TVS Motor Company emerged as first ranker in the second edition of JD Power 2017 India Two-Wheeler Customer Service Study, with a score of 782, performing particularly well in all five study factors.
Honda with a score of 764 ranked second and Hero emerged third with 743 points.
However, overall customer satisfaction after-sales service stood at 746.
“When service dealers effectively communicate with customers at key junctures while servicing a two-wheeler at an original equipment (OE)-authorized service center, overall customer satisfaction notably improves,” the JD Power 2017 India Two-Wheeler Customer Service Index (2WCSI) Study findings said.
“While the process-related customer interactions start and end at the service facility, the communication process starts long before a service is scheduled and lasts long after the work has been completed,” said Kaustav Roy, director at JD Power, Singapore.
“Improved execution of communication standards is crucial not only to improving service satisfaction, but also to the dealer and manufacturer to benefit from increased customer loyalty and advocacy,” he added.
The study, now in its second year, measures customer satisfaction with the after-sales service experience at OE-authorized service centers during the first 12-24 months of ownership.
“Service dealers are increasingly offering more customer-centric benefits such as pick/drop, the ability to pre-schedule a service visit through an appointment and express service,” said Rajat Agarwal, two-wheeler industry expert at JD Power, Singapore.
“Owners recognize the benefits of these services and appreciate the actions that dealers and manufacturers are taking to provide for a more convenient and satisfying service experience,” Mr Agarwal added.
Satisfaction with the service experience is driven by process and communication. The industry performs strongly on executing process-based activities, with 70 per cent of customers saying their service center performed five or more of the six process standards, the findings said.
The study also finds that among these two types of activities, communication standards provide greater opportunities for improving customer satisfaction.
