TVS Motor tops the customer satisfaction survey by JD Power
TVS Motor Company, one of India’s largest two wheeler manufacturers, has bagged the top honors in the inaugural JD Power 2016 India Two-Wheeler Customer Service Index (2WCSI) Study. According to the JD Power Study, on a 1,000-point scale of overall customer satisfaction, TVS Motor scored 773, way ahead of the industry average of 748.
The inaugural study measures customer satisfaction with the after-sales service experience at original equipment (OE) authorized service center during the first 12-24 months of ownership. The study measures overall satisfaction in five factors (listed in order of importance): vehicle pick-up (22%); service advisor (21%); service quality (20%); service facility (19%); and service initiation (18%).
The results of the JD Power Customer Satisfaction survey are derived from evaluations of 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.