J.D. Power India Customer Service Index – Maruti & Honda Tie For First Place

Tata Motors has risen from 7th place in 2011 to 3rd in 2016

The results of the J.D. Power India customer service index are out and sitting atop the survey is Maruti Suzuki. India’s largest carmaker has ranked 1st in the survey yet again, but what’s more is that the brand shares the crown with Honda Car India. Both brands scored 901 points out of a possible 1000 and while Maruti Suzuki placed 1st for the 17th consecutive year, Honda has topped the index for the very first time.

A major win though, was for Tata Motors, who moved all the way up to 3rd place by scoring 888 points – 39 more than the brand scored in 2015. Tying with Tata for rank 3 is Hyundai and both brands are “the most improved nameplates in the study.”

Here’s a look at how other brands in the survey fared:

1. Mahindra (856 points)
2. Toyota (840 points)
3. Nissan (831 points)
4. Datsun (807 points)
5. Ford (794 points)
6. Volkswagen (790 points)
7. Chevrolet (781 points)
8. Renault (779 points)

This year’s survey is based on responses from 7,843 new-vehicle owners who purchased their vehicle between May 2014 and August 2015. The study was fielded from May through August 2016.

Now in its 20th year, the J.D. Power India customer service index measures new-vehicle owner satisfaction with regard to the after-sales service process by examining dealership performance through five parameters (listed in order of importance):

1. Service quality
2. Vehicle pick-up
3. Service advisor
4. Service facility
5. Service initiation

What’s your take on the rankings? Do you agree with the results of the study? Share your thoughts with us in the comments!