Maruti keeps the faith, tops JD Power survey

Maruti Udyog Ltd (MUL), the country's leading passenger car manufacturer, has been ranked No 1 in the J D Power Asia Pacific 2004 India Sales Satisfaction Index (SSI) list.

On a scale of 800, MUL with a score of 784 has been ranked first followed by Skoda at No 2 with a score of 763 and Fiat at number three with a score of 761. The rest scored below-industry average of 760.

Jagdish Khattar, managing director, MUL said the ranking is based on six parameters - delivery process, delivery timing, sales persons, dealer facility, paperwork and deal received.

The study, now in its fifth year, examines satisfaction of new vehicle buyers with sales and delivery experience at two to six months of ownership. More than 3,600 owners, representing 31 vehicle models participated in the 2004 study, which was fielded from March to May 2004.

Mohit Arora, India country manager at J D Power Asia Pacific, said, "Although the basic objective of the study remains unchanged, the new sales satisfaction model provides greater granularity and a more comprehensive understanding of the entire vehicle purchase process. Further, it provides an opportunity for auto manufacturers to compare and benchmark performance internationally, as the study is now similar to those being used in other markets in Southeast Asia and the US."

Maruti Udyog improves in the ranking by two positions compared with 2003 and posts industry-leading ratings on all six factors that contribute to the overall sales satisfaction index.

"Maruti is the only brand in the Indian automotive industry to have consistently improved its ranking in the SSI over the past five years," said Arora.

"Maruti dealers are the most consistent in meeting customer expectations, even with Maruti's challenge of being one of the highest-volume sellers in the industry. As a result, nearly one-third of all Maruti customers are highly satisfied with their sales experience."