TVS Motor Company, a leading two and three-wheeler manufacturer in India, has retained the No. 1 spot at the J.D. Power 2017 India Two-Wheeler Customer Service Index (2WCSI) Study SM. For a second year in a row, TVS Motor Company has been ranked highest in Two-Wheeler After Sales Service.
The study measures customer satisfaction with after-sales service experience at authorized service centers during the first two years of vehicle ownership. It takes into consideration satisfaction levels across these five parameters: vehicle pick-up (22%); service advisor (21%); service quality (20%); service facility (19%); and service initiation (18%). Overall customer satisfaction is measured on a 1,000-point scale. Performing exceptionally well in all five factors and with a top score of 782, TVS Motor Company stood a clear winner in the two-wheeler segment.
Commenting on the results, Mr. KN Radhakrishnan, President and Chief Executive Officer, TVS Motor Company, said, “Effective communication and customer engagement are critical in a service-oriented industry like ours. At TVS Motor Company, customer-centricity is important to us and we don’t stop at satisfying our customers, but delighting them. It is our consistent endeavour to provide our customers end-to-end support and guidance to give them a remarkable ownership experience. We have enjoyed customer advocacy and loyalty for the consecutive two years and this win is a testimony of that. We feel honored and are humbled for the trust our customers bestow on us. We will continue to aim to exceed their expectations and deliver on all our promise.”
The 2017 India 2WCSI Study is based on evaluations from 7,310 two-wheeler owners in 45 cities across India. These owners purchased a new two-wheeler between November 2014 and March 2016 and had a service experience within three months of evaluation. The study was fielded from November 2016 to March 2017.
