TVS Motor Company has taken top spot in the inaugural JD Power 2016 India Two-Wheeler Customer Service Study, with a score of 773, performing particularly well in all five study factors. Suzuki with a score of 764 ranks second, and Royal Enfield ranks third with 758.
With an industry average customer satisfaction rating of 748, the survey puts Yamaha in fourth position (757) after Royal Enfield and is just ahead of Honda at fifth position, with a score of 750.
The inaugural study measures customer satisfaction with the after-sales service experience at original equipment authorised service centre during the first 12-24 months of ownership. The study focuses on what matters most to customers when they take their two-wheeler in for service and also analyses the processes that define the service experience.
The study measures overall satisfaction in five factors: vehicle pick-up (22 per cent); service advisor (21 per cent); service quality (20 per cent); service facility (19 per cent); and service initiation (18 per cent). Overall customer satisfaction is measured on a 1,000 point scale, with a higher score indicating higher satisfaction.
The survey is based on evaluations from 7,270 two-wheeler owners in 45 cities across India. These owners purchased a new two-wheeler between November 2013 and March 2015 and had a service experience within three months of evaluation. The study includes 10 two-wheeler makes and over 75 two-wheeler models and was fielded from November 2015 to March 2016.
