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Maruti tops in customer satisfaction: J.D. Power

Our Bureau

MUMBAI, Oct. 24

MARUTI Udyog ranks highest in customer satisfaction with automotive dealer service for the third consecutive year, as per the J.D. Power Asia Pacific 2002 India Customer Satisfaction Index (CSI) Study released today.

The annual study, now in its sixth year, identifies five factors that measure customer satisfaction with dealership service in India - in order of importance: problems experienced, service advisor, service performance, service timing and facility appearance.

"Fixing the vehicle right on the first visit and doing so in a timely manner is the foundation of the service/repair experience,'' Mr Sanjay Ralhan, Senior Analyst and Account Director, J.D. Power Asia Pacific has said.

"Maruti dealers are among the most consistent in meeting customer expectations on fixing problems right on the first visit and service timeliness. Consequently, one in four Maruti owners (26 per cent) rate their service experience to be even better than expected, compared to just 18 per cent for the industry,'' he said.

According to an official statement, while the industry's gains are largely driven by improvements recorded by volume manufacturers - Maruti, Tata Engineering and Hyundai - nine out of the eleven ranked makes registered an improvement in service satisfaction over 2001, indicating that most manufacturers now place an even greater emphasis on ensuring a positive customer experience.

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Maruti tops in customer satisfaction: J.D. Power


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