The after sales service the primary reason for car owner satisfaction (Survey)
In the recent survey, Maruti wins over customer satisfaction in a survey by TNS Automotive, but Maruti owners expect better car servicing even if there is a good network of car service stations in India.
The owners of Tata Nano expect more in terms of design and Maruti 800 owners expect better servicing as the years go by.
Apart from after sales service, the customer evaluations were taken in the key areas of sales satisfaction, product quality, vehicle performance and design, brand image, and cost-of-ownership.
Car owners in Northern India are relatively less satisfied compared to those in other parts of the country. The after sales service seems to be the primary reason particularly as the age of the car grows. At the national level, the customers in the relatively larger cities are more satisfied than those in the smaller cities. This may be a reflection of the growing expectations in the smaller cities. The manufacturers will do well to understand those. The customer expectations even at the bottom end are rising.
Due to the high growth, there was also a pressure on the supply of components and the workshop capacities.
According to Auto Serve 2010 Report, spare parts and components demands are increasing. The demand for parts and services set to double over the next 5 years. Roughly, 30 per cent of the market comprises spurious parts. Market interviews and analysis indicate that owners of older vehicles often migrate to independent service networks for cheaper and faster service. With OEMs more focused on vehicles in their warranty period, offering higher levels of service for older cars will be necessary for independent players to attract customers.
According to current scenario, customer satisfaction depends on quality of car servicing. There is a need of good car workshops which has trained car mechanics and has follow good processes for customer satisfaction.
Source:
http://www.tnsglobal.com/news/news-B617D2D0071A4CE195B138D70676706D.aspx