[keeprevving]

I own a 2012 iVtec Honda City. My sparingly used (11,000kms) car now has both rear suspension replaced (under warranty), due to some manufacturing defect. No other problems though. Build quality is no where near German or Italian standards.

Mod Note : Please do NOT use acronyms (e.g. ANHC, T-Fort, ANHV) when referring to cars. You are ONLY permitted to use the full Make & Model name for cars. This will make our content useful, searchable & easy-to-understand for experts & newbies alike.

Any further usage of acronyms will invite Moderator action on your account.

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[a4anurag]

This thread shall contain data based on the 2015 J. D. Power study.

I'll be putting the key findings of each study done:

1. India Vehicle Dependability (VDS) Study;
   
   
2. India Sales Satisfaction Index (SSI) Study;
   
   
3. India Dealer Satisfaction with Automotive Manufacturers Index (DSWAMI) Study;
   
   
4. India Original Equipment Tire Customer Satisfaction Index (TCSI) Study;
   
   
5. India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) Study;
   
   
6. India Two-Wheeler Initial Quality Study (2WIQS) Study.

SOURCES:

VDS Study

SSI Study

DSWAMI Study

TCSI Study

2WAPEAL Study

2WIQS Study

[a4anurag]

Newer Models Propel Improvements in Long-Term Vehicle Dependability in India (VDS)

Honda, Maruti Suzuki and Toyota Each Receive Two Model-Level Awards

New model launches propel improvements in long-term vehicle dependability in India as owners of these models report fewer problems than owners of existing or continuing models, according to the J.D. Power Asia Pacific 2015 India Vehicle Dependability Study.

The study, now in its eighth year, measures problems experienced by original owners of 30- to 42-month-old vehicles in 169 different problem symptoms across nine vehicle categories:

1. Vehicle exterior;
2. Driving experience;
3. Features, Controls and Displays (FCD);
4. Audio and Entertainment;
5. Seats;
6. Heating, Ventilation and Air Conditioning (HVAC);
7. Vehicle interior;
8. Engine and
9. Transmission.

Overall dependability is based on the number of problems reported per 100 vehicles (PP100), with a lower score reflecting higher long-term vehicle quality.

“Improvements in styling, material usage and build quality on models that were newly introduced at the time of purchase are helping enhance perceptions of durability with respect to vehicle exterior,” said Mohit Arora, executive director at J.D. Power Asia Pacific, Singapore. “Additionally, with improved engine technologies that provide better fuel efficiencies, car owners are reporting fewer engine-related problems.”

“With the increase in second- and third-row occupancy, it is imperative for automakers to provide a reliable HVAC unit that optimizes the air-conditioning effectiveness for all the occupants.”

KEY FINDINGS

• The 28 percent of owners whose vehicle is under an extended warranty or service contract report fewer problems than those whose vehicle is not under an extended warranty or service contract (192 PP100 vs. 211 PP100, respectively).
  
• In 2015, 34 percent of owners indicate their vehicle has undergone repairs for unexpected problems, down from 37 percent in 2014. Owners who experience unexpected repairs report a significantly higher number of problems than those who do not (360 PP100 vs. 127 PP100, respectively).
  
• Among owners who indicate they have not experienced a problem with their vehicle, 74 percent say they “definitely would” recommend their current model to others and 52 percent say they “definitely will” repurchase their current make. In contrast, advocacy declines to 53 percent among those who experience at least one problem with their vehicle and loyalty drops to 37 percent.

2015 India VDS Rankings

• The study includes 65 models in 13 vehicle segments
  
• Honda, Maruti Suzuki and Toyota each have two models that rank highest in their respective segments.
  
• Honda Brio ranks highest in the upper compact segment and the Honda City ranks highest in the midsize segment.
  
• Maruti Suzuki Alto ranks highest in the compact car segment, while the Toyota Etios ranks highest in the entry midsize segment.
  
• Maruti Suzuki Ertiga and Toyota Innova rank highest in a tie in the MUV/ MPV segment.
  
• Volkswagen Polo ranks highest in the premium compact segment and the Mahindra Scorpio ranks highest in the SUV segment.

The 2015 India Vehicle Dependability Study (VDS) is based on evaluations from 8,507 original owners who purchased a new vehicle between July 2011 and September 2012. The study includes 65 models covering 16 nameplates and was fielded from January through April 2015 in 30 cities across India. The VDS is one of two J.D. Power Asia Pacific automotive quality studies for the India market. The 2015 India Initial Quality Study (IQS), which measures problems of new vehicles at 2 to 6 months of ownership, will be published in November.

[a4anurag]

Greater Focus on Maximizing Sales Conversions Impact Customer Satisfaction with the Purchase Experience at Dealerships in India (SSI)

Mahindra and Toyota Rank Highest in a Tie in Sales Satisfaction among Mass Market Brands in India

As shopping traffic for new vehicles has increased at showrooms in India, dealers have focused on maximizing sales conversions rather than providing a satisfying customer purchase experience, according to the J.D. Power Asia Pacific 2015 India Sales Satisfaction Index (SSI) Study. The study examines seven factors that contribute to new-vehicle owners’ overall satisfaction with their sales experience (listed in order of importance):

• Delivery process,
• Delivery timing, salesperson,
• Sales initiation, dealer facility,
• Paperwork and
• Deal.

Satisfaction is calculated on a 1,000-point scale.

KEY FINDINGS

• Satisfaction with the delivery process and delivery timing declines the most year over year, dropping by 9 points in each factor.
  
• The average time for vehicle delivery has increased to 11 days after booking in 2015 from 9 days in 2014. Shoppers expect to be shown the same model variant that they intend to purchase. Currently, non-compliance on this aspect of the purchase process is 16 percent in the market in India, resulting in a 40-point decline in overall satisfaction.
  
• More than one-third (39%) of new-vehicle owners visited showrooms at least three times during their shopping process, up by 4 percent from 2014. Satisfaction among these owners is 25 points lower than among those who visited showrooms two or fewer times.
  
• Among new-vehicle owners who are highly satisfied with their purchase experience (sales satisfaction scores 922 and above), 82 percent say they “definitely will” recommend their purchase dealer to family and friends and 74 percent say they “definitely will” purchase the same vehicle make in the future. Conversely, only 41 percent of highly dissatisfied owners (scores 801 and below) say they “definitely will” recommend their purchase dealer to family and friends and 37 percent say they “definitely will” repurchase the same brand.

Study Rankings

• Toyota and Mahindra rank highest, in a tie, with a score of 872 each. Toyota performs particularly well in the sales initiation factor and Mahindra performs highest in the paperwork factor.
  
• The 2015 India Sales Satisfaction Index (SSI) Study is based on responses from more than 7,895 new-vehicle owners who purchased their vehicle between September 2014 and April 2015, and includes evaluations of more than 75 models within the mass market segment. The study was fielded from March to July 2015.

[a4anurag]

Dealer Optimism Increases in India as Passenger Car Sales Improve (DSWAMI)

Toyota Ranks Highest in Dealer Satisfaction with Automotive Manufacturers

The study finds that 56 percent of dealers in India estimate that their financial performance in fiscal year 2015 will improve, compared with fiscal year 2014. In the 2014 study, only 46 percent of dealers indicated that their financial performance will be better than last year.

Now in its fifth year, the study measures dealer satisfaction with vehicle manufacturers or importers in India and identifies dealer attitudes regarding the automotive retail business.

Overall dealer satisfaction is determined by examining nine factors:

1. Marketing and Sales activities;
2. Product;
3. Vehicle ordering and Delivery;
4. Sales team;
5. Parts;
6. Warranty claims;
7. After-Sales Team;
8. Training and
9. Support from the Manufacturer.

KEY FINDINGS

• Overall dealer satisfaction with automotive manufacturers averages 826 points on a 1,000-point scale in 2015, down from 827 in 2014. Satisfaction improves across five of the nine study factors, most notably in parts, after-sales team and warranty claims.
  
• In 2015, parts satisfaction improves more than any other factor year over year, with 83 percent of dealers indicating they received parts within 15 days of ordering, which is the highest percentage since 2012.
  
• Product satisfaction, including the variety of models to meet market needs and frequency of product updates, declines the most (-14 points). More than one-fourth (27%) of dealers indicate their manufacturer does not adequately support them in introducing new models/ variants. Additionally, 24 percent of the dealers indicate their automaker does not have the range of vehicles to compete effectively in the market, an increase of 5 percentage points from 2014.
  
• The top four ranked makes—Toyota, Maruti Suzuki, Honda and Hyundai— also have the highest proportion of dealers who are expecting to make a profit this year.

Study Rankings

• Toyota ranks highest in dealer satisfaction, with a score of 919, outperforming other brands in eight of nine study factors.
  
• Maruti Suzuki ranks second with a score of 885, followed by Honda at 884. Nissan (756) improves overall by a substantial 63 points, while Hyundai (883) improves by 25 points in 2015.

The 2015 India DSWAMI Study is based on responses from 734 dealer principals or dealership general managers located in more than 250 cities throughout India. The study was conducted in association with the Federation of Automobile Dealers Associations (FADA) and was fielded between January and March 2015.

[a4anurag]

Sharp Reduction in Number of Customer-Reported Problems with Original Equipment Tires Over Past Five Years in India (TCSI)

JK Tyre Ranks Highest in Customer Satisfaction with Original Equipment Tires

There has been a significant reduction in customer-reported problems with original equipment (OE) fitted tires during the past five years in India, indicating improvement in the quality of OE fitted tires, according to the J.D. Power Asia Pacific 2015 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study.

The study, now in its 15th year, measures satisfaction among original equipment tire owners during the first 12 to 24 months of ownership across four factors (listed in order of importance):

1. Appearance (870 on a 1,000-point scale);
2. Ride (869);
3. Durability (866) and
4. Traction / Handling (866).

The overall incidence of problems cited by customers has dropped significantly to 9 percent in 2015 from 18 percent in 2010. That decline is primarily due to a notable reduction in the percentage of reported problems with frequent punctures—the most commonly cited problem—to 57 percent from 77 percent in 2010.

“With the continuous quality and performance improvement of OE fitted tires over the past five years, customers are increasingly satisfied,” said Mohit Arora, executive director, J.D. Power Asia Pacific.

KEY FINDINGS

• Overall OE tire customer satisfaction averages 868, which is a 24-point increase from 2014. Satisfaction improves across all four factors year over year, most notably in the durability factor (+26 points).
  
• Tire brand remains the most influential reason for customers when selecting new tires (51%). Customers are increasingly placing importance on tire design and styling. Overall, 27 percent of customers cite tire design and styling as a reason for selecting a brand, which increases to 30 percent of mid-size car owners.
  
• Across vehicle segments, 24 percent of small car owners and 22 percent of utility car owners say they are “delighted” with their tire’s performance in terms of fuel economy, compared with just 18 percent of mid-size car owners who say the same.
  
• Owners who are highly satisfied (overall satisfaction scores of 948-1,000) with their original tires are more likely to recommend their tire brand, with 78 percent of these customers saying they "definitely would" recommend their tire brand. Among customers who are less satisfied (scores of 808 and below), only 41 percent say they "definitely would" recommend their tire brand.
  
• Although quality continues to improve, 30 percent of customers in India indicate they ignore servicing their tires.

Study Rankings

• JK Tyre ranks highest in overall customer satisfaction with a score of 881 points. JK Tyre performs particularly well in the appearance (882) and ride (886) factors. MRF ranks second with a score of 876.

The 2015 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study is based on 4,079 responses from new-vehicle owners who purchased their vehicle between May 2012 and August 2013. The study was fielded between May and August 2014.

[a4anurag]

Influencers of Product Performance Satisfaction Differ Sharply across Two-Wheeler Segments (2WAPEAL)

Hero, Honda, TVS and Yamaha Each Receive Model-Level Awards for Two-Wheeler APEAL

The India Two-Wheeler APEAL Study, which serves as the industry benchmark for new two-wheeler appeal, measures how gratifying a new two-wheeler is to own and ride based on owner evaluations during the first two to six months of ownership. The study examines 33 attributes across six performance categories:

1. Seats;
2. Looks and styling;
3. Control switches / locks;
4. Engine and transmission performance;
5. Fuel economy and
6. Ride and handling.

Overall APEAL performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

The two-wheeler models in this study are classified into scooters and motorcycles. Scooters include two model segments: economy and executive. Motorcycles include five model segments: economy, executive, upper executive, premium and premium plus.

“There are different drivers of performance satisfaction in each product segment, and each product segment appeals to a specific demographic,” said Mohit Arora, executive director, J.D. Power Asia Pacific.

Study Rankings

• Award recipient segments include executive scooters; economy motorcycles; executive motorcycles, upper executive motorcycles; and premium motorcycles.
  
• Yamaha Ray/Ray Z (859) ranks highest in the executive model segment for scooters and performs particularly well in the seats and ride and handling categories.
  
• TVS Sport (861) ranks highest in the economy model segment for motorcycles, performing well in the control switches/ locks and ride and handling categories.
  
• In the executive model segment, Hero Super Splendor and Honda CB Shine rank highest in a tie (848 each), with both models performing particularly
• well in the ride and handling category.
  
• Honda CB Unicorn and Yamaha FZ rank highest in a tie (857 each) in the upper executive model segment for motorcycles, with both models performing particularly well in the engine and transmission performance category.
  
• TVS Apache RTR 180 (877) ranks highest in the premium segment, performing well in the engine and transmission performance and ride and handling categories.

KEY FINDINGS

• The overall two-wheeler APEAL score averages 848. APEAL scores average 844 for scooters and 849 for motorcycles.
  
• There is a strong correlation between APEAL scores and brand loyalty and advocacy. Among highly satisfied owners (overall satisfaction of 926 points or higher), 75 percent say they “definitely would” recommend their two-wheeler to a friend or relative.
  
• Majority (80%) of two-wheeler owners are first-time buyers. Product performance satisfaction among first time buyers is 11 points higher than among repeat buyers (850 vs. 839) with the biggest gap in the fuel economy category. Nearly one-fourth (21%) of first-time buyers indicate that average fuel consumption on their two-wheeler was “less than expected”, while 29 percent of repeat buyers indicate the same.
  
• The overall initial quality of a two-wheeler has a strong bearing on the overall APEAL score.
  
• Satisfaction among two-wheeler owners who are “delighted” (providing a rating of 10 on a 10-point scale) with initial quality is higher than among those who are “disappointed” (ratings of 1 to 5) (922 vs. 714, respectively).
  
• Proactive communication with owners by dealers positively impacts overall APEAL satisfaction.
  
• Overall satisfaction among owners who receive information from their dealer about their two-wheeler during delivery averages 859, compared with 819 among those who do not receive such information.

The 2015 India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) Study is based on evaluations from 10,283 vehicle owners who purchased a new vehicle between March 2014 and October 2014. The study includes 81 two-wheeler models from nine makes. The study was fielded from September 2014 to December 2014 in 45 cities across India.

[a4anurag]

Two-Wheeler Owners in India Report High Incidence of Initial Quality Problems with Engine, Fit and Finish, Electricals and Brakes (2WIQS)

Bajaj, Hero, TVS and Yamaha Each Receive Model-Level Awards for Two-Wheeler Initial Quality

Nearly three-fourths (70%) of initial quality problems reported by two-wheeler owners in India are experienced in the engine, fit and finish, lights/electricals and brakes categories, according to the inaugural J.D. Power 2015 India Two-Wheeler Initial Quality Study (2WIQS) Study.

The study measures problems owners experience with their new two-wheeler during the first two to six months of ownership. It examines 138 problem symptoms covering seven two-wheeler problem categories (listed in order of frequency of reported problems):

1. Engine;
2. Brakes;
3. Lights/Electrical;
4. Fit and Finish;
5. Ride and Handling;
6. Transmission and
7. Gauges and Controls.

All problems are summarized as the number of problems per 100 vehicles (PP100). Lower PP100 scores indicate a lower rate of problem incidence and therefore higher initial quality.

>> “Many reported problems impact vehicle usage and varied driving conditions. Therefore, OEMs need to focus on these issues to improve performance quality and enhance vehicle safety and visibility,” said Mohit Arora, executive director, J.D. Power Asia Pacific. “The Two-Wheeler Initial Quality Study provides the industry with key information about customer expectations and establishes a benchmark to measure performance against the competition.”

>> The most frequently cited problem symptoms include excessive fuel consumption, engine is hard to start, lights not bright enough – headlight, brakes are ineffective/ don’t have enough stopping power, and brakes are too sensitive.

>> The study finds that 80 percent of two-wheeler owners use their vehicle for daily commuting, averaging about 40 kilometers per day. Given this high usage, nearly one-third (27%) of two-wheeler owners have reported mileage / fuel economy as the top main reason to purchase a new two-wheeler.

KEY FINDINGS

• For Scooters, overall initial quality averages 150 PP100. Engine (44 PP100) and brakes (28 PP100) are the top two reported problem categories. The top three reported problem symptoms include engine
• hard to start—electric start (7.7 PP100); excessive fuel consumption (7.6 PP100); and engine hard to start—first start of the day (6.5 PP100).
  
• For Motorcycles, overall initial quality is 173 PP100. Engine (44 PP100), electrical and light (27 PP100), and fit and finish (26 PP100) contribute to 50 percent of initial quality problems reported by motorcycle owners. The top reported problem symptoms include gears are noisy (7.1 PP100); lights not bright enough—headlight (6.6 PP100); and excessive fuel consumption (6.0 PP100).
  
• Receiving an explanation of the operation and benefits of vehicle features improves initial quality perceptions among two-wheeler owners. The number of reported problems among new two-wheeler owners who receive an explanation of their vehicle’s operation features and their benefits is 142 PP100, compared with 242 PP100 among those who do not receive such an explanation.
  
• Two-wheeler owners who experience fewer problems than expected (68%) are twice as likely to recommend their model to family and friends as owners who experience more problems than expected (31%).

Study Rankings

• Award recipient segments include Scooters: Executive and Motorcycles: Economy, Executive, Upper Executive and Premium.
  
• For Scooters, TVS Wego (84 PP100) ranks highest among executive models.
  
• For Motorcycles, Hero Splendor iSmart ranks highest among economy models with 101 PP100, and Hero Super Splendor ranks highest among executive models with 137 PP100.
  
• Yamaha Fazer ranks highest among upper executive models (109 PP100) and Bajaj Avenger ranks highest among premium models (88 PP100).

The 2015 India Two-Wheeler Initial Quality Study (2WIQS) is based on evaluations from 10,285 vehicle owners who purchased a new vehicle between March 2014 and October 2014. The study includes 81 two-wheeler models from nine makes. The study was fielded from September 2014 to December 2014 in 45 cities across India.

[RavenAvi]

Maruti-Suzuki is ranked the highest in the J.D. Power Asia Pacific 2015 India Brand Influence and Positioning Study, the results of which were published by a press release 2 days back.

The study, now in its second year, measures automotive brand influence in India of mass market passenger car brands, based on consumer awareness and perceptions of the brand. Strong brand influence has a positive effect on purchase intent for a particular brand, as brand influence scores correlate highly with brand consideration and purchase rates. The study also segments the market using psychographic, demographic and behavioral attributes to help automakers identify and understand who their best prospects are in the new-car market.

Maruti Suzuki ranks highest in brand influence with a score of 839 (on a 1,000-point scale). Hyundai ranks second (767) and Toyota third (744).

“Consumers are likely to have a more favorable opinion of a brand that has been in the market for several years vs. one that is a recent entrant,” said Mohit Arora, executive director at J.D. Power Asia Pacific, Singapore. “For a relatively new entrant, the progression of brand influence depends on how a brand engages and builds relationships with its initial base of customers, thereby creating positive word-of-mouth.”

The 2015 India Brand Influence and Positioning Study is based on interviews with 8,507 car owners who have owned their vehicles from 30 to 42 months and who were asked to compare two vehicle brands. The study was fielded from January through April 2015 across 30 cities in India.

Official Press Release

[Rajeevraj]

As per the latest J.D Power Study, there is a 20% drop in new car buyers considering small cars. 45% in 2015 as opposed to 65% in 2012.

Source Links:

IAB

EEAuto

In 2015, the percentage of new-vehicle shoppers who considered small cars during their shopping process has decreased to 45 percent from 65 percent in 2012. Concurrently, the percentage of shoppers who consider utility vehicles and midsize cars has increased by 12 percentage points and 7 percentage points, respectively.

The 2015 India Escaped Shopper Study is based on responses from 8,116 buyers and 2,983 rejecters of new cars and new utility vehicles who purchased their vehicle between September 2014 and April 2015.

I guess this is not a surprising news and has been visible in the Top 20 monthly numbers that we see. Models like Elite i20, City, Ciaz, Creta, Dzire which are no means cheap are regularly in the best seller list.

Another interesting point from the survey is that buyers are now much more receptive to buying new models. The tremendous interest generated by models like Creta, Aspire, Kwid, S-Cross prove this point (Although the survey probably does not cover these models)

Additionally, purchase consideration of newly launched models has increased among new-vehicle shoppers to the highest level in three years. In 2015, 10 percent of all shoppers consider a newly launched model as compared 7 percent in 2013. Notably, repeat vehicle buyers are typically more open than first-time purchasers when it comes to selecting a newly launched model.

A quick look at the the August 2015 Top 20 (From http://www.team-bhp.com/forum/indian...-analysis.html )





The list is dominated by the B2, C1, C2 and Utlity segments. I guess if this survey is done again next year, the drop will be even bigger since we have several blockbuster premium models launched since April 2015 (Which was the cut off for this survey)

[keeprevving]

Maruti tops J.D. Power 2015 India Customer Service Index (CSI) StudySM - Study. Honda comes second. Third place is jointly held by Hyundai and Tata. Yes, you heard it right...Tata.

Kudos to Maruti for bagging the 1st position yet again. Great to see Tata doing wonder in Customer Service Index (CSI).

For more details check out this link: http://goo.gl/VwkBN0

Source: http://www.jdpower.com

[praveenasir]

Maruti Suzuki has maintained the number 1 position for the 16th year in a row. I think that is a commendable job done by Maruti Suzuki.
As market leaders, they have shown other players on how to sell cars and service customers.

[drmohitg]

I am honestly not convinced with these findings. Toyota being so low in the list and Nissan being so high up, infact right after Toyota. My experience with the two brands has been drastically opposite of that.

Only sensible part of that result is the last spot for Skoda as per me.

[kavensri]

Originally Posted by drmohitg

I am honestly not convinced with these findings. Toyota being so low in the list and Nissan being so high up, infact right after Toyota. My experience with the two brands has been drastically opposite of that.

Only sensible part of that result is the last spot for Skoda as per me.

Even I am bit surprised with the numbers for Toyota, from my own experience and also from others with whom I have interacted, Toyota service experience should be on par with the best, if not the best.

[VeluM]

Originally Posted by keeprevving

Maruti tops J.D. Power 2015 India Customer Service Index (CSI) StudySM - Study. Honda comes second. Third place is jointly held by Hyundai and Tata. Yes, you heard it right...Tata.

Originally Posted by drmohitg

I am honestly not convinced with these findings.

Only sensible part of that result is the last spot for Skoda as per me.

I remember a discussion on whether or not the JD Power rankings are reliable a few years ago on Team BHP. I don't think they're all that accurate either, based on the brands ranking.

Tata moving up is understandable, they have done a lot to move up the ladder, but I don't think they could have jumped to the third spot so quickly. Skoda is consistently at the bottom despite a lot of hype by the CEO last year. I own a Skoda and completely agree with the ranking.

Surprising about Toyota. This is actually what convinces me that the rankings are wrong, unless unrealistic perception is what is bringing their ranking down. Case of their own brilliance causing them harm. Or could it be the cabbies? I don't think commercial vehicles are included in these surveys, but I have heard from a cab driver and owner of an Etios that the Etios is not a completely worry/issue free vehicle like other Toyotas (especially Innova). I didn't ask for details, now wish that I had.