Mahindra leads

The 2018 India Tractor Customer Service Index (CSI) Study is based on responses from 3,835 tractor owners across 14 states. The study, now in its fourth year, was fielded from January 2018 to May 2018 and includes owners who purchased a new tractor between January 2016 and May 2017 from an authorised dealership. Mahindra ranks highest in satisfaction with the aftersales service experience with a score of 831, a 30-point improvement from 2017. Mahindra Swaraj (825) ranks second and John Deere (822) ranks third among the eight brands included in the study.

Highlights of the study 58% of tractor owners received offers from their dealers to service their tractors at the owner’s premises; only 41% accepted that offer. More than one-third (34%) of customers opting for the door-step service had a better-than-expected overall service experience aginst those who would have liked but were not offered the service (20%). 62% of tractor owners say they “definitely would” revisit their authorized dealers for maintenance or repair work, compared with 53% in 2017. Satisfaction with service increases when tractor owners receive proactive reminders from their dealers about routine maintenance appointments, compared to when customers have to visit the dealer for arranging their service or repair work. However, only 1 in 5 tractor owners was contacted by the dealer to arrange for the service/ repair visit.