Maruti Udyog tops J D Power''s user satisfaction index
By Our Corporate Bureau | 19 Oct 2004
Mumbai: With a score of 813 compared to the industry average of 758, Maruti Udyog Ltd has topped the 'J D Power customer satisfaction survey', followed by Hindustan Motors' Opel, General Motors India, Hyundai Motor India, Ford Motor and Toyota Kirloskar.
Owners representing 11 makes and 27 models were covered in the study, which was conducted between June and August 2004. Nearly two out of three (62 per cent) Maruti customers indicate they would definitely purchase another vehicle of the same make - the highest repurchase intent in the industry.
According to Mohit Arora, Asia-Pacific country manager, "With a significant lead in customer satisfaction index (CSI) performance, Maruti is the only brand to rank above the industry average." This is the fifth year in a row that Maruti Udyog has led the industry on all factors that contribute to overall customer satisfaction.
The J D Power study reveals that the recent increase in fuel prices have led to a 25 per cent increase in the average per kilometre cost of operation for diesel and cars, accounting for over 85 per cent of the average cost of the vehicle. This also includes usage-dependent components of fuel, repair, maintenance and tyres.
Overall, diesel models registered lower operating costs per kilometre than petrol models.
Diesel models performing particularly well in operating costs included Tata Motors' Indica and Indigo sedan. Maruti's M800 and premium small car Alto "performed very well," among petrol vehicles, adds Arora.
J D Power, a market research firm, conducts customer satisfaction research and provides consulting services in the automotive, information technology and finance industries.
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