Maruti tops in sales satisfaction: J D Powers study

Maruti Suzuki Ranks Highest in Sales Satisfaction among New-Vehicle Owners in India

Overall customer satisfaction with the new-vehicle sales experience has increased considerably in 2009, with eight of 11 ranked brands demonstrating notable year-over-year improvements, according to the J D Power Asia Pacific 2009 India Sales Satisfaction Index (SSI) StudySM released today.

Now in its 10th year, the study examines seven factors that contribute to overall satisfaction with the new-vehicle buyer sales experience: (listed in order of importance): delivery process; delivery timing; salesperson; sales initiation; dealer facility; paperwork; and deal.

Overall sales satisfaction has increased by 26 points from 2008 to an average of 793 on a 1,000-point scale in 2009.

''It is encouraging to note the considerable improvements made by the industry in 2009, especially in the vehicle delivery process, salesperson and paperwork factors,'' said Mohit Arora, senior director at J D Power Asia Pacific, Singapore. ''Having a customer-driven team at the dealership is a key ingredient not only for creating favorable initial impressions about the dealership, but also for driving greater advocacy and loyalty toward the brand.''

Maruti Suzuki ranks highest in overall new-vehicle sales satisfaction in India with a score of 800. Following Maruti Suzuki closely in the rankings are Honda and Toyota, in a tie, with scores of 799 each. Hyundai posts the greatest improvement among brands examined in the study.