The "JD Power Study" Thread

arunkk · 29th October 2010, 15:07

Very confusing terminologies for these indexes. Can someone throw more light on what are all these?

UKR · 29th October 2010, 15:14

There are no surprises from Fiat on the rankings as far as I am concerned because I for one have got service from Fiat which is anyday far better than Maruti and Ford(which I have experienced personally on criteria of spares availability, pricing and service). Now only if the higher ups at Fiat was intelligent enough to use this positive result to some good use...

anonymous · 29th October 2010, 15:15

Quote:

Originally Posted by arunkk

I gave 10 over there and they asked me to provide the same rating when Fiat guys call me. Later when Fiat people called for feedback, I gave a rating of 9.
After giving this response, the Tata service centre people called me and apologized for the delay and explained me the cause of it. I think they are really after Tata for giving a better service for Fiat cars.
Anyways its good to hear this and way to go Fiat..

Well the same happens with Tata Customers as well.

crazyro · 29th October 2010, 15:25

Quote:

Originally Posted by arunkk

Very confusing terminologies for these indexes. Can someone throw more light on what are all these?

Customer Service Index looks at the following factors

Overall Service Satisfaction
Service Initiation
Service Advisor
Service Facility
Vehicle Pickup
Service Quality

Sales Satisfaction Index takes into account the following

Overall Experience
Dealership Facility
Salesperson
Paperwork/Finance
Delivery Process
Price

Auto freak · 29th October 2010, 15:54

This is great going by FIAT!
The results only reflect the dedicated hardwork at FIAT India's A.S.S team to shatter the poor image stuck with their brand!
Now lets hope FIAT India puts these results to good use. Expecting a full page ad on tomorrow's newspaper

typeOnegative · 29th October 2010, 16:06

Quote:

Originally Posted by Auto freak

Now lets hope FIAT India puts these results to good use. Expecting a full page ad on tomorrow's newspaper

There is something in today's Mint. But this is for the satisfaction survey carried out by Hindustan Times and covered Customer Satisfaction. Surprisingly the ANHC was missing from the list.

There should be something out about the JD Power survey. Should help Diwali sales at the very least.

amoghchaphalkar · 29th October 2010, 18:12

these numbers will make sense only if the underlying calculations are revealed. Till then I won't read much into this.

Are the sample sizes for all manufacturers, given the huge skew in sales figures, same ? I bet not.

J D Power keeps on releasing such figures. These numbers don't make or break a manufacturer and NEVER reflect in sales figures.

Pri2 · 29th October 2010, 18:30

Wow!, this is surprising. How did Fiat manage to get to the #2 spot?? Tata has been trying its best to scare away Fiat customers from sales and service.

StarrySky · 29th October 2010, 19:01

Quote:

Originally Posted by Auto freak

Now lets hope FIAT India puts these results to good use. Expecting a full page ad on tomorrow's newspaper

I got an SMS just now:
"Fiat is ranked no.2 in JD Power Customer Satisfaction Survey (CSI) 2010. We remain committed to serve you better".

That was faster than I thought!

Saurabh M · 29th October 2010, 19:21

Stunning results for Fiat!! I had owned a Palio for 3 years and it was an absolutely hassle-free ownership. Kudos to the Fiat management.

Its surprising to see Toyota down there and Skoda above Ford.

vipul_singh · 29th October 2010, 19:44

Quote:

Originally Posted by StarrySky

I got an SMS just now:
"Fiat is ranked no.2 in JD Power Customer Satisfaction Survey (CSI) 2010. We remain committed to serve you better".

That was faster than I thought!

The funnier part is that the sender of the message (at least in my case) was "TD - TATAMOTR"!

avishar · 29th October 2010, 20:55

After reading through the thread looks like Fiat getting the 2 spot did not come as much of a surprise to Fiat owners,who have for the majority of times got service.Infact its non-owners who are more sceptical about the results.
Kudos to Fiat for trying to get there act right,and i hope they keep up the good work.

vineethvazhayil · 29th October 2010, 21:04

My biggest observation from this is that Maruti is the only above average performer, and due to their sheer numbers, they are pulling the average up. So if you don't own a Maruti, your service quality is below average!

vineethvazhayil · 29th October 2010, 21:06

Quote:

Originally Posted by mgh

Something is wrong with the so called industry average. If it is 812, how come only Maruti is higher than average that too marginally? Methinks J.D.Power should first learn the basics of statistics before coming out with their so-called surveys.

I have very similar doubts too. Since their methodology is not public information, I have big reservations on what they did to come up with these numbers.

drdeepudev · 29th October 2010, 22:07

Way to go Fiat. I'm one happy fiat customer. Glad to say that I have got better service satisfaction for fiat than Maruti (we own both). I feel both Tata motors and Fiat is improving.

29th October 2010, 15:07	#76
arunkk BHPian Join Date: Nov 2005 Location: Bangalore Posts: 186 Thanked: 42 Times	Very confusing terminologies for these indexes. Can someone throw more light on what are all these?
	() Thanks

29th October 2010, 15:14	#77
UKR BHPian Join Date: Aug 2009 Location: Trivandrum/Bangalore Posts: 90 Thanked: 2 Times View My Garage	There are no surprises from Fiat on the rankings as far as I am concerned because I for one have got service from Fiat which is anyday far better than Maruti and Ford(which I have experienced personally on criteria of spares availability, pricing and service). Now only if the higher ups at Fiat was intelligent enough to use this positive result to some good use...
	() Thanks

29th October 2010, 15:54	#80
Auto freak BHPian Join Date: Jan 2008 Location: Chennai Posts: 316 Thanked: 358 Times View My Garage	This is great going by FIAT! The results only reflect the dedicated hardwork at FIAT India's A.S.S team to shatter the poor image stuck with their brand! Now lets hope FIAT India puts these results to good use. Expecting a full page ad on tomorrow's newspaper
	() Thanks

29th October 2010, 18:12	#82
amoghchaphalkar BHPian Join Date: May 2009 Location: Pune Posts: 640 Thanked: 718 Times	these numbers will make sense only if the underlying calculations are revealed. Till then I won't read much into this. Are the sample sizes for all manufacturers, given the huge skew in sales figures, same ? I bet not. J D Power keeps on releasing such figures. These numbers don't make or break a manufacturer and NEVER reflect in sales figures.
	() Thanks

29th October 2010, 18:30	#83
Pri2 BHPian Join Date: May 2009 Location: Bangalore / Mangalore Posts: 217 Thanked: 198 Times View My Garage	Wow!, this is surprising. How did Fiat manage to get to the #2 spot?? Tata has been trying its best to scare away Fiat customers from sales and service.
	() Thanks

29th October 2010, 19:21	#85
Saurabh M BHPian Join Date: Feb 2007 Location: CCU & Ontario Posts: 610 Thanked: 159 Times View My Garage	Stunning results for Fiat!! I had owned a Palio for 3 years and it was an absolutely hassle-free ownership. Kudos to the Fiat management. Its surprising to see Toyota down there and Skoda above Ford.
	() Thanks

29th October 2010, 20:55	#87
avishar Senior - BHPian Join Date: Oct 2008 Location: kolkata/bangalore,india Posts: 2,907 Thanked: 4,237 Times	After reading through the thread looks like Fiat getting the 2 spot did not come as much of a surprise to Fiat owners,who have for the majority of times got service.Infact its non-owners who are more sceptical about the results. Kudos to Fiat for trying to get there act right,and i hope they keep up the good work.
	() Thanks

29th October 2010, 21:04	#88
vineethvazhayil Senior - BHPian Join Date: Apr 2007 Location: Chicagoland Posts: 1,514 Thanked: 459 Times View My Garage	My biggest observation from this is that Maruti is the only above average performer, and due to their sheer numbers, they are pulling the average up. So if you don't own a Maruti, your service quality is below average!
	() Thanks

29th October 2010, 22:07	#90
drdeepudev BHPian Join Date: Dec 2009 Location: Alleppey, Kerala Posts: 230 Thanked: 57 Times	Way to go Fiat. I'm one happy fiat customer. Glad to say that I have got better service satisfaction for fiat than Maruti (we own both). I feel both Tata motors and Fiat is improving.
	() Thanks