Every automobile consumer want to be aware not just about the vehicle but also about the whole process of sale and after sale services; and J.D. Power is a global leader in providing brand insights, data & analytics to costumers.
This article relay the “SSI (Sales Satisfaction Index)” information in the Mass Market; follow the following links if you are looking for information about CSI (Customer Service Index) in the Car Mass Market or Two Wheeler Segment. Also check out the J D Power India 2018 SSI Findings.
Also read: Best Car Brands in India in After sale Customer Service
J D POWER INDIA 2019 Rankings
The J.D. Power India Sales Satisfaction Index (Mass Market) Study is in its 20th year in 2019, and as always it amplifies the voice of the consumer parallel to helping brands improve the value of their products and services based on what the consumer is expecting. SSI is a comprehensive analysis of the new vehicle purchase experience from the point of view of the customer.
The study is based on responses from approx. 6500 new vehicle owners, who purchased their vehicle between September 2018 and June 2019 in India.
The study examines 6 contributing factors to overall Indian customer satisfaction with their new vehicle purchase experience: dealership facility, delivery process, dealers sales consultant, paperwork completion, working out the deal and dealership website.
Here’s the ranking based on the study in the Indian mass market segment:
| Hyundai | 873 |
| Mahindra | 872 |
| Toyota | 854 |
| Tata | 845 |
| Ford | 844 |
| Volkswagen | 840 |
| Maruti Suzuki | 834 |
| Honda | 832 |
| Renault | 824 |
Hyundai tops the ranking with a score of 873 in overall sales satisfaction on a 1000 point scale, with 846 mass market average. Mahindra (872) ranks 2nd and Toyota (854) ranks third based on the study.
Hyundai and Mahindra gets “Among the Best” rating from J D Powers, while Toyota gets the “Better than most” power rating.
Tata, Ford and Volkswagen secured the “about average” power circle rating while Renault, Honda and Maruti Suzuki were placed at the bottom of the list, for this year ranking.
Comparing it with J D Powers 2018 mass market SSI study, we found that Hyundai marched past Mahindra to secure the top spot and coveted 5 star power circle rating this year.
| Mahindra | 883 (5 STAR) |
| Hyundai | 876 (4 STAR) |
| Jeep | 871 (4 STAR) |
| Toyota | 860 (4 STAR) |
| Ford | 856 (4 STAR) |
| Volkswagen | 844 (3 STAR) |
| Tata | 838 (3 STAR) |
| Maruti Suzuki | 826 (2 STAR) |
| Datsun | 818 (2 STAR) |
| Honda | 818 (2 STAR) |
| Renault | 816 (2 STAR) |
Interestingly, last year in 2018, 6 mass market automobile brands were able to surpass the mass market average of 842 while only Hyundai, Mahindra and Toyota achieved the feat in 2019, surpassing the mass market average of 846.
Further including the results of J D Powers mass market CSI (Customer Service Index), measuring after sale satisfaction, reveals that Hyundai and Mahindra are the only two brands securing top 3 spots in both SSI and CSI 2019 list, acing on both the “SALES” and “CUSTOMER SATISFACTION” front. Also Honda India and Renault were placed at the bottom of both CSI and SSI 2019 list and had to really step up their game if they want to survive the cut throat competition and seize the vast opportunities promised by the Indian automobile market.