JD power India-Suprise Suprise Skoda india tops

[rahul_intlad]

We have all been talking about the negatives of Skoda India but here's a pleasant suprise for Skoda customers,

Skoda has just topped the JD Power Asia Pacific 2007 India Sales Satisfaction Index StudySM released on Wednesday.

Sales satisfaction is generally based on six factors — delivery process, delivery timing, salesperson, dealer facility, paperwork and deal. Skoda performed particularly well in three categories, including delivery process, delivery timing and paperwork. Maruti Suzuki and Mahindra follow Skoda, respectively.

Am looking out for the detailed results will post them when I find them.The long waiting period thing has taken its toll on Maruti Suzuki India.

Source:
Skoda tops in JD Power rankings on sales, service- Hindustan Times

[rahul_intlad]

Tata is at the bottom,while suprisingly Honda is below the Industry average and is below chevrolet and ford even,Hyundai too has done badly.

Here's the list:

Skoda -> 797
Maruti Suzuki -> 790
Mahindra-> 789
Toyota -> 781
Chevrolet-> 780
Ford-> 780

Industry average-> 773
Honda-> 766
Hyundai-> 759
Tata-> 730

Source:
2007 India Sales Satisfaction Index Study | J.D. Power and Associates

[BUSA]

Well The reason why Skoda Won is

Sales satisfaction is generally based on six factors — delivery process, delivery timing, salesperson, dealer facility, paperwork and deal. Skoda performed particularly well in three categories, including delivery process, delivery timing and paperwork.

Not quite suprising considering it has nothing to do with A.S.S if it was A.S.S we were talking about then Skoda would be below industry standards and MUL would be leading.

[normally_crazy]

Originally Posted by BUSA

Not quite suprising considering it has nothing to do with A.S.S if it was A.S.S we were talking about then Skoda would be below industry standards and MUL would be leading.

It could be anyone , Busa. How can you be sure it would be MUL ? Past records? guess 2nd would be GM. ??

[dadu]

If in the SSI its at the bottom, I wonder how would they rank in ASSI ???

Hope they dont go into negatives

Originally Posted by rahul_intlad

Tata is at the bottom,while suprisingly

[mail4ajo]

And look at this on the CSI study:

India Customer Satisfaction Index (CSI) Study | J.D. Power and Associates

How does Maruti manage to do this year after year?? The industry average seems to be pushed up by Maruti's figures.......

Fiat, Mitsubishi and Opel have been ommited from this study.

[mail4ajo]

Originally Posted by dadu

If in the SSI its at the bottom, I wonder how would they rank in ASSI ???

Hope they dont go into negatives

They are indeed low, just above Tata on CSI study......

[ac 427]

Kudos to Skoda to get their act straight.

[GTO]

Well, good on Skoda to get top ranks on the delivery process. However, the real problem was after the delivery process. How is that working out?

[mail4ajo]

Originally Posted by GTO

Well, good on Skoda to get top ranks on the delivery process. However, the real problem was after the delivery process. How is that working out?

Skoda seems to be pulling up their socks. I see regular ads on print about a zero maintainence scheme they have launched.

It goes like this "if you thought skodas are expensive to manitain...opt for our zero maintainence blah......"

Luckily they have admitted the fact unlike others who tend to hide.

[iraghava]

Originally Posted by mail4ajo

Skoda seems to be pulling up their socks. I see regular ads on print about a zero maintainence scheme they have launched.

It goes like this "if you thought skodas are expensive to manitain...opt for our zero maintainence blah......"

Luckily they have admitted the fact unlike others who tend to hide.

Question is has anybody read the fine print on their Zero Maintenance scheme? In most occasions the fine print does contain some nasty surprises.

[deepakvrao]

Originally Posted by iraghava

Question is has anybody read the fine print on their Zero Maintenance scheme? In most occasions the fine print does contain some nasty surprises.

Nasty surprises? Like what?

[1100D]

Sales Satisfaction Survey, is not to be looked at very seriously. It doesn't matter to us when they greet us with a smile, knowing fully well that they are doing so because we are about to pay them.

[mail4ajo]

Originally Posted by deepakvrao

Nasty surprises? Like what?

For example, you can eligible if you run only "X" kms or something or you pay extra for this or this is not covered.....

Originally Posted by 1100D

Sales Satisfaction Survey, is not to be looked at very seriously. It doesn't matter to us when they greet us with a smile, knowing fully well that they are doing so because we are about to pay them.

Exactly. Its After sales and overall ownership satisfaction that matters. Another indicator is initial quality problems. TATA is known to have maximum number of initial quality problems per 100 cars. JD power tracks this as well.

[amit]

Originally Posted by mail4ajo

How does Maruti manage to do this year after year?? The industry average seems to be pushed up by Maruti's figures.......

Thats one question I'd like an answer to, too.

I went to Ratan Maruti at Chembur today to take a look at the SX4. The salesguy was totally clueless about the car. In fact, as soon as I told him I wanted some information about the SX4, he asks me to sit down, offers me coffee hands me a brochure and starts pricing the car! So I ask him if I can see the car first before we talk about prices. He sends someone else to take me for a test drive. When we start taking a look at the car the guy with me is as clueless about the car as the earlier guy. I take my chances and ask him what size engine the car has. The guy says and I quote him here, "It's in the brochure sir. Didn't you get it?!" I open the trunk and tell him its a pity the rear seats don't fold down. The guy says, "Sir, they do." I tell him to check it out and he actually opens the rear door and starts trying to see if the seats fold down! After I got back to the dealership after the test drive, the first guy that priced the car for me is nowhere to be seen and some other guys (3 of them to handle one customer!) start.........what else.....pricing the car! How about asking me how the car was?! And I am not even going to talk about the feeble handshakes I got when I left.

I am amazed Maruti tops customer satisfaction survey's year after year. Or is it that for Indians, good customer service is being addressed as sir and being offered coffee?