Maruti tops J D Power customer satisfaction index

Maruti tops J D Power customer satisfaction index

BS Reporter / Mumbai November 16, 2007

The country's single largest car manufacturer, Maruti Suzuki India (MSIL) has topped the J D Power Asia Pacific customer satisfaction index for 2007.

Maruti Suzuki leads the industry in customer satisfaction with a CSI score of 838 points on a 1,000-point scale and continues to set the industry benchmark in all measures of the CSI, a release stated.

The study, now in its 11th year, measures the overall satisfaction of vehicle owners who visited their authorized dealer/service center for maintenance or repair work during the first 12 to 18 months of ownership.

Overall satisfaction is determined by utilizing seven measures. They are problems experienced; service quality; user-friendly service; service advisor; service initiation; service delivery; and in-service experience.

"The steady improvement in industry-wide CSI performance during the previous three years reflects the success that many manufacturers have had in enhancing the customer experience at their dealerships