is good news for all Maruti fans. The public sector behemoth
Maruti Udyog has been adjudged first in customer satisfaction
in automotive dealer service, according to the latest JD
Power Asia-Pacific 2001 Customer Satisfaction Index. Maruti
scored 119 points.
study, which is currently in its fifth year, examines
customer satisfaction with respect to vehicle quality
and dealer service, after 15 to 18 months of ownership
of the vehicle. The three factors, which contribute 60
per cent to the Customer Satisfaction Index, are service
advisor, service performance and service timings. Maruti
leads in all the three.
to the report, Rajeev Lochan, the business manager with
JD power Asia-Pacific, has opined that the customer satisfaction
level in the Indian automotive industry has seen consistent
improvement since 1997, the inaugural year of the study.
Maruti has been in the forefront of effecting this radical
change. Its dealers have been proactive in meeting and
exceeding customer expectations and Maruti has made significant
progress on a majority of 15 service standards.
Siel stood second behind Maruti, scoring 117 points followed
by Hyundai (116 points) and HM/Mitsubishi (114 points).
All of these are above-the-industry average of 113 points.
The ones that have fallen behind are Toyota Kirloskar
(112 points), Daewoo (106 points), Ford (106 points),
Mahindra (103 points), General Motors (102 points), Telco
(99 points) and Fiat (91 points) respectively.
the meantime, Maruti has unveiled its new multipurpose
vehicle, Versa. Versa, marketed as a family vehicle, will
be available in three models to begin with: DX version
(Rs 5.15 lakh), DX-2 version (Rs 5.45 lakh) and SDX version
(Rs 5.80 lakh). The car will be available in six colours
- ruby red, superior white, starlit silver, pearl silver,
mystic blue and exotic green.
be endorsed by matinee idol Amitabh Bachchan and son Abhishek
Bachchan, Versa is targeted at those who are looking at
upgrades from the Zen or Wagon R or other
B-categories buyers and also at those who are C-category
buyers. The company expects Versas sales to get a big
boost, once the national highway project gets over and
out-of-town and family excursion trips get moving. The
sales are expected to double to 3 million cars worldwide
by the year 2005 from 1.5 million sold in the year 2000.