Maruti Udyog, the market leader in the Indian passenger car market, has emerged the leader in the JD Power customer satisfaction survey for a record sixth consecutive year.
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In the survey of more than 4,200 owners of over 33 different models on their satisfaction of service quality in the first 12 to 18 month of ownership, conducted by JD power Asia-Pacific, Maruti-Suzuki scored 823 points, bettering its own record of 813 points from last year.
Significantly, the gap down to second placed Hyundai Motors India (739 points) was huge. In fact, thanks to Maruti’s high market share and the big lead over others in the JD Power scores, MUL pulled up the industry average significantly to 761 points and was the only company ahead of the industry average.
Ford India followed Hyundai closely with 735 points while Honda (724 points), Toyota (714 points) and Chevrolet (712 points) were next.
Indian domestic carmakers – Mahindra (702 points) and Tata (658 points) – have some catching up to do as far as JD Power is concerned. Mahindra was placed third from bottom while Tata ended second worse, just a little above Fiat India.
This is the ninth year of the JD Power survey in India and Maruti has dominated the last six.
Interestingly, Tata Motors, which did badly in the customer satisfaction study, traditionally does well in the APPEAL study which measures the initial attractiveness of vehicles to customers.
Deepesh Rathore
