JD Power Survey says TVS Motors and Honda are the top two-wheeler brands in customer-satisfaction list in India; survey was conducted across 45 cities on 7,310 owners
TVS Motors and Honda Motorcycle and Scooter India Pvt Ltd are the top two-wheeler brands in India when it comes to customer satisfaction. JD Power has conducted a survey on this regard across 45 cities of the country taking opinion of 7,310 two-wheeler owners. Both the TVS and HMSI topped in after sales service experience and communication with consumers.
In customer satisfaction on after-sales service front, TVS Motors has scored 782 points, while Honda Motorcycle and Scooter India Pvt Ltd has scored 749 points. The average customer satisfaction score for the Indian two-wheeler industry stood at 746 points. Hero MotoCorp, the largest selling two-wheeler brand in the country scored 743 points and just below that is the Royal Enfield with 735 points.
The study shows that dealer’s communication with customers has a great impact on the overall customer satisfaction. Effective communication with customers during servicing improves the customer satisfaction level. The survey says that communication process begins long before the servicing and it lasts long after the servicing is completed. The study also shows that with effective communication dealers and manufacturers can increase customer loyalty and advocacy as well.
The JD Power survey also shows that in the scooter segment customers satisfaction index score is 750 on an average, while the motorcycle segment sees the average score of 744. Tend also shows that customer satisfaction level is improving than before with the dealers engaging themselves in catering the customers with more facilities that helps in building trust and loyalty.
Both the TVS Motors and HMSI are two major players in the country’s two-wheeler market and both these brands have strong presence in the motorcycle market as well as in the scooter segment too. In the scooter segment Honda is the bestselling brand with its Activa range, while TVS too has popular models like Wego and Jupiter in the segment.