India is the largest market of two wheeler in the world, especially in the CC-Class segmentation (51-125cc); which is 70 % of the overall two wheeler market.
Indian two-wheeler market that was 21.19 million in sales volume in 2019, is forecasted to expand up to approx. 25 million units by 2024. Hero MotoCorp, HMSI (Honda Motorcycle & Scooter India) and TVS were the top 3 players for the fiscal year 2019, covering almost 75 % of the two wheeler market share in India.
With customer-dealership communication, after sale service, repair parts accessibility and pricing becoming the major decision factor in buying a two-wheeler, Brands are expanding their service reach further into the tier 3 and 4 cities and townships by establishing more authorised service centres.
But customer always need some analytics and reliable data to make an informed decision and that’s where the findings of “J D Power 2WCSI (Two Wheeler Customer Service Index)” became the Holy Grail every Indian customer looks up to.
J D Powers 2WCSI (Two Wheeler Customer Service Index) India study is in its 4th year in 2019 and examines satisfaction among Indian two-wheeler owners who visits an authorized service centres for repair work or scheduled maintenance between the first 12 to 24 months of vehicle ownership.
The study is based on responses from approx. 6,100 new two-wheeler vehicle owners across 45 cities and different Bike, Scooty and Scooter segments. The survey group includes Indian customers who purchased their vehicle between November 2016 and March 2018 in India and had a servicing experience within three months of this evaluation.
The study examines 5 contributing factors to overall Indian customer satisfaction regarding after sales service: service quality (22%); vehicle delivery (21%); service facility (20%); service advisor (20%); and service initiation (18%).
JD Power 2019 Two-Wheeler Customer Satisfaction Index (2WCSI) Study has awarded TVS motor company with the top spot in the list. According to the study, TVS scored 803 points out of 1,000, which is 49 points ahead of the industry average which stands at 754.
TVS motor company has been ranked number No. 1 for the 4th consecutive year in the “J. D. Power India 2WCSI (Two-Wheeler Customer Service Index)” Study for exceptional customer service. It’s also the only Two-wheeler brand which received the exceptional 5 star power circle rating from J D Powers.
Honda and Yamaha were tied for the 2nd spot on the list with 751 points each while Hero motocorp succeeded in securing the third spot with 750 points. Honda, Yamaha, Hero and Suzuki each received a 3 star (about average) rating while Bajaj and Royal Enfield received a 2 star power circle rating.
Comparing this year study with the 2018 J D Powers 2WCSI, we found that TVS and Yamaha were placed in top 3 spot both year, while Royal Enfield has a major drop in ranking, dropping from 2nd spot in 2018 to 7th spot in 2019. Interestingly though it was Honda India making the jump from 5th place in 2018 to 2nd spot in 2019.