Customer satisfaction high in the car industry despite long waiting period

TNS, a well known market information provider recently released the customer satisfaction report for the four wheelers for the year 2010. According to the report despite of the long waiting period to buy the cars, the customer satisfaction is high. In comparison to the last year, there is a slight improvement in the SUV/MUV and premium SUV segment.

The special division of TNS, TNS automotive is the largest automotive study in India which represents the views of around 9,300 new car buyers. The research is conducted for 56 cars and the customers judge the cars on various parameters such as design, after sales service, brand image, and cost-of-ownership.

Pradeep Saxena , Executive Director, TNS Automotive, said that the Indian auto industry witnessed high growth. He further added that despite of long waiting period for the cars like Swift, Swift Dzire, Hyundai i 20, Volkswagen Polo and Toyota Fortuner, the manufacturers handled the situation calmly. The auto industry achieved a remarkable growth of 30 percent, due to the sudden surge in the demand the manufacturers had a lot of pressure in context of supply.

Customers in larger cities are more satisfied as compared to the customers in the smaller cities. The customer expectations are increasing day by day, the customers who have bought Tata Nano are now expecting more in terms of improving the design. On the contrary the cars of high range in the small and mid-size segment are able to deliver better satisfaction to the customers.

Two of the models evaluated for the first time have come out as the most popular cars amongst the customers , these are Volkswagen Polo in Upper Premium Compact jointly with Maruti Swift and Volkswagen Passat in Entry Luxury. Surprisingly the small car segment usually ruled by Maruti has now been replaced by Volkswagen. Overall the Indian auto industry has shown magnificent growth.

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