As per the result of J.D Power Asia Pacific Sales Satisfaction Index study 2013 and J.D Power Asia Pacific Customer Service Index study 2013, BMW has topped with maximum score. BMW was included in the survey for the first time this year; J.D Power Asia pacific also conducted an award ceremony to felicitate the winners. Mr. Gerrit Kuyntjes, Vice President and General Manager, JD Power Asia Pacific and Mr. Mohit Arora, Executive Director, JD Power Asia Pacific gave award to Mr. Philipp von Sahr, President, BMW Group India and Mr. Stephan Rausch, Director- After Sales, BMW Group India.
This was the first time that J.D Power Asia Pacific 2013 India Customer Service Index (CSI) Study, evaluated after-sales experience in two segregate segments. First segment is the luxury mass market wherein customers visiting authorized dealership service centre between first 12 to 24 months of ownership are asked to share their experience. There are five parameters; service quality; vehicle pick-up; service advisor; service facility; and service initiation based on which customer satisfaction is evaluated. Customer satisfaction is rated on the scale of 1000 points, BMW got the highest score of 892 beating the average 876. The German luxury car major scored highest points in the service advisor parameter.
Evaluations for the India Customer Service Index Study 2013 for the luxury segment have been done based on 238 vehicle owners who purchased their cars between May 2011 and August 2012. The study was conducted between the time period of May 2013 to August 2013.
