Maruti tops JD Power study

These factors include problems experienced, service advisor, service performance, service timing and facility appearance. The study showed that while the domestic automobile industry’s gains were largely driven by large manufacturers like Maruti, Telco and Hyundai, nine out of the 11 ranked auto makers achieved an improvement in service satisfaction over 2001.

Among all the companies only the top two — Maruti and Hyundai have managed to stay above the industry average of 118 points while gaining 124 and 118 points respectively. Hindustan Motors/Mitsubishi has bagged the third place with 116 points followed by Honda Siel at fourth rank with 115 points.

General Motors and Fiat continue to place at the lower end of the rankings with 107 and 97 points respectively but show important gains in CSI compared to 2001.

This indicated that most companies now place an even greater stress on ensuring a positive customer experience.