TVS Motor tops after sales customer satisfaction study

TVS Motor Company has topped in customer satisfaction with after-sales service for two-wheelers, according to a study by market research and consulting firm JD Power.

The study, which is based on evaluations from 6,153 two-wheeler owners in 45 cities across India, placed Honda Motorcycle & Scooter India (HMSI) at the second spot followed by Yamaha at the third position.

Two-wheeler market leader Hero MotoCorp was at the fourth spot, while Suzuki Motorcycle India was fifth followed by Bajaj Auto and Royal Enfield at sixth and seventh positions respectively.

The study, which was fielded from November 2018 to March 2019, measures customer satisfaction with the after-sales service experience at OEM-authorised service centers during the first 12-24 months of ownership.

JD Power said the the study found that 12 per cent of owners who went to an authorised service workshop did so for a specific repair, compared with 91 per cent who required a routine service only.

"As vehicle ownership increases, the proportion requiring repairs will further grow. Dealers who improve their process discipline and customer communication will benefit in terms of increased loyalty and recommendations," Two-Wheeler Industry Expert at J D Power said.