

The study also finds a marked difference in the perceived image between owners and non-owners of a brand. In general, owners have a much more favorable opinion of a brand compared with non-owners; however, Maruti Suzuki stands out as one of the few brands where the gap is relatively small. At the other end of the spectrum are brands like Fiat, Nissan and Renault where the image gaps between owners and non-owners are sizeable.   

Key Findings

• Datsun (555) and Mitsubishi (580) are among brands with the lowest influence.
• The percentage of customers who indicate they regularly post ratings/reviews for others to view online has increased notably to 55 percent in 2015 from 51 percent in 2014. One-third of car buyers in the Western region of India indicate they regularly post ratings/reviews for others to view online, which is higher than for the other regions.
• The proportion of vehicle owners in India who say they “want to buy a brand that reflects my social status” has increased to 79 percent in 2015 from 71 percent in 2014.
• Proportion of vehicle owners in India who say they “prefer to buy a vehicle made/ assembled locally” has increased to 80 percent in 2015 from 74 percent in 2014.

The 2015 India Brand Influence and Positioning Study is based on interviews with 8,507 car owners who have owned their vehicles from 30 to 42 months and who were asked to compare two vehicle brands. The study was fielded from January through April 2015 across 30 cities in India.

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai 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. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at india.jdpower.com.

About McGraw Hill Financial www.mhfi.com 

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980; [email protected]

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

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

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