Mahin­dra tops JD Power sales sat­is­fac­tion sur­vey

The Hindu Business Line - - NEWS -

Home-grown auto ma­jor Mahin­dra has topped the sales sat­is­fac­tion among mass mar­ket brands fol­lowed by Toy­ota and Ford, ac­cord­ing to global mar­ket re­search firm JD Power.

Be­sides, the study found that 49 per cent of new ve­hi­cle buy­ers in In­dia re­searched ve­hi­cles on­line, an in­crease of 15 per­cent­age points from last year.

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

“The dig­i­tal medium is en­abling cus­tomers to col­lect a sig­nif­i­cant amount of information in ad­vance of their ve­hi­cle pur­chase,” J D Power Sin­ga­pore Di­rec­tor Kaus­tav Roy said.

How­ever, they still need rel­e­vant ad­vice to be pro­vided at the show­rooms in or­der to for­mu­late it into a pur­chase de­ci­sion, as a large pro­por­tion of cus­tomers are still un­de­cided be­fore their visit, he added.

The study ex­am­ined six fac­tors that con­trib­ute to over­all cus­tomer sat­is­fac­tion. They are sales ini­ti­a­tion, dealer fa­cil­ity, deal and pa­per­work, de­liv­ery tim­ing, sales­per­son and de­liv­ery process.

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