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J.D. Power 2018 India Customer Service Index (Mass Market)



Source.

I thought this was already shared (released in end October) and discussed.

Hyundai is above the competition (TATA!) by leaps and bounds :thumbs up

and Toyota below Industry Average :Shockked: .. How things change but i bet the perception still won't.

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Sharing the same for Sales Satisfaction for the year:-


Source

Sad to see the Top Manufacturer in sales not figuring in the Top for sales or service experience. And Honda? no premium'ness no more?
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Also, sharing below for the Luxury Segment. No Volvo / JLR / Lexus..etc in the pack yet.


Source

Overall Luxury scores are quite high as compared to Mass market, Points to good service levels all across.

I'm big on propriety and I want to be sure if J.D. Power Studies are as credible as we think they are ?

https://youtu.be/zKN5Wl4uTyY

I'll get to J.D Power in a bit, but I hope you realize, as many others do, that with Scotty Kilmer, it is as 80's an American mechanic as one can get. He laughs at ceramic coating, laughs at frequent oil changes, laughs at detailing treatments and believes in flogging the car for a quarter of a century.. hence his default favorite is a Toyota. Some of what he says makes no sense from modern car buyers and yet his restraint, utter stinginess and el-cheapo ways to resolve car troubles are so practical as well. His love for vintage, simple mechanical Toyotas is a bit nauseating though but that applies to all of 'Murica. His views are often very, very wrong and antiquated, its akin to hearing the slave-trading ethicalities today from a white supremist with a 50's mindset.

J.D Power has been given more importance than J.D Power is worth, thanks to buyers believing the car-makers advertisements on how they are J.D Power #1! and all that marketing fluff. In real-life you can buy a car that is ranked way lower in the scale and yet have a trouble-free experience and the opposite can be true as well.

However J.D Power is the closest one can get to analyze quality issues over a decent spread of similar-make cars, for they've spoken to several tens of thousands of car buyers, while that may amount to only 10% of the total buyer base, it still gives a decent indication of reliability in the IQS (Initial Quality Study) as the sample size is the largest in the industry.

JD Power: Suzuki Ertiga Design received the least number of complaints in its segment.


Link

2018 : India Quality Study

Maruti Suzuki Receives 5 Model-Level Awards for Initial Quality; Hyundai, Honda, Mahindra, Toyota and Volkswagen Each Receive One Award.

Maruti Suzuki's S Cross tops in the S/CUV segment!

Following are some of the key findings of the 2018 study:



Link

So as per the India Quality Study, Ciaz and Ertiga are below segment average while Baleno and Swift cuts it by a small margin. I was surprised to see Polo being the better one, anyways kudos to Polo. Details from JD power in the link below.

Link

This year’s JD Power CSI scores (which rates customers vehicle service experience) has big surprises this year. While Hyundai tops the chart; Maruti & Honda fare in the bottom 3! Tata’s score improves quite significantly and ranks 2nd too which is closely followed by M&M.

To be honest I have had better experience with TATA than Honda. All my issues for TATA Nexon were taken care and I have had very good experience in the last 2 service.

For Honda Brio, either they will push extra service which were not needed or give the least priority to Brio. They prefer City and Jazz as it gets them more revenue. I finally moved to a FNG post warranty expiration and servicing it there for the last 2.5 years.

Still many might brush-off your experience with Tata saying that you are lucky to get good service from Tata, and your experience with Honda is a one-off case. Good luck Tata, you are fighting not just to improve things but also against hardened opinions.

My close friend used to have a 2011 make Hyundai i10 but disposed it off within ~4 years due to severe rusting issues. Thought it as a one-off case and ignored it. Again went to Hyundai and bought i10-Grand, this time he had had bad service experiences with Hyundai, again sold it off due to bad after sales service. After two bad experiences with Hyundai he bought S-Cross facelift version and is happy with product and service as of now.

The reason is very simple for Maruti and Honda's demotion. They have stopped subscribing to JD Power surveys and have stopped participating in them. Hence the results.

Daihatsu tops J.D. Power Japan's 'quality' survey, Honda next, Suzuki beats Toyota!

A total of 20,797 respondents who had owned their new car for at least 2 to 13 months were asked to answer 221 questions about their ownership experience.

Vehicle quality is evaluated in 9 categories: infotainment; features, controls and displays; exterior; driving assistance; interior; powertrain; seats; driving experience; and climate. The study was fielded in May-June 2022.