Chennai-based TVS Motor Co has topped customer satisfaction with after-sales service for two-wheelers, amid dealers in India facing significant competitive pressure from independent workshops, according to a study by market research and consulting firm JD Power.
The study, which measured customer satisfaction with the after-sales service experience at original equipment (OE) authorised service centre during the first 12-24 months of ownership, found Suzuki Motorcycle India at the second spot followed by Royal Enfield at third.
Two-wheeler market leader Hero MotoCorp was at the sixth spot, while homegrown rival Bajaj Auto was at the seventh place. The third and fourth spot were occupied by Japanese majors Honda and Yamaha respectively.
According to the study, at a scale of 1,000 points, TVS scored a total of 773 in the customer satisfaction index, while Suzuki scored 764 and Royal Enfield 758.
Yamaha scored 757 followed by Honda at 750, all above industry average of 748 points.
Hero MotoCorp scored 742 points, Bajaj Auto 738 and Mahindra 738, all below the industry average of customer satisfaction.
JD Power said two-wheeler dealers in India face significant competitive pressure from independent workshops, which are providing similar service work as the OE authorised network.
More than one in five two-wheeler customers indicate visiting an independent workshop during the warranty period, the study said.
"Given the high propensity of customers visiting independent workshops, it is critical for manufacturers and their authorised network to develop a differentiated service experience, thus providing a compelling reason for customers to revisit," JD Power Executive Director Mohit Arora said.
Significant opportunities for improvement exist related to key customer expectations of quality, cost and time, he added.
JD Power said its inaugural India two-wheeler customer satisfaction study was based on evaluations from 7,270 two-wheeler owners in 45 cities across India.
These owners purchased a new two-wheeler between November 2013 and March 2015 and had a service experience within three months of evaluation. It included over 75 two-wheeler models from different manufacturers.
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Reacting to the company ranking 3rd in the JD Power 2016 India customer service index study, Tata Motors President, Passenger Vehicle Business, Mayank Pareek said it is a proof of the company's consistently focused efforts towards customer service.
"Service is key in the automotive industry and makes a difference in the car buying decision too. We have worked hard on our service offerings last year...," he added.
The company had launched a slew of initiatives such as monsoon service and nationwide quarterly mega service camps along with other programmes to increase service levels and deliver vehicles within 90 minutes.
"Customers have recognised these efforts and are witnessing the change in the manner in which we engage with them at our touch points," Pareek added.
