Maruti tops JD Power customer satisfaction list

The country's largest car maker Maruti Suzuki India (MSI) has been ranked number one in customer satisfaction with after-sales services for the 11th consecutive year by market research firm JD Power.

According the a study by the JD Power, MSI received an overall Customer Satisfaction Index (CSI) score of 849 on a 1,000-point scale, well ahead of the industry average of 812 points.

"Maruti Suzuki ranks highest in customer satisfaction with dealer service in India for an 11th consecutive year," the report said.

It said that MSI scored well in all the deciding five parameters -- service quality, vehicle pick-up, service advisor, service facility and service initiation.

The erstwhile joint venture between Mahindra & Mahindra and French car maker Renault found place at the bottom of the list with 746 points.

Fiat and Honda got berths in second and third positions with 801 and 789 points, respectively.

JD Power also said that highly satisfied customers with overall service performance show more loyalty to both dealerships and the brand.

Commenting on the study and overall improvement by all car makers, JD Power Executive Director (Asia Pacific) Mohit Arora said: "The strong improvement in industry-wide CSI performance during the past year is reflective of the success that manufacturers in India had in enhancing the customer experience at their dealerships."

The study this year is based on responses from over 5,800 owners of more than 60 different models. It was conducted between May and August this year and includes customers, who had purchased their vehicles between May 2008 and August 2009.