Maruti Sale Declines, But Tops in Customer Satisfaction in after-sales-service
Today’s news report of Maruti shows first time losses in three years. Labour problems and fuel price hikes re major reasons for these losses. Experts think people have more choices in the market and Maruti could not meet demands because of less production at their plants. There are different assumptions and debate.
In Nov 2011, according to JD Power Report, Maruti Suzuki India has topped in customer satisfaction with dealer service for a 12th consecutive year. The reason is a large network of service center and strict guidelines for dealers to follow during audit process. JD Power also said that highly satisfied customers with overall service performance show more loyalty to both dealerships and the brand.
Maruti has made a trusted name at every home with a large network of 2992 car service centers all across India. There are three 3 categories of Maruti authorized service station, A-category, B-category and C-category. Apart from dealer, Maruti has Service Zone, which gets upgrade from MASS and have different guidelines for maintaining quality servicing and repairing.
Source:
http://www.zigwheels.com