The sale of four-wheelers is on a rise for sure. And this poses a really unique problem for dealerships, which is to provide customers with a good vehicle delivery experience. And in times of cut-throat competition like these, it surely is a big, big challenge for vehicle manufacturers. This is what the J.D Power 2016 India Sales Satisfaction Survey measures and had some pleasant surprises when the result was announced.
(Honda was placed Joint third along with Hyundai and Mahindra in the 2016 JD Power SSI)
Toyota Kirloskar Motor India ranked first among the 12 mass market 4-wheeler manufacturers that were included in the study, with a score of 838. The study reveals that Toyota particularly did well as far as delivery processes are concerned. Nissan makes a surprise entry at the second position with a score of 831. Last year, Nissan was not placed in the top 10 brands, when the study was conducted. Three manufacturers are tied at the third place who is Honda, Hyundai and Mahindra with a score of 815 each.
The Sales Satisfaction Index (SSI) that was calculated by J.D Power spoke and evaluated about 7,604 owners, who purchased a brand new vehicle within the time period of September, 2015 and April, 2016. The study included 69 different car models which belonged to 14 different manufacturers. The study was conducted from March, 2016 through to July, 2016 in 30 cities across India.
“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, J.D.Power Singapore. “Dealerships and automakers need to make a special effort in welcoming first-time buyers who increasingly have more alternative mobility solutions available.”