The "JD Power Study" Thread

Klub Class · 1st November 2010, 18:10

Quote:

Originally Posted by rajess_in

Yes! You did miss something!

Quote:

The Vehicle Dependability Study of cars is done for models sold atleast 3 years before. So, in case for 2010 it is for vehicles sold between July 2006 to October 2007.

We will never see a Polo, Xylo, Punto, Figo, Jazz, etc. in the Vehicle Dependability Study till 2012.

Thanks a lot for the information.

Amith

rjalihal · 1st November 2010, 18:31

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

Dr.AD · 1st November 2010, 18:50

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.

arunkk · 16th November 2010, 14:45

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 !!!

The "JD Power Study" Thread-16112010213.jpg

samsan02 · 17th November 2010, 12:45

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.

BluntInstrument · 1st December 2010, 13:12

Quote:

Originally Posted by rohan_iitr

I would like to know how these numbers are calculated.

Some of the ratings look ridiculous. There is no way in the world that Fiat can be ranked higher than Hyundai and Tata can be ranked higher than Toyota and Chevrolet.

I don't trust these stupid ratings.

Rohan

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.

n.devdath · 3rd December 2010, 14:39

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.

madhukar_n · 3rd December 2010, 14:57

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

libranof1987 · 3rd December 2010, 15:04

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?

n.devdath · 3rd December 2010, 15:09

Quote:

Originally Posted by libranof1987

Can you mention the criteria for these rankings?

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

h@r$h@l · 3rd December 2010, 15:33

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!!

hallik9 · 3rd December 2010, 15:43

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

libranof1987 · 3rd December 2010, 16:25

Quote:

Originally Posted by hallik9

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

Quote:

Originally Posted by h@r$h@l

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!!

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.

greenhorn · 3rd December 2010, 17:08

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?

Sowmya · 3rd December 2010, 17:28

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.

1st November 2010, 18:31	#107
rjalihal BHPian Join Date: Dec 2008 Location: Bangalore Posts: 714 Thanked: 103 Times	Interesting survey. I can understand Maruti topping the chart, but whats with Toyota being so low? I thought they had excellent service too.
	() Thanks

1st November 2010, 18:50	#108
Dr.AD Distinguished - BHPian Join Date: Apr 2010 Location: Bangalore/Pune Posts: 2,003 Thanked: 22,782 Times	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.
	() Thanks

16th November 2010, 14:45	#109
arunkk BHPian Join Date: Nov 2005 Location: Bangalore Posts: 186 Thanked: 42 Times	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 !!!
	() Thanks

17th November 2010, 12:45	#110
samsan02 BHPian Join Date: Oct 2009 Location: Bangalore Posts: 411 Thanked: 22 Times	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.
	() Thanks

3rd December 2010, 14:39	#112
n.devdath BANNED Join Date: Jun 2009 Location: Bangalore Posts: 4,287 Thanked: 2,816 Times	JD Power 2010 CSI Study India. 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.
	() Thanks

3rd December 2010, 14:57	#113
madhukar_n BHPian Join Date: Apr 2007 Location: Bangalore Posts: 395 Thanked: 180 Times	Surprising no one(read Fiat) other than Maruti highlights this !!! People from Tata and Fiat should highlight this.
	() Thanks

3rd December 2010, 15:04	#114
libranof1987 Team-BHP Support Join Date: Sep 2010 Location: All over! Posts: 8,196 Thanked: 20,623 Times	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?
	() Thanks

3rd December 2010, 15:33	#116
h@r$h@l Senior - BHPian Join Date: Nov 2008 Location: Melbourne, Aus Posts: 1,450 Thanked: 743 Times	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!!
	() Thanks

3rd December 2010, 15:43	#117
hallik9 BHPian Join Date: Sep 2005 Location: Bangalore Posts: 183 Thanked: 29 Times	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
	() Thanks

3rd December 2010, 17:08	#119
greenhorn BANNED Join Date: Apr 2007 Location: KL-01 Posts: 7,878 Thanked: 4,910 Times View My Garage	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?
	() Thanks

3rd December 2010, 17:28	#120
Sowmya BHPian Join Date: May 2007 Location: Bangalore Posts: 493 Thanked: 19 Times View My Garage	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.
	() Thanks