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J.D. Power Reports: Toyota Ranks Highest in New‐Vehicle Sales Satisfaction Among Mass Market Brands in India | ||
Singapore New‐vehicle buyers in India are increasingly choosing dealers based on the dealers’ reputation and operational effectiveness, according to the J.D. Power 2014 India Sales Satisfaction Index (SSI) StudySM released today. The study finds that reputation of the dealer as a reason to purchase from a particular dealer has increased by 11 percent during the past five years. Additionally, faster delivery times, availability of the exact model and a hassle‐free negotiation are the other operational reasons that have shown a significant increase during the same period. Owners who selected their dealer based on its reputation, availability of the exact model and hassle‐free negotiation pay an average of 4 percent more for their vehicle than those who chose a dealer for other reasons, such as location or receiving the best deal. “The Indian automotive industry has been facing significant challenges over the past two years, but dealers that are able to present their offerings to customers in a transparent manner, aided with availability of the exact model and commitment of a faster delivery time are often rewarded because customers are willing to spend more for their vehicle,” said Mohit Arora, executive director at J.D. Power Asia Pacific, Singapore. Now in its 15th year, the study examines seven factors that contribute to new‐vehicle buyers’ overall satisfaction with the sales experience (listed in order of importance): delivery process, delivery timing, salesperson, sales initiation, dealer facility, paperwork and deal. The study finds that 29 percent of new‐vehicle owners used the Internet during the new‐vehicle shopping process in India. The sites owners use most often in the shopping process are manufacturer websites (52%) and the auto sections of news organizations’ websites (40%). “Automakers need to work on a strategy to continuously monitor and respond to any feedback posted on such websites, as reviews and comments posted on these websites are likely to impact perceptions consumers have of the brands during their shopping process,” said Arora. “With heightened competitive intensity in the Indian automotive market, most automakers are ensuring better implementation of standard practices, faster vehicle delivery and creating an engaging customer experience through proactive communications resulting in an increase in the overall purchase process satisfaction.” KEY FINDINGS:
Rankings: Toyota ranks highest with a score of 866, performing particularly well across all factors. Maruti Suzuki ranks second with a score of 860. Honda, Hyundai and Mahindra rank third in a tie at 859 each. The 2014 India Sales Satisfaction Index (SSI) Study is based on responses from more than 8,000 newvehicle owners who purchased their vehicle between September 2013 and April 2014, and includes evaluations of more than 71 models within the mass market segment. The study was fielded from March to July 2014. Media Relations Contacts: XingTi Liu J.D. Power Asia Pacific 08‐Shenton Way, #44‐02/03/04; Singapore, 068811 Phone +65‐67338980
John Tews Director, Media Relations J.D. Power Troy, Michigan 48083 USA 001‐248‐680‐6218
About J.D. Power and Advertising/Promotional Rules www.jdpower.com/corporate About McGraw Hill Financial www.mhfi.com
For graphs and charts of J.D. Power Asia Pacific 2014 India Sales Satisfaction Index (SSI) Study, Click Here |
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