Report – Maruti Suzuki tops Customer Service Index Study for the 14th year!

Posted on: Oct 31, 2013 - 4:26pm IST

JD Power Asia Pacific have released the findings of their study titled “2013 India Customer Service Index (CSI) Study”.

JD Power 2013 India Customer Service Index factors
Customers give a high priority to service quality, while service initiation is given the least importance.

In a nutshell, the study says that though the number of workshops have increased, their establishment in key locations where vehicle owners live/work is not aligned to the customer needs.

The study also measured satisfaction among vehicle owners who visit an authorized service center for repair/service between the first 12 to 24 months of ownership. Five factors were studied here and customers tend to give a lot of importance to Service Quality, it was found. Vehicle Pick-up is the next priority, while Service Facility and Service Advisor have equal importance.

JD Power 2013 India Customer Service Index
Maruti Suzuki tops this list for the 14th year in a row! Hyundai and Honda closely follow.

In terms of customer satisfaction, Maruti Suzuki ranks first (for the 14th year in a row!) with 876 points, while Hyundai and Honda trail with 833 and 825 points respectively.

The 2013 India Customer Service Index Study is based on responses from 7,477 vehicle owners. The study was fielded from May to August 2013 and includes owners who purchased their vehicle between May 2011 and August 2012.

Mohit Arora, executive director, J.D. Power Asia Pacific, said –

While there has been service network expansion by all automakers during the past five years, the locations of these establishments are not sufficiently meeting customer needs in many cases either due to real estate availability, cost and local regulations. Since vehicle servicing is seen as an essential errand, any steps taken to enhance customer convenience are likely to be appreciated.

JD Power 2013 India Customer Service Index (CSI) Study – Press Release

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10 thoughts on “Report – Maruti Suzuki tops Customer Service Index Study for the 14th year!

  1. Brijesh says:

    Cost and value for money if included will define a new set of results. It will be a surprise for many top players in the industry.

  2. DRG says:

    These surveys can be good indicators at times. But can very easily move it as they like by preparing appropriate questionnaire.
    From this it is my guess that there was no question bat the cost of service and value for money in service. If it has been there, the difference in scores would have been so drastically different.

  3. Balaji Babu says:

    I have heard only good things with respect to Toyota on their service quality. Why rated so low? And off late I am hearing TATA’s service being improved and M&M’s service getting bad. Don’t know how to see through these reviews.

    1. DRG says:

      Toyota service is really good. But ethos and corolla service sucks. Esp. Spares cost has made many lament. Service of Innova is matchless and very nice.

  4. ashok says:

    These surveys are rubbish. If one understands how such survey is conducted then one will never trust these guys. There are plenty of posts in various forums on this survey. I myself is an customer of maruti’s service for past 8 years has seen them go down fast. Atleast in my city trivandrum.
    Also its astonishing to note that the best service offered in the country, Toyota is rated low.

  5. Dr. Nayak says:

    For the people who constantly mock Tata and Mahindra about their quality and service, this should be an eye opener. OMG, just imagine selling the product and parts at throwaway prices, and ranked on par or just below Toyota by few points!!!!

  6. mukul says:

    ford has to rethink its retail coaching partners since they have been for years been poor with their scores.

  7. deejay says:

    congratulations to Skoda, for delivering satisfaction more than Volkswagen, even though both are practically at the bottom of the list.

    1. DRG says:

      skoda has more to improve…they have 3 more blow and with current attitude will soon be there in 1st position from bottom

      1. mukul says:


        Volkswagen being the ‘bigger brand’ cannot give the prime position – 1st position from bottom – to Skoda.


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Anjan Ravi

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