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-   -   The "JD Power Study" Thread (https://www.team-bhp.com/forum/indian-car-scene/55358-jd-power-study-thread-8.html)

agree:

Thanks a lot for the information. :)

Amith

Interesting survey. I can understand Maruti topping the chart, but whats with Toyota being so low? I thought they had excellent service too.

This is certainly a great news for me because currently I own a SX4 and a Palio, so I can boast to own the number 1 and 2 brands in customer service. Just kidding :)

Like many others, I too am surprised to see some of the rankings. I think here we should differentiate between customer service and the repair quality. The service center may leave a good impression on a customer by a courteous service, polite and friendly staff, personal attention, punctual service, good facilities (including coffee/tea and cold-drinks offer while you wait) etc. This all will count in "customer service". But this does not necessarily mean that the repairs they do on your car are of great quality and the issues are fixed satisfactorily. We (I and my friends) had a few experiences (not naming the brand here; and actually on more than one brand) where the customer service was great, but they could not fix the problem in the car in several attempts.

Went to Prerana workshop today and saw a poster there showing Tata No.1 and Fiat No.2 in Bangalore. Maruti is way down at 8th position !!!

Oh! thats interesting to see that they have released city specific survey results, so now Fiat Buyers/Owners in Bangalore can expect some good service. But Maruti's rank in Bangalore so low is surprising.

Hi Rohan, Being a Fiat owner and having experienced TATA/FIAT service at 3 different dealerships over two years, I have to say I have found it satisfactory. Just to establish what I'm Comparing against, I've owned a Maruti Esteem before that and had it serviced and repaired at one of North India's best MASS centres, Raga Motors Near Paragpur, Jalandhar on NH1. They are very, very good. No grief at all in ten years of visiting them. In fact I now take my NHC to them at their other workshop.
On the other hand, the experience that friend of mine recently had at a Hyundai dealership, even before buying a car leaves me with serious doubt as to how they would treat a customer later on. Not saying you have not been getting good service or don't know what you are talking about, I'm certain you have good reason for the opinion you have. But don't go running TATA/FIAT down.

The JD Power CSI Index is out for India. Surprisingly, M&M has moved down 5 places from last year and TATA sits at Number 5, a very good growth. The other figures are as under:

Maruti Suzuki: 849

Industry Avg: 812

Fiat: 801

Honda: 789

Hyundai: 785

Tata: 779

Toyota: 777

Chevrolet: 771

Skoda: 770

Ford: 749

Mahindra: 747

Mahindra Renault: 746

Lets discuss the findings further.

Surprising no one(read Fiat) other than Maruti highlights this !!!
People from Tata and Fiat should highlight this.

I'm surprised Fiat has moved so high up!

Apart from Fiat's ranking, I think all the top 5-6 are expected to be there (and quite close!).

Can you mention the criteria for these rankings?

I have attached the .pdf from the JD Power and the TMH press release site.

Me too surprised to see Fiat up in that ladder and I think they should highlight this at their dealers or at least on the Fiat India website.

@libranof1987 i agree about the remaining manufacturers. they are there always.

Way to go Fiat.

Cheers!!

Surprised to see that Toyota comes lower than TATA.
Other big surprise is the rating that Mahindra has received.Considering the fact that they rule the non sedan market in India,that's a little surprising.Good to see FIAT right after Maruti

To quote from the pdf attached : "The study measures overall satisfaction by examining five factors (listed in order of importance): service quality; vehicle pickup; service advisor; service facility; and service initiation. Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating
higher satisfaction."

So, I guess the reason Fiat has moved up is it JV with Tata for sales and service. And probably Nano must have played a small part in why Tata is not there along with Fiat.

I personally have no clue about M&M, but I guess the 5 factors could explain why.

Note From TeamBHP support: Pasting content from a pdf or a rich text editor (like MS Word) results in [FONT],[COLOR] tags appearing in the post. The option is to use Notepad (or something similar) as an intermediate step or typing directly into the "reply" textbox on teambhp.

once upon a time Consumer reports was criticized that different cars which were otherwise identical, but sold under different brands got different ratings
Statistical problems of Consumer Reports auto ratings
And here we have Fiat at #2 , while tata ( who actually sells and services these fiats) is still low down. Are we measuring service quality or just perception?

It looks like FIAT name is only in Paper/Book not in People's Mind. The company is bleeding with low sell but getting high rank.
How ever now they can showcase this study report into their show room.