TVS Motors Ranks 1st In 2019 JD Power Two-wheeler Customer Service Index

The Hosur-based manufacturer offers the highest service satisfaction for two-wheelers followed by Honda and Yamaha

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• This is the 4th consecutive year TVS has scored the highest in the JD Power two-wheeler customer satisfaction index. 
• The rankings are decided on 5 factors: service quality, vehicle delivery, service facility, service advisor and service initiation. 
• The study was based on feedback from 6,153 two-wheeler owners in 45 cities across India who had purchased their vehicles between November 2016 and March 2018.

TVS has ranked highest in the JD Power Two-wheeler Customer Service Index survey for the year 2019. The study was conducted between November 2018 and March 2019 and gathered feedback from 6,153 two-wheeler owners from 45 cities across India. These customers were selected based on them having purchased a new two-wheeler between November 2016 and March 2018 and having it serviced within three months of the tenure of the study. The study was conducted by JD Power, a reputed independent authority that does customer satisfaction surveys for both four-wheelers and two-wheelers on a global scale. 

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This is the fourth consecutive time TVS has ranked first in the Customer Service Index. The Hosur-based manufacturer scored 803 points out of a total of 1000 points, which is well above the 2019 industry average of 754 points. Following TVS are Honda and Yamaha with 751 points each. The lowest scorers were scored by Bajaj with 737 points and Royal Enfield with 733 points. 

The Customer Service Index measures customer satisfaction in the after-sales service area. It examines five major areas of after-sales service, including service quality, vehicle delivery, service facility, service advisor and service initiation. 

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Other than the rankings, the survey also gave an insight into the more recent customer preferences. For example, more customers prefer to wait at dealerships while their vehicle is being serviced. They are also opting for pick up and drop facilities, which saves time and is more convenient. 

Here is the press release from JD Power:

Satisfying Customers Who Require Specific Repairs Crucial to Dealer Profitability, 

J.D. Power Finds

TVS Ranks Highest with Two-Wheeler After-Sales Service for Fourth Consecutive Year 

SINGAPORE: 24 July 2019 — Although manufacturers place a strong emphasis on their service networks to follow processes and communication standards, the experience falls short for two-wheeler owners who visit authorised service outlets for specific repairs, according to the J.D. Power 2019 India Two-Wheeler Customer Service Index (2WCSI) Study,SM released today.

The study finds that 12% of owners who went to an authorised service workshop did so for a specific repair, compared with 91% who required a routine service only. Among the owners who pinpoint a specific problem for repair, satisfaction with the service experience was lower by 32 index points compared to customers who visit for routine service only (725 vs. 757, respectively, on a 1,000-point scale). Chief contributors to the drop-in satisfaction include: gaps with the problem diagnosis; inadequate communication; actual repairs not meeting expectations; and time management concerns.

“Service revenue plays a crucial part in dealer profitability and customers requiring specific repairs generate 37% more revenue than those visiting for routine service,” said Rajat Agarwal, Two-Wheeler Industry Expert at J.D. Power. “Hence, it is essential that workshops make all efforts to position themselves as the preferred choice regardless of the type of service undertaken. As vehicle ownership increases, the proportion requiring repairs will further grow. Dealers who improve their process discipline and customer communication will benefit in terms of increased loyalty and recommendations.”

Following are some key findings of the 2019 study:

Execution issues with scheduling service: Satisfaction is higher among customers who schedule an appointment compared with those who drop by (790 vs. 735, respectively). However, a scheduled appointment does not necessarily translate into faster vehicle handover time, as 30% of appointment customers indicate taking 10 minutes or less while 37% of customers who drop by say the same.

More customers wait at dealership during service: The percentage of customers who wait at the dealership during the service experience has grown to 35% in 2019, up from 18% in 2016. This is largely because of faster turnaround times, with 64% of customers who waited at the dealership receiving their vehicle within three hours.

Customers prefer options that provide convenience and time-saving: Satisfaction is higher among customers who are offered pickup and drop-off service than among those who were not (779 vs. 742, respectively). At the same time, satisfaction is higher among customers who were offered express service than among those were not (777 vs. 742, respectively).

Study Rankings

TVS ranks highest in customer satisfaction for the fourth consecutive year, with a score of 803, performing particularly well in all five factors. Honda and Yamaha rank second in tie with a score of 751.

The J.D. Power 2019 India 2WCSI Study is based on evaluations from 6,153 two-wheeler owners in 45 cities across India. These owners purchased a new two-wheeler between November 2016 and March 2018 and had a service experience within three months of evaluation. The study was fielded from November 2018 to March 2019.

The study, now in its fourth year, measures customer satisfaction with the after-sales service experience at OEM-authorized service centers during the first 12-24 months of ownership. The study examines overall satisfaction in five factors (listed in order of importance): service quality (22%); vehicle delivery (21%); service facility (20%); service advisor (20%); and service initiation (18%).

The study also includes the Net Promoter Score® (NPS), which measures new vehicle owners’ likelihood to recommend their vehicle brand on a 0-10 point-scale.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.