Customer satisfaction is not rocket science at car service center

Somebody said customer satisfaction is not rocket science. With globalization and increasing competitive environement, there is more customer awareness about latest technologies and practices at car service station.

As an estimate 10% to 15% revenue can be increased at any car service dealer by just tweaking their processes. Customer satisfaction is major part of the process. Large dealers are spending amount of money paying to consultants to make their process works better. Manufacturer audit their process. CSI is popular terms, which stands for Customer Satisfaction Index.

There is an organization like J.D. Power and Associates which conducts customer satisfaction research based on survey responses from consumers worldwide. Their survey reports are popular and used to improve businesses worldwide.

Hike in petrol prices and inflation, cost of car servicing and repair also become deciding factor to make customer happy. Cost of car servicing is high after warranty gets expired. According to survey, 60% of customer look for other car workshop after warranty. MeriCAR.com is providing platform to customers to search for the right car workshops.

According to JD Power Report, Maruti Suzuki India has topped again 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.

Source:
http://articles.economictimes.indiatimes.com
http://indiatoday.intoday.in