Toyota tops the JD Power ‘New‐Vehicle Buyers’ Overall India Sales Satisfaction Study

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There are a quite a few cases in the Indian car industry, where a great product has been neglected by buyers only because of sub-standard dealership and service experiences. So the car by itself would’ve been a great buy, but horror stories about experiences with dealerships, who are the face of a car manufacturer would spread like wild fire and people would rather settle for something that appeals to the mind and not the heart.

There are studies conducted every year to ascertain which manufacturer scores high on certain parameters new car buyers consider before making a car purchase, and according to J.D. Power Asia Pacific’s 2014 India Sales Satisfaction Index (SSI) Study, Toyota achieved the highest score of 866, racing ahead of various other Mass Market brands. New-vehicle buyers have rated Toyota particularly well across all factors – delivery process, delivery timing, Salesperson, sales initiation, dealer facility and paperwork.

2014 JD Power New car buyers experience study

According to the J.D. Power Asia Pacific 2014 India Sales Satisfaction Index (SSI) Study, new‐vehicle buyers in India are increasingly choosing dealers based on the dealers’ reputation and operational effectiveness. The study finds that reputation of the dealer as a reason to purchase from a particular dealer has increased by 11 percent during the past five years. Additionally, faster delivery times, availability of the exact model and a hassle‐free negotiation are the other operational reasons that have shown a significant increase during the same period.

The study also highlighted that owners who selected their dealer based on its reputation, availability of the exact model and hassle‐free negotiation pay an average of 4 percent more for their vehicle than those who chose a dealer for other reasons, such as location or receiving the best deal.

toyota innova

Mr. Naomi Ishii, Managing Director, Toyota Kirloskar Motor said “We are delighted to receive the highest score in JD Power Asia Pacific India Sales Satisfaction Index this year and take pride in sharing this achievement with our valuable stakeholders. This rank bears testimony to our commitment to ‘Toyota’s Customer First’ philosophy and our commitment to India. We would like to extend a big thank you to all our customers for their trust and appreciation. We would also like to thanks all our Dealer Partners for adopting and extending Toyota’s global standards of Quality, Durability and Reliability – QDR. For us a Toyota customer is a customer for life.”

Mr. N Raja, Director and Senior Vice – President, Sales and Marketing added, “Toyota’s highest rank position in customer satisfaction is driven by its continuous efforts to bring customer delight by exceeding their expectations. In line with the ‘Customer First’ philosophy we have continuously worked towards improving various parameters that enhance engagement between salespersons and customers.”

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