J.D. Power has done the 2015 India CSI (Customer Service Index) Study on the mass market brands recently. Maruti Suzuki is the country’s largest carmaker gets the first position in the CSI rankings among the multiple ones by obtaining 906 points out of the 1000-point scale. The J.D. Power study measures the qualities including the sales service, service initiation, service facility, the dealership facilitates, performances of vehicles, the customer’s satisfaction, as well. It is the 16th successful year for Maruti Suzuki, which has survived as a best service provider in the domestic automotive market. It is the 19th CSI study year, which is based on the examination of 7,468 vehicle owners, who approached authorized service centre for vehicle maintenance.
All the qualities influenced the company to get the 42 percent of growth in the net profit in the Q2 (second quarter) of this fiscal year. The passenger carmaker has retailed around 6,28,963 units with a 12.7 percent y-o-y growth in the period of April, 2015 to September, 2015. This indicates the customer satisfaction about the Maruti Suzuki cars; the company is taking this as positive and introduced its new models and the facelifts of the popular ones. Its new premium hatchback, Maruti Suzuki Baleno launched few days back, gains around 5000 bookings in the first two days. In the areas of service facility and the service initiation, Maruti Suzuki has highest improvements over the automakers, according to JD Power.
Honda and the mass market segment have occupied the 2nd and 3rd positions and the 4th position shared by Hyundai and Tata manufacturers. With the strong improvements in the above mentioned factors, the segment of mass market has the 10 points growth by gaining 866 points in this year against the 856 points in 2014.
As the SUV segment player, the 5th position occupied by Mahindra & Mahindra with the 846 scale point, there is the 60 points difference between the first and sixth positions. Volkswagen and Skoda get 774 and 769 points in the J.D. Power CSI ranking.