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Old 13th December 2008, 23:28   #1
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Default Do you feel JD power surveys are biased?

Do you think the customer satisfaction studies done by JD power is biased or not done to perfection?

Consider Mahindra and Tata. Both have tie-ups with Renault & Fiat respectively. The below picture released by JD power shows Mahindra and Renault separately. But in case of Tata and Fiat its been combined.
We all know Fiat has problems with importing goods and after sales sevice. But I dont feel Tata after sales service for its ingenious cars are so poor to deserve the last spot.

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Old 14th December 2008, 00:10   #2
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these surveys are useless, just to fill magazine pages which in the first place are also baised.
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Old 14th December 2008, 00:33   #3
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Yes, they are not everything. Good on paper, but what matters is are you getting proper A.S & S. and dealer experience along with good product quality ?

These surveys mostly are conducted in " Megacities " and smaller places like my city are not included. We are not satisfied with Kiran motors, but are satisfied with Baleno. But we were not part of sample data. If the survery is conducted of atleast one month sales of cars, ( approx 1 lakh cars ) for over a year and then the results would be real life.
IMO, these surverys are good for show and just form, not function.
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Old 14th December 2008, 03:25   #4
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No. I dont pay much attention to JD power studies/reports!
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Old 14th December 2008, 08:48   #5
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they r only good to look at lol .... how can ppl be more satisfied w/ skoda than a toyota? lol..
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Old 14th December 2008, 12:06   #6
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The surveys are for public consumption and based on a sample. JD Power also does a lot of consultancy work, a lot of which is excellent. Bottomline: neither treat these surveys as useless, or take them as the holy grail.

One important thing is that customer satisfaction is relative and based on what you have paid for the car. An 800 owner may be OK with the service for 800 (reasonable but not highly personalised). Expectations of level of service is dependent on the price paid. Thus an E-class owner would expect something of a very high order.

Last edited by vasudeva : 14th December 2008 at 12:09.
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Old 14th December 2008, 12:10   #7
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i dont feel they are biased at all. yes, the fact about tata and mahindra which you pointed out is indeed valid, but still i feel the survey is reliable.

btw, very suprised to see mahindra scoring better than honda and toyota.
not at all suprised to see tata at the bottom.
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Old 14th December 2008, 16:12   #8
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It cannot be totally useless. But the sample they take matters. IMO, the sample should be larger and evenly spread across all parts of India.

But its how you take it. There might be a place where a Tata dealership might be better than a Maruti dealership. You have to keep in mind that this is the average of the sample data they took for their study. There might be some one-off cases too. For e.g. Consider 10 showrooms. Lets say 9 showrooms average to 850 (9*850 = 7650). Even if the 10th showroom scores 550, the average will come to 820. (7650+550)/10=820. The one that scored 550 is a one-off case. If you happen to get your car serviced at that station, you are highly dis-satisfied. But the test as such is correct.
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Old 14th December 2008, 16:16   #9
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Quote:
Originally Posted by ritz830 View Post
But I dont feel Tata after sales service for its ingenious cars are so poor to deserve the last spot.
Tata, even before the Fiat tie up, used to compete fiercely with the Italian car maker for the last spot in these survey's. Besides, looking at Fiat sales, I wonder how much of an impact they could have had in pulling down Tata's rankings.
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Old 14th December 2008, 16:17   #10
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rippergeo's thread says it all
http://www.team-bhp.com/forum/indian...ty-survey.html (My experience with JD Power Quality survey)
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Old 14th December 2008, 17:17   #11
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Well, I really dont mind about the sample size of the survey.

The problem is they combined both Tata & Fiat, while keeping Mahindra and Renault separate. I live in chennai and till date I only hear that Tata service is good and quick from Tata indica owners.

Usually, such big international organization do not make such big mistakes. I take this as plain biased results and nothing to do with sample size.

Last edited by ritz830 : 14th December 2008 at 17:20.
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Old 15th December 2008, 11:02   #12
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My guess is that for Tata cars JD Power survey team is surveying taxi driver and not the inidividuals who can give a honest feedback. I have friends working in office who will vouch that Tata's Service is vaslty impoved and better than Ford, HM (mitsubushi), skoda and mahindra.
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Old 15th December 2008, 15:09   #13
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I think they need to make their sample size larger and more transparent in terms of criteria for selection of samples...
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Old 31st August 2013, 17:24   #14
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Default Re: Do you feel JD power surveys are biased?

Honda & Maruti top 2013 J.D Power Sales Satisfaction Study. Fiat and Ford at the bottom .

Name:  J.DPowerAsiaPacific2013SalesSatisfactionIndexSSIStudy.jpg
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Cheers!
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