The results of the JD Power 2017 India Sales Satisfaction Index, for the mass market, are out and like every such study, it gives us all a reality check. This time around it is the home-grown automaker Mahindra that has topped the charts, with 866 points; followed by last year’s winner, Toyota, at 856; and Ford, that has jumped seven places from 2016, at 846. The points are given on a 1,000-point scale and various parameters like sales initiation, dealer facility, delivery timing etc are part of the evaluation process.
Here’s the bifurcation of weightage given to six different factors that contribute to overall customer satisfaction for a new vehicle purchase – sales initiation (17 per cent); dealer facility (17 per cent); deal & paperwork (17 per cent); delivery timing (17 per cent); salesperson (16 per cent); and delivery process (16 per cent).
The 2017 study was conducted on responses from 7,831 new-vehicle owners who purchased their vehicles between September 2016 and April this year. Based on those responses, there are a number of eye-openers. Here’s the gist of them:
Want to see where your carmaker came this year? Refer to the graph below.
Based on these results, many will realign their thought process for their next car purchase, while several others might find fault with the small sample size for this study. Sure, that number gives a good platform for some number crunching. But in a country like India, where the cumulative sales figure of the top 10 bestselling cars in a month averages around 1.1 lakh, the sample size for this study isn’t large enough to have a substantial impact. What do you think?
Source: CarDekho.com