Do you feel JD power surveys are biased?

ritz830 · 13th December 2008, 23:28

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.

SirAlec · 14th December 2008, 00:10

these surveys are useless, just to fill magazine pages which in the first place are also baised.

aaggoswami · 14th December 2008, 00:33

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.

Latheesh · 14th December 2008, 03:25

No. I dont pay much attention to JD power studies/reports!

d3adlythegame · 14th December 2008, 08:48

they r only good to look at lol

.... how can ppl be more satisfied w/ skoda than a toyota? lol..

vasudeva · 14th December 2008, 12:06

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.

raj_5004 · 14th December 2008, 12:10

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.

blue_pulsar · 14th December 2008, 16:12

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.

amit · 14th December 2008, 16:16

Quote:

Originally Posted by ritz830

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.

greenhorn · 14th December 2008, 16:17

rippergeo's thread says it all
http://www.team-bhp.com/forum/indian...ty-survey.html

ritz830 · 14th December 2008, 17:17

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.

obed5579 · 15th December 2008, 11:02

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.

Tejas@perioimpl · 15th December 2008, 15:09

I think they need to make their sample size larger and more transparent in terms of criteria for selection of samples...

volkman10 · 31st August 2013, 17:24

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

Do you feel JD power surveys are biased?-j.dpowerasiapacific2013salessatisfactionindexssistudy.jpg

Cheers!

13th December 2008, 23:28	#1
ritz830 BHPian Join Date: Nov 2008 Location: chennai Posts: 355 Thanked: 4 Times	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.
	() Thanks

14th December 2008, 00:10	#2
SirAlec Senior - BHPian Join Date: Sep 2006 Location: zxc Posts: 3,395 Thanked: 727 Times	these surveys are useless, just to fill magazine pages which in the first place are also baised.
	() Thanks

14th December 2008, 00:33	#3
aaggoswami Senior - BHPian Join Date: May 2007 Location: Vadodara Posts: 4,987 Thanked: 2,965 Times	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.
	() Thanks

14th December 2008, 03:25	#4
Latheesh Senior - BHPian Join Date: Dec 2007 Location: CNN/BLR Posts: 4,280 Thanked: 10,246 Times	No. I dont pay much attention to JD power studies/reports!
	() Thanks

14th December 2008, 08:48	#5
d3adlythegame BHPian Join Date: Nov 2008 Location: new delhi Posts: 90 Thanked: Once	they r only good to look at lol .... how can ppl be more satisfied w/ skoda than a toyota? lol..
	() Thanks

14th December 2008, 12:06	#6
vasudeva Senior - BHPian Join Date: Mar 2007 Location: Delhi Posts: 2,223 Thanked: 212 Times	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.
	() Thanks

14th December 2008, 12:10	#7
raj_5004 Senior - BHPian Join Date: Jan 2008 Location: Dubai/Mumbai Posts: 5,239 Thanked: 3,145 Times	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.
	() Thanks

14th December 2008, 16:12	#8
blue_pulsar Senior - BHPian Join Date: Dec 2007 Location: Bangalore Posts: 1,114 Thanked: 406 Times	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.
	() Thanks

14th December 2008, 16:17	#10
greenhorn Senior - BHPian Join Date: Apr 2007 Location: KL-01 Posts: 7,845 Thanked: 4,765 Times View My Garage	rippergeo's thread says it all http://www.team-bhp.com/forum/indian...ty-survey.html
	() Thanks

14th December 2008, 17:17	#11
ritz830 BHPian Join Date: Nov 2008 Location: chennai Posts: 355 Thanked: 4 Times	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.
	() Thanks

15th December 2008, 11:02	#12
obed5579 BHPian Join Date: May 2007 Location: Chennai Posts: 49 Thanked: 7 Times	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.
	() Thanks

15th December 2008, 15:09	#13
Tejas@perioimpl Distinguished - BHPian Join Date: Sep 2008 Location: Bombay Posts: 4,428 Thanked: 9,690 Times View My Garage	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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31st August 2013, 17:24	#14
volkman10 Distinguished - BHPian Join Date: Dec 2010 Location: -- Posts: 24,275 Thanked: 71,973 Times View My Garage	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 . Cheers!
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