Maruti Suzuki has been a well-known brand in the automobile industry. They have attained this status with the constant efforts that the Maruti Suzuki team has been putting into their work to produce the best quality. This is one of the many reasons as to why, 2014 J.D. power CSI Report ranked Maruti Suzuki at the top in terms of Customer Satisfaction in India.
The Customer Satisfaction is not only judged by the after sales service, but also by various other factors including the quality of the produce that would ultimately cause the need of service. Maruti Suzuki has been meeting up the expectations of the people and breaking all the benchmarks laid down earlier in terms of quality. In the Customer Service Index (CSI) Study laid down by J.D. Power; Maruti Suzuki bagged the first rank followed by Honda and Hyundai, which made it to a tie for the second spot.
J.D. Powers have been making such studies for a long time now, making this study reach its 18th birthday! This study measures the satisfaction level of the car owners who have to knock the doors of a service centre for repairing purposes in the first 12 to 24 months of purchase of the car. The marks criterion is divided into five categories comprising of Service Quality, Vehicle Pick-Up, Service Advisor, Service Facility and Service Initiation.
The marking scale is a plane 1,000 marking system, in which, the company achieving the highest marks is the most satisfaction in terms of Customer Satisfaction. The list is usually prepared from the reviews that the people reaching the service centre within the first two years of buying their car have to provide to the surveying people. A chart is prepared according to the different categories as mentioned above, and the ranks are given accordingly. This makes it an efficient and great manner to rank the various companies based on their service centres.
