Summer Training Report Customer Satisfaction Assessment Maruti Suzuki Data Singh MBA AKTU

Customer Satisfaction Maruti Suzuki
Chapter 1 : INTRODUCTION
In general, satisfaction is a person’s feelings of pleasure or disappointment that result from
comparing product’s perceived performance (or outcome) to expectations. If the performance
falls short of expectations, the customer is dissatisfied. If it matches expectations, the customer
is satisfied. If it exceeds expectations, the customer is highly satisfied or delighted. Customer
assessments of product performance depend on many factors, especially the type of loyalty
relationship the customer has with the brand. Consumers often form more favorable
perceptions of a product with a brand they already feel positive about.
Although the customer-centered firm seeks to create high customer satisfaction, that is not its
ultimate goal. Increasing customer satisfaction by lowering price or increasing services may
result in lower profits. The company might be able to increase its profitability by means other
than increased satisfaction (for example , by improving manufacturing processes or investing
more in R & D). Also, the company has many stakeholders , including employees, dealers,
suppliers, and stockholders. Spending more to increase customer satisfaction might divert
funds from increasing the satisfaction to other partners. Ultimately, the company must try to
deliver a high level of customer satisfaction subject to also delivering acceptable levels to other
stakeholders, given its total resources.
How do buyers form their expectations? Expectations result from past buying experience,
friends and associates’ advice, and marketers and competitors information and promises. If
marketer raise expectations too high, the buyer is likely to be disappointed. If it sets
expectations too low, it won’t attract enough buyers. Some of today’s most successful
companies are raising expectations and delivering performances to match.
Influence of Customer satisfaction & Monitoring of Satisfaction
Measurement of Customer Satisfaction & Handling Customers Complaints
Product & Service Quality
Maximizing Customer Lifetime Value
8 Maruti Suzuki Cars Sold More Than 10,000 Units In November 2019 (By Surendhar M -Dec
15, 2019)
Maruti Suzuki finished on top of the sales charts with 1,39,133 units in November 2019 with
YoY de-growth of 3.3 per cent
Maruti Suzuki India Limited (MSIL) garnered a total of 1,39,133 units in the month of November
2019 as against 1,43,890 units during the corresponding month in 2018 with Year-on-Year de-
growth of 3.3 per cent. The largest carmaker in the country held a market share of 52.9 per
cent and it was mainly due to the models in the volume segments.
The Swift ended up as the most sold vehicle within the domestic portfolio and in India as a
whole as 19,314 units were retailed against 22,191 units in November 2018 with YoY negative
growth of 13 per cent. The Baleno, on the other hand, endured just 3 per cent sales decline on
its way to second with 18,047 units.
The Dzire was the third most sold car in the Indian market last month as 17,659 units were sold
against 21,037 units during the same month last year with a YoY drop of 16 per cent. The Alto
was positioned fourth and was one among the eight models that registered more than 10,000
unit sales in November 2019.
Sales of Maruti Suzuki Vehicle Brands 2019
19314
18047 17659
15086 14650
12033 11220
10162
Swift Baleno Dzire Alto Wagon R Vitara Brezza S-Presso Eeco
The entry-level hatchback recorded 15,086 units as against 18,643 units twelve months ago
with 19 per cent volume drop on YoY basis. The third generation Wagon R based on the fifth-
gen Heartect platform entered the market in the first month of this year and it has lived up to
the expectations of the customers.
It was one of the two models in the list that posted positive sales growth in November 2019.
The tall-riding hatchback gathered a total of 14,650 units as against 11,311 units during the
same month in 2018. Despite facing healthy competition from Hyundai Venue, the Vitara
Brezza mastered 12,033 units last month and continued to lead its segment for the third month
in a row.
The recently launched S-Presso has slowly picked up the pace since debut and last month,
11,220 units were retailed. The Eeco stands in place of the Omni for many months now and it
recorded a total of 10,162 units with 36 per cent YoY volume increase.
Company Profile :
Maruti Suzuki India Limited, formerly known as Maruti Udyog Limited, is an automobile
manufacturer in India. It is a 56.21% owned subsidiary of the Japanese car and motorcycle
manufacturer Suzuki Motor Corporation. As of July 2018, it had a market share of 53% of the
Indian passenger car market. Maruti Suzuki manufactures and sells popular cars such as
the Ciaz, Ertiga, Wagon R, Alto K10 and Alto 800, Swift, Celerio, Swift Dzire, Baleno and Baleno
RS, Omni, baleno, Eeco, Ignis, S-Cross, Vitara Brezza and newly launched S-Presso small SUV.
The company is headquartered at New Delhi. In May 2015, the company produced its fifteen
millionth vehicle in India, a Swift Dzire.
Maruti Udyog Limited was founded by the Government of India in 1981, only to merge with the
Japanese automobile company Suzuki in October 1982. The first manufacturing factory of
Maruti was established in Gurugram, Haryana, in the same year.
Maruti Suzuki has three manufacturing facilities in India. All manufacturing facilities have a
combined production capacity of 1,700,000 vehicles annually. The Gurgaon manufacturing
facility has three fully integrated manufacturing plants and is spread over 300 acres
(1.2 km2). The Gurgaon facilities also manufacture 240,000 K-Series engines annually. The
Gurgaon Facilities manufactures the Alto 800, WagonR, Ertiga, S-Cross, Vitara
Brezza, Ignis and Eeco.
The Manesar manufacturing plant was inaugurated in February 2007 and is spread over 600
acres (2.4 km2). Initially it had a production capacity of 100,000 vehicles annually but this was
increased to 300,000 vehicles annually in October 2008. The production capacity was further
increased by 250,000 vehicles taking total production capacity to 800,000 vehicles annually. The
Manesar Plant produces the Alto 800, Alto K10, Swift, Ciaz, Baleno, Baleno RS and Celerio. On
25 June 2012, Haryana State Industries and Infrastructure Development Corporation demanded
Maruti Suzuki to pay an additional Rs 235 crore for enhanced land acquisition for its Haryana
plant expansion. The agency reminded Maruti that failure to pay the amount would lead to
further proceedings and vacating the enhanced land acquisition.[24] The launch of the Dzire
happened in the month of May 2017 and the variant is said to have good mileage.
The Gujarat manufacturing plant became operational in February 2017. The plant current
capacity is about 250,000 units per year. But with new investments Maruti Suzuki has plan to
take it to 450,000 units per year.
In 2012, the company decided to merge Suzuki Powertrain India Limited (SPIL) with itself. SPIL
was started as a JV by Suzuki Motor Corp. along with Maruti Suzuki. It has the facilities available
for manufacturing diesel engines and transmissions. The demand for transmissions for all
Maruti Suzuki cars is met by the production from SPIL.
Maruti Suzuki has 3598 sales outlets across 1,861 cities in India. The company aims to double its
sales network to 4,000 outlets by 2020. It has 3,792 service stations across 1,861 cities
throughout India. Maruti's dealership network is larger than that of enough known companies
combined. Service is a major revenue generator of the company. Most of the service stations
are managed on franchise basis, where Maruti Suzuki trains the local staff. Also, The Express
Service stations exist, sending across their repair man to the vehicle if it is away from a normal
service center.
In 2015 Maruti Suzuki launched NEXA, a new dealership format for its premium cars. Maruti
currently sells the Baleno, Baleno RS, S-Cross, XL-6, Ciaz and Ignis[ through NEXA outlets. S-
Cross was the first car to be sold through NEXA outlets. Several new models will be added to
both channels as part of the Company's medium term goal of 2 million annual sales by 2020.
Launched in 2002 Maruti Suzuki provides vehicle insurance to its customers with the help of the
National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The
service was set up the company with the inception of two subsidiaries Maruti Insurance
Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited .
This service started as a benefit or value addition to customers and was able to ramp up easily.
By December 2005 they were able to sell more than two million insurance policies since its
inception.[68]
To promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002.
Prior to the start of this service Maruti Suzuki had started two joint ventures Citicorp Maruti
and Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client in
securing loan.[69] Maruti Suzuki tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak
Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic
partners in car finance. Again the company entered into a strategic partnership with SBI in
March 2003[70] Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti
Finance. SBI-Maruti Finance is currently available in 166 cities across India.
Citicorp Maruti Finance Limited is a joint venture between Citicorp Finance India and Maruti
Udyog Limited its primary business stated by the company is "hire-purchase financing of Maruti
Suzuki vehicles". Citi Finance India Limited is a wholly owned subsidiary of Citibank Overseas
Investment Corporation, Delaware, which in turn is a 100% wholly owned subsidiary of Citibank
N.A. Citi Finance India Limited holds 74% of the stake and Maruti Suzuki holds the remaining
26%. GE Capital, HDFC and Maruti Suzuki came together in 1995 to form Maruti Countrywide.
Maruti claims that its finance program offers most competitive interest rates to its customers,
which are lower by 0.25% to 0.5% from the market rates.
Maruti True service offered by Maruti Suzuki to its customers. It is a market place for used
Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti or non-Maruti vehicles with
the help of this service in India. As of 10 August 2017 there are 1,190 outlets across 936 cities.
N2N is the short form of End to End Fleet Management and provides lease and fleet
management to corporates. Clients who have signed up of this service include Gas Authority of
India Ltd, DuPont, Reckitt Benckiser, Doordarshan, Singer India, National Stock Exchange of
India and Transworld. This fleet management service include Leasing, Maintenance,
Convenience services and Remarketing.
Many of the auto component companies except than Maruti Suzuki started to offer compatible
components and accessories. This caused a serious threat and loss of revenue to Maruti Suzuki.
Maruti Suzuki started a new initiative under the brand name Maruti Genuine Accessories to
offer accessories like alloy wheels, body cover, carpets, door visors, fog lamps, stereo systems,
seat covers and other car care products. These products are sold through dealer outlets and
authorized service stations throughout India.
Chapter 2: Objective & Methodology

The objective of the review of the summer training topic – Customer Satisfaction assessment of
Maruti Suzuki cars is to assess the level of satisfaction of the existing & would be customers of
the maruti Suzuki vehicles on several domains. This is also corroborate with creating a basic
demographic profile of the respondents of the primary survey.
The specific objectives of the study are –
 To create a demographic profile of the consumers of Maruti Suzuki vehicles

 To review the preferences and purchase decisions of the consumers
 To assess the satisfaction level of the customers on external design & quality
 To review the satisfaction level of the customers on on-road performance of the
vehicles
 To analyze the sales & services related issues common to car owners
 To oversee the common perceptions of the consumers about the Maruti Suzuki vehicles.
Methodology
Descriptive Research Design – A descriptive research design has been used for preparing the
summer training report. Literature review, research tool preparation and data collection , data
compilation & analysis , data consistency check and report writing had been carried out. Sample
selection was an integral part of the assignment. Key points are summarized below.
Use of Primary & Secondary Data
Secondary data
 Text Books & References

 Online web-based Articles & Published Research Papers
Primary Data
 Preparation of Questionnaire
 Canvassing Questionnaire – 50 respondents Mainly Maruti Suzuki Vehicle owners and
users
Location – Lucknow – respondents of primary data collection process hailing from selected
locations
Sample Selection – 50 respondents
Limitation of the Summer Training Report
Limited time for collecting data & preparing report
Accessing relevant texts and references is a gigantic task
Findings are linked only with available secondary data and feedback of respondents (primary
data) – thus possibility of any bias can’t be ruled out.
Chapter 3 : Literature Review :
A review of literature shows that researchers investigated the relationship between attribute
and overall customer satisfaction with Maruti Suzuki using different car and nature of
attributes. In addition, the results of these studies will empirically validate that proposed
attributes considerably affects overall customer satisfaction with Maruti Suzuki car of service
provided.
Rana and Lokhande (2013) study showed that in March 2008 Maruti Suzuki’s sales were
Rs.21221 crore which was more than March 2007 by Rs. 21.559. The industrial sales of Maruti
Suzuki in the year March 2008 were Rs.20070.9 crore which is 23.26% greater than previous
year. It concluded that in today’s scenario the success of company lies in structuring and
restructuring the marketing strategies and continuous innovation of product and service.
Singh and Srivatava (2013) study showed various factors affecting customer satisfaction
towards Maruti Suzuki. Exceptional customer service results in greater customer retention,
which in turn results in higher profitability. Customer loyalty is a major contribution to
sustainable profit growth. Measuring customer satisfaction provides an indication of how
successful the organization is at providing products or services to the marketplace. It also
concluded that all the factors considered in the study have significant effect on
the overall satisfaction of the customers. It conducted that satisfaction levels for pricing
attributes (such asCar price, discounts and service charges) are generally lower than product
related attributes.
Ranjith and Snekalatha (2013) focused on the customer’s brand loyalty and satisfaction
towards Maruticar. Maruti Suzuki India Limited is India’s leading & largest passenger car
manufacturer which accounting for nearly 50 per cent of the total industry sales. Customer
loyalty is a major contribution to sustainable profit growth to achieve success. This study found
that Maruti Udyog Ltd has various brands of car, but majority of respondent prefer Omni. They
are satisfied with price, band, image, convenience, appearance quality and require less
maintenance cost.
Parthian and Rajendran (2014) study was carried on customer preference toward Maruti
Suzuki. Main aim of this study was to understand the mind of customers whether they was
eager and satisfied to handle.Even though most of the customers were satisfied with present
model and service, few customers were not satisfied about the facilities provided by the car. If
the Maruti car service providers give enough attention regarding this, they can ensure a large
level of customer preference.
Akhila and Thayyullathi (2015) in his study on customer satisfaction toward Maruti Suzuki in
Coimbatore found that majority of the respondents were using SUV (Sport utility vehicle) type
cars. They found that Maruti Suzuki cars were the best and fast moving brands. There were
increasing trend because of easy handling, safety, security and high performance, which makes
the advanced technologies to adopt new model.
Suganthi and Renuka (2016) focused on data collected through convenience sampling of 200
consumers of Maruti Suzuki Swift car users of Udumalpet Taluk. Later the data was analysed
with statistical tools like mean and the hypothesis was tested by using Chi-Square analysis.
Maruti Suzuki Swift is most preferred brand by the majority of the customer. It is going to pose
great challenges to other small cars in India. Most of the customers are satisfied with the
mileage and fuel efficiency of the car and they preferred Maruti Suzuki Swift.
Maruti tops in customer satisfaction for new cars: study

Press Trust of India | New Delhi Last Updated at January 20, 2013 01:11 IST
https://www.business-standard.com/article/companies/maruti-tops-in-customer-satisfaction-
for-new-cars-study-110083100226_1.html
Auto major Maruti Suzuki tops the chart for buyers' satisfaction with newly launched cars, while
Tata Motors found its berth at the bottom, says a study by JD Power.
According to the latest study -- India Sales Satisfaction Index -- by the market research firm,
Maruti Suzuki India (MSI) topped the list of 11 auto-makers, garnering 819 points on a 1,000-
point scale. It was followed by Honda and Skoda, with 816 and 812 points, respectively.
"The success of Maruti Suzuki is largely attributed to the enthusiasm of sales people at the
dealership, as well as their ability to understand customer requirements and provide
knowledgeable answers to queries," JD Power Asia-Pacific Executive Director Mohit Arora said.
The company launched the new WagonR, a 1,000cc version of the Alto and multi-purpose
vehicle Eeco this year.
The study ranked Tata Motors at the bottom of the list, with 758 points, JD Power said.
The study also said buyers of models that were launched in 2010 are less satisfied with their
sales experience at dealerships compared to buyers of models that are at least one-year old.
"Excitement surrounding the launch of a new model can quickly become overshadowed in the
minds of consumers if there is a lack of availability of the model and if the salesperson fails to
display adequate enthusiasm, knowledge and skill in selling and delivering such models," Arora
said.
In addition, the owners of newly launched models report longer waiting periods before delivery
as against the customers of carry-over models, he added.
However, the report said that overall sales satisfaction has increased by 10 points to an average
of 803 in 2010, compared to 2009.
The study is based on responses from 6,178 new vehicle owners, who purchased their vehicle
between September, 2009, and April, 2010, and includes evaluations of more than 60 models.
New launches, coupled with the easy availability of finances, has helped the car industry post
an over 30 per cent increase in sales during this fiscal. Some of the new models include the Ford
Figo, General Motors Beat and Volkswagen Polo.
According to the Society of Indian Automobile Manufacturers, total car sales in this fiscal so far
have soared by 34.62 per cent to 5,92,405 units, compared to 4,40,069 units in the year-ago
period.
Domestic passenger car sales in 2009-10 also registered strong growth over the previous year.
Car sales in 2009-10 stood at 15,26,259 units, as against 12,20,475 units in 2008- 09, an
increase of over 25 per cent.
MARUTI SUZUKI TOPS CUSTOMER SATISFACTION WITH DEALER SERVICE, SAYS SURVEY
OD Newsdesk |Updated: November

08, 2013, 07:50 PM IST
Maruti Suzuki, the largest car

manufacturer in India, has been
ranked highest in customer
satisfaction in dealer service in India
for the 14th consecutive year. It was
based on a 2013 Customer Service
Index (CSI) study conducted by J.D.
Power Asia Pacific, an international
market research company.
The study basically informs that, even

though the number of workshops have
increased, their establishment in key locations where vehicle owners live/work is not tuned to
customer requirements. The 17-year old study measures satisfaction among vehicle owners
who visit an authorized dealership service center for maintenance or repair work between the
first 12 to 24 months of vehicle ownership. It
measures overall satisfaction in five factors in
order of priority, namely service quality,
vehicle pick-up, service advisor, service
facility and service initiation. Overall
customer satisfaction is measured on a scale
of 1,000, higher the better.
On a comparison with last year, the study

shows that 70 per cent of customers made
an appointment for service in 2013, in
comparison with 65 percent in 2012. But this
is not done in sync with labour and
equipment requirement, because of
which 82 percent of customers are attended to immediately when they arrive at the workshop,
18 percent still have to wait to get their vehicle in for service, an increase from 16 percent in
2012. Among customers who have to wait, 62 percent had already scheduled for an
appointment.
Maruti has ranked highest in customer satisfaction with dealer service, with a score of 876 with
Hyundai, a close second (833) and Honda (825). Hyundai is also the most improved brand in the
study, with significant improvements achieved across all five factors. Industry standards of
service quality has also seen improvement. While 93 percent of vehicle owners said that their
work was done correctly the first time, similar to 2012, 71 per cent said that their vehicles were
returned cleaner after the service, a 7 percent increase from 2012. Among highly satisfied
customers, 93 per cent indicate they 'definitely would' go to the service dealer again for post-
warranty service and 88 per cent also said they 'definitely would' purchase their next vehicle
from the service dealer.
The 2013 India Customer Service Index Study is based on evaluations 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.
Maruti Suzuki tops JD Power customer satisfaction survey
Honda Cars India, with a score of 880 ranked second and is the most improved nameplate in the
study. Hyundai Motor India and Tata Motors are tied at third position.
PTI|
Updated: Oct 30, 2015, 02.45 PM IST
https://economictimes.indiatimes.com/industry/maruti-suzuki-tops-jd-power-customer-
satisfaction-survey/articleshow/49594139.cms
NEW DELHI: Car market leader Maruti Suzuki India (MSI) has topped the after-sales customer
service satisfaction among mass market brands for a record 16th consecutive year, as per global
market research firm JD Power.
According to the JD Power 2015 India Customer Service Index (CSI) Study, MSI with a score of
906, on a scale of 1,000, performs well across all factors with greatest improvements in service
initiation followed by service facility.
Honda Cars India, with a score of 880 ranked second and is the most improved nameplate in
the study. Hyundai Motor India and Tata Motors are tied at third position.
JD Power, Executive Director Mohit Arora said: "Vehicle manufacturers aren't just servicing cars
today; they're going the extra mile to provide an after-sales experience that is truly memorable
and satisfying for their customers."
There is an increase in manufacturers that are focused on delivering a high-quality after-sales

experience to customers, he added.
"With enhanced dealership facilities, better network reach and rigour in process
implementation, dealerships have been able to effectively manage and deliver on customer
expectations," Arora said.
The study, now in its 19th year, examines satisfaction among vehicle owners who visit an
authorised dealership service centre for maintenance or repair work between the first 12 to 24
months of vehicle ownership.
The study measures overall satisfaction in five factors -- service quality, vehicle pick-up, service
advisor, service facility and service initiation.
The latest study is based on evaluations from 7,468 vehicle owners. The study was fielded from
May through August between May 2013 and August 2014.
It found that overall service satisfaction in the mass market segment improved by 10 points to
866 in 2015 from 856 in 2014. The increase is attributed to strong improvements across all
factors, with the greatest improvement in service initiation.
Maruti leads in customer satisfaction for 8th year in a row
Global consultancy and research firm JD Power Asia has ranked car market leader Maruti Suzuki
India Ltd (MSIL) as the best four-wheeler manufacturer in the country in terms of customer
satisfaction for the eighth consecutive year.
PTI|
Nov 14, 2007, 07.45 PM IST
NEW DELHI: Global consultancy and research firm JD Power Asia has ranked car market leader
Maruti Suzuki India Ltd (MSIL) as the best four-wheeler manufacturer in the country in terms of
customer satisfaction for the eighth consecutive year.
MSIL, which scored 838 points on a 1,000 point customer satisfaction index, was far ahead of
the industry average of 777 points primarily on account of innovative service offerings like
doorstep pickup and delivery of cars for servicing for its lady customers, JD Power said in a
statement.
The special service package for lady customers has got JD Power's special mention in this year's
survey. MSIL offers the special service across all its 621 dealer workshops covering 1,195 cities.
"The study finds that vehicle pickup and delivery before and after service has a strong impact
on customer satisfaction. In particular, customers who say that their vehicle was picked up from
their doorstep before service and delivered to the same point after service are notably more
delighted with their after-sales service experience," the statement said.
MSIL was followed by Honda with 765 points, Hyundai (745 points) and Toyota (740 points) at
second, third and fourth places respectively.
Homegrown carmaker Tata Motors scored nearly 80 points less then the industry average at
690 points to emerge as the ninth company on the index.
"Picking up and delivering vehicles provides greater convenience to customers, who travel an
average of nine kilometres each way to reach their authorised service centre," JD Power Asia
Pacific Senior Director Mohit Arora said.
JD Power's customer satisfaction index, in its 11th year now, measures the overall satisfaction
of vehicle owners who visited their authorised service centre for maintenance or repair work
during the first 12 to 18 months of ownership.
The research firm determines customer satisfaction through seven measures -- problems
experienced, service quality, user-friendly service, service advisor, service initiation, service
delivery, and in-service experience.
"The steady improvement in industry-wide CSI performance during the previous three years
reflects the success that many manufacturers have had in enhancing the customer experience
at their dealerships," Arora said.
He said the improvement in performance is encouraging, considering the sharp increase in

service volumes for most dealer networks.
The study said customers who service their vehicles only at authorised service centres report
higher overall service satisfaction, compared with those who also use non-authorised service
centres in the past.
In 2007, 13 per cent of customers reported visiting a non-authorised service centre and the
figure has constantly declined in the past two years.
JD Power's customer satisfaction index study is based on responses from more than 5,300
owners of nearly 40 different vehicle models.
Maruti Suzuki Tops Customer Satisfaction With Dealer Service: JD Power Asia Pacific
By NDTV Auto Team

| Updated: 09-Nov-14 11:33 AM
Automotive dealers in India are sustaining their improvement on implementation of core after-
sales processes, which is resulting in higher owner satisfaction with the vehicle service
experience, according to the J.D. Power 2014 India Customer Service Index (CSI) Study - Mass
Market released today.
The study, now in its 18th year, measures satisfaction among vehicle owners who visit an
authorized dealership service center for maintenance or repair work between the first 12 to 24
months of vehicle ownership. The study measures overall satisfaction in five factors (listed in
order of importance): service quality (43%); vehicle pick-up (17%); service advisor (14%); service
facility (14%); and service initiation (11%). Overall customer satisfaction is measured on a
1,000-point scale, with a higher score indicating higher satisfaction.
Overall service satisfaction in the mass market segment improves by 22 points to 856 in 2014
from 834 in 2013. The increase is attributed to strong improvements across all factors, with
service initiation, service quality and vehicle pick-up improving by 22 points each.
More vehicle owners are scheduling an appointment, rather than dropping in, and dealerships
are getting vehicles in when they arrive for service, thereby reducing owner wait times. The
study finds that 74 percent of customers are scheduling an appointment in 2014, up from 70
percent in 2013, which is contributing to faster vehicle intake, as 75 percent of owners indicate
their vehicle was taken in for service within 15 minutes of their arrival at the service center in
2014, up from 68 percent in 2013.
Additionally, dealerships are proactively promoting their express maintenance/ quick service
options, as 27 percent of customers are offered this option for services such as an oil change in
2014, up from 22 percent in 2013.
"The India automotive industry has been facing significant challenges over the past two years,"
said Mohit Arora, executive director at J.D. Power Asia Pacific, Singapore. "Dealerships across
most brands have risen to the challenge by placing stringent focus on a combination of
implementing core processes and offering convenience, such as quick service, to ensure a
superior customer experience with after-sales service."
The study also finds that overall quality of work done during service is improving, as 95 percent
of owners indicate the work was done right the first time in 2014, up from 93 percent in 2013.
Additionally, 94 percent of customers indicate they had no problems during the post-service
follow-up call with their dealer, which is a 7 percent increase from 2013.
Key Findings
- The study identifies 22 service standards that enhance the overall customer service
experience. Nearly one-third (28%) of customers indicate their dealer implemented all 22
service standards in 2014, a 5 percent increase, compared with 2013. Overall satisfaction
improves by 43 points to 899 when all standards are met.
- Waiting time at the dealership has been reduced, as 85 percent of customers indicate they
were attended immediately on arrival at the service center in 2014, up from 82 percent in 2013.
Additionally, 95 percent of customers indicate they received proactive communication from
their service advisor, compared with 93 percent in 2013.
- Service advisors are prepared to receive the customers, as 74 percent of owners indicate their
advisor knew about their vehicle history, which improves overall satisfaction by 14 points.
- Customers expect to receive their vehicle within 20 minutes of their arrival at the dealership
once service has been completed, an expectation that 85 percent of customers indicate was
met in 2014, up 2 percent from 2013. On average, satisfaction improves by 7 points when this
expectation is met.
- Owners who are highly satisfied (satisfaction scores of 956 or higher) are nearly twice as likely
to recommend their service dealer to family and friends compared with those who are highly
dissatisfied (scores of 789 or lower). Additionally, highly satisfied customers are twice as likely
to revisit their service dealer for post-warranty service.
Rankings
Maruti Suzuki ranks highest in customer satisfaction with dealer service among mass market
brands for a 15th consecutive year with a score of 890. Maruti Suzuki performs particularly well
across all factors. Honda and Hyundai rank second in a tie at 863.
owners. The study was fielded from May to August 2014 and includes owners who purchased
their vehicle between May 2012 and August 2013.
J.D. Power Asia Pacific - 2014 India Customer Service Index (CSI) Study (Based on 1000-point
scale)
1. Maruti Suzuki - 890
2. Honda Cars India - 863
2. Hyundai India - 863
3. Tata Motors - 834
4. Mahindra - 829
4. Toyota - 829
5. Nissan - 798
6. Ford - 790
7. Volkswagen - 785
8. Renault - 783
9. Chevrolet - 780
0Comments
10. Skoda – 772
Maruti Suzuki remains best aftersales service provider for record 16th consecutive year: JD
Power study
By Autocar Pro News Desk , 30 Oct 2015
If the findings of the JD Power 2015 India Customer Service Index Study are anything to go by,
then India’s largest carmaker Maruti Suzuki also ranks highest in customer satisfaction with
aftersales service among mass market brands for a record 16th consecutive year. This is also
reflected in Maruti Suzuki’s glowing fiscal numbers – its net profit has risen 42% in Q2 FY2016.
The carmaker, which launched the new Baleno earlier this month, has sold 628,963 units in
April-September 2015, a 12.7% year-on-year growth, which points to customers’ satisfaction
with owning a Maruti car.
The study measures overall customer satisfaction on a 1,000-point scale, with a higher score
indicating higher satisfaction. Maruti Suzuki, with a score of 906, performs well across all
factors, with the greatest improvements in service initiation followed by service facility. Honda
Cars India ranks second with a score of 880. These are the only two carmakers in the country
which have performed above the industry average score of 866. All the other OEMs including
Hyundai Motors, Tata Motors, Mahindra & Mahindra, Toyota Kirloskar Motor, Nissan Motor
India, GM India, Ford India, Renault India, Fiat Chrysler Auto India, Volkswagen India and Skoda
India rank below the industry average.
study’s findings released today, point out that rigorous implementation of processes, faster
vehicle turnaround and enhanced customer facilities at service workshops by auto
manufacturers have resulted in an increase in customer satisfaction with aftersales service.
The study, now in its 19th year, examines satisfaction among vehicle owners who visit an
authorised dealership service centre for maintenance or repair work between the first 12 to 24
months of vehicle ownership. The study measures overall satisfaction in five factors (listed in
order of importance): service quality (43%); vehicle pick-up (17%); service advisor (14%); service
facility (14%); and service initiation (11%). Overall, service satisfaction in the mass market
segment improves by 10 points to 866 in 2015 from 856 in 2014. The increase is attributed to
strong improvements across all factors, with the greatest improvement in service initiation (+14
points).
“Vehicle manufacturers aren’t just servicing cars today; they’re going the extra mile to provide
an aftersales experience that is truly memorable and satisfying for their customers,” said Mohit
Arora, executive director, JD Power. “We’re seeing an increase in manufacturers that are
focused on delivering a high-quality after-sales experience to customers. With enhanced
dealership facilities, better network reach and rigor in process implementation, dealerships
have been able to effectively manage and deliver on customer expectations.”
Interestingly, just one in six customers indicates their dealership picked up and dropped off
their vehicle from their desired location. Providing the pick-up and drop-off service has a
significant impact on satisfaction, rising 20 points above the overall mass market average when
this occurs (886 vs 866, respectively).
Additionally, dealerships are offering more amenities at their service centres for their
customers’ convenience, including air-conditioned waiting lounges, Internet access, TV,
comfortable seating space, refreshment counters and valet parking. Satisfaction among
customers who experience one or more of these amenities increases by 42 points to 908,
compared with 852 when they don’t, the study showed.
The study finds that 85 percent of customers receive their vehicles back on the same day of
service, up from 70 percent in 2014. Same-day delivery also has a significant impact on
satisfaction. Satisfaction among customers who receive their vehicle on the same day of service
is 873, compared with 822 among those whose vehicle is not delivered on the same day.
owners. The study was fielded from May through August 2015 and includes owners who
purchased their vehicle between May 2013 and August 2014.
Maruti Suzuki completes three decades of customer satisfaction
https://www.cartrade.com/news/maruti-suzuki-completes-three-decades-of-customer-
satisfaction-122610.html
It takes a lot out of any car maker to become the number one in a particular region, let alone an
entire country. Hard work, timing, determination, adjustment, vision, strategic planning, brand
building and delivering quality are critical factors that form the core of a company's success.
The Indian automobile industry, although quite old, has really progressed in the past few
decades and one firm embodies this better than any other.
Maruti Suzuki completes three decades of customer satisfaction
Needless to say, that auto maker is Maruti Suzuki, currently India's largest passenger car
manufacturer and by a long distance, the undisputed number one brand. Recently, the Suzuki
owned entity completed thirty years of production, which is quite an amazing feat. Arguably,
there is no other company in the history of Indian car market, which has kept its customers
extremely happy for such a long time. If statistics are not enough then a nationwide survey
would reveal the kind of connection Maruti Suzuki has with Indian people, a level that is
unprecedented.
The history of Maruti Suzuki's operations in India is highly eventful and is celebrated by people
across the country in different ways. December of 1983 will always be a special month for the
firm as the keys of first M800 were handed over by then Prime Minister Indira Gandhi to Harpal
Singh, who got his name registered in the folklore of Maruti Suzuki. Since then on, this firm has
never looked back, dominating the Indian market consistently by producing highly successful
products.
Many experts, over the years, have tried to comprehensively analyse and breakdown the
performance of Maruti Suzuki, which is quite astonishing and compelling. Such has been the
trust created that despite being a foreign firm (technically), it is considered as an Indian entity.
Right from the start, Maruti Suzuki has manufactured cars that have struck an instant chord
with customers in the country. In fact, the most iconic model of all time, M800, is a car from
this manufacturer and in a lot ways summarises the position it holds in India.
First and foremost, Maruti Suzuki is an expert at making superb hatchbacks and has a diverse
line-up of the same. At a really early
stage, according to experts, the firm
was able to map the kind of demand
pattern that will prevail in India for
years to come. Be it M800, Zen or the
Alto 800, all vehicles from this company
have suited Indian buyers perfectly.
Analysts believe that the firm has stood
up to expectations of customers,
catering to all aspects, which a potential buyer in India looks at.
Although the firm excels in all dimensions, the two most important factors are where it has
really connected with people. Fuel-economy and price are things that affect a purchase
decision more than anything else and cars from Maruti Suzuki are right up there when
accounting these factors. Another thing that India's number one brand has done brilliantly is
creating a fantastic after-sales service network. No matter where a person goes in India,
he/she, more or less, is likely to find a Maruti Suzuki service station, even in the remotest of
areas. One key aspect that is overlooked by many is the kind of competition Maruti Suzuki has
faced. Be it Hyundai, Honda, Mahindra & Mahindra or Tata Motors, no firm has been able to
even come close.
To put things in a nutshell, Maruti Suzuki is a top brand that has an emotional connection with
people in India. The prowess of this company transcends statistics, reports, sales and
advertisements. For many people in present day India, who are currently owners of a
Mercedes-Benz or even a Rolls-Royce, their Maruti 800 will always remain the favourite. Also,
Maruti Suzuki has truly lived up to its core values of Customer Obsession, Fast, Flexible & First
Mover, Innovation & Creativity, Networking & Partnership and Openness & Learning.
J.D. Power Study: Maruti Suzuki & Honda Tied For Top Spot For After Sales Customer Service
By Kennedy Paul
Published: Friday, October 28, 2016, 16:23 [IST]
Maruti Suzuki and Honda rank the highest in satisfaction in a tie with after-sales customer
service among the mass market segment. Each of them scored an impressive 901 according to
the JD Power 2016 India Customer Service Index (CSI) Study mass market segment.
Most notably, Maruti Suzuki holds the top spot for the 17th consecutive year and Honda has for
the first time hit the top spot. Hyundai and Tata were tied to the third spot scoring 888 going on
to become the most improved nameplates in the study.
The overall service satisfaction in the mass market segment in the country rose by 14 points to
880 on a point scale of 1,000 in 2016 from 866 in 2015.
In the West region, the overall satisfaction is 900, while the North region scored 857. This was
due to strong differences in customer behavior, preferences, and expectations on their post
sales service.
Mohit Arora, executive director at JD Power said, that in an astounding diverse market like India
where every state and region have its own unique characteristics and needs, dealers will need
to capitalize on every customer interaction opportunity to develop points of differentiation and
to deliver on those expectations.
He further added, to being attuned to the differing customer needs across the country,
dealerships can continuously adapt their service processes to consistently deliver a superior
customer experience.
The study found that dealers are improving their communication activities with customers at
every given opportunity and that is having a positive impact overall satisfaction.
Almost nine out of ten (89 percent) customers said that they are being reminded by the dealers
about the service intervals which is an increase of 4 percent compared to 85 percent in 2015.
Also, the customer were informed about when to schedule the next service which saw an
increase from 83 percent in 2015 to 89 percent in 2016.
Kaustav Roy, director at JD Power said that dealers are at the front line of interacting with the
customers and hence they represent the automotive brand they carry.
He added that it is very critical that every communication milestone is handled properly. Any
gap to this communication might have the unintended effect of lowering satisfaction as well as
customer loyalty and the negative impact may be magnified when it is passed on through word
of mouth.
Among the customers who were highly satisfied with their dealer service, 92 percent said they
would definitely revisit their service dealer for after warranty service. However, only 44 percent
said they were dissatisfied.
JD Power Survey Ranks Maruti Suzuki as Best in Customer Satisfaction By Surendhar M -Oct 28,
2016
https://gaadiwaadi.com/jd-power-survey-ranks-maruti-suzuki-271445/
JD Power Survey ranks Maruti Suzuki as the best automotive brand overall in customer
satisfaction for the 17th successive year alongside Honda Any automotive industry solely
depends on customers’ satisfaction for a sustained growth and our domestic vehicle sector is
no different. JD Power Study surveys a group of car buyers for understanding their needs and
expectations to improve satisfaction each year and the results for this calendar year have been
released. According to the JD Power 2016 India Customer Service Index (CSI) Study, the overall
service satisfaction in the volume market segment has improved by 14 points to 880 on a
1,000-point-scale in 2016 from 866 points last year as the West region prompted 900 points
while the overall satisfaction in the North region accounted to 857 points separately. Also Read:
2017 Maruti Suzuki S-Cross Facelift Debut Late Next Year The 43-point difference between the
regional scores was related to varying opinions in customer behavior, preferences and
expectations of their after-sales experiences. The study was based on responses from 7,843
new vehicle buyers who purchased their vehicles between May 2014 and August 2015. The
study was fielded between May and August 2016 and it indicated that 82 percent of vehicle
owners in West schedule appointments for service visit while only 55 percent does so in the
North which affects dealers’ ability to manage unscheduled workloads. Moreover, owners in
the North region clock an average of 11 percent more miles than those in the other three
regions in the first two years of ownership and thus the dealers had to deal with more wear and
tear issues. Also Read: 2016 Honda Accord Hybrid Launched; Price at Over Rs. 51 Lakh (on-road)
The improvement in overall satisfaction is largely driven by increased communication between
dealers and customers. The study says nearly nine in 10 customers are reminded by the
dealership about vehicle service which is an increase from 86% in 2015. The surveyed
customers stated that increase of satisfaction in two core areas includes: 1. Service advisor
ensuring them of fully understanding the scope of work being performed to customers 2.
Information about when to schedule the next visit. The JD Power study, in its 20th year,
measures new-vehicle owners’ satisfaction with the after-sales service process by examining
dealership performance in five factors: service quality, vehicle pick-up, service advisor, service
facility and service initiation. Maruti Suzuki and Honda are ranked highest in satisfaction as
each scored 901 points on a tie. Maruti Suzuki holds the top position for the 17th consecutive
year running while Honda moved up the rankings to number one for the first time with the
greatest improvements in service initiation and service quality. Maruti Suzuki performs well
across all factors while Hyundai and Tata ranked third in a tie at 888 points and are the most
improved brands in the study.
Chapter 4: Data Analysis & Interpretation

1. Demographic Profile of the Respondents
Table 1 : Gender profile of the Respondents
Gender profile N=50

Count Proportion
1 Male
2 Female
0 0
Table 2: Age profile of the Respondents
Age Profile N=50

Count Proportion
1 <20 yrs
2 20-30 yrs
3 30-45 Yrs
4 >45 Yrs
0 0
Table 3: Educational Profile of the Respondents
Educational Profile N=50

Count Proportion
1 Illiterate
2 Literate
3 undergraduate
4 Graduate
5 Post Graduate
6 Phd
7 Others
0 0
Table 4: Occupational Profile of the Respondents
Occupational Profile N =50

Count Proportion
1 Farming
2 Service - Government
3 Self - Employment
4 Business
5 Service - Private
6 Others
0 0
Table 5: Economic Profile of the Respondents
Economic Profile (Annual Income Level) N=50

Count Proportion
1 Upto 2 lakkhs
2 Rs 2 lakhs to 5 lakhs
3 Rs. 5 lakhs to 10 lakhs
4 Rs. 10-20 lakhs
5 Rs. 20 - 50 lakhs
6 >50 lakhs
0 0
Preference & Purchase decisions
Do you prefer Maruti Suzuki vehicles as a Private / Passenger car? N=50

Count Proportion
Yes
No
can't Confirm
Do you own a Maruti Suzuki private car/private vehicle? N=50

Count Proportion
Yes
No
Please indicate your overall level of satisfaction with the Maruti Suzuki vehicle N=50
Count Proportion
Highly satisfactory
Fairly Satisfactory
Somewhat Satisfactory
Below the expected level
Not Satisfactory
Would you like to purchase any Maruti Suzuki Vehicle? N=50

Count Proportion
Yes
No
Can't say
Are Maruti salespersons knowledgeable ? N=50

Count Proportion
Strongly Disagree
Disagree
Neither Agree nor disagree
Agree
Strongly Agree
What features of Maruti Suzuki Cars are most attractive to you? N=50
Count Proportion
Look
Price
Quality
Fuel Efficiency
Features
Mileage
Others
Are post sales services important for you for any purchase decision for private vehicle(s)? N=50
Count Proportion
Yes , Very Important
Yes, Important to some
extent
Not Important
Can't Confirm
Is your purchase decision for any vehicle influenced by any one of the following promotions? N= 50
Count Proportion
Television advertisement
Displays/Hoardings/Banners
Street Show
Radio Advertisements
Newspaper Advertisements
Web-based promotions
Word of mouth
Special Offers
Roadside Camps/ Street
Show
Others
How will you rate the general availability of the product? N-=50
Count Proportion
Excellent
Good
Satisfactory
Below Average
Poor
Is test drive offered during purchase? N=50

Count Proportion
Yes, always
Yes, sometimes
No
Can't confirm
Are enough varieties of Maruti Suzuki vehicles available at the sales points? N=50
Count Proportion
Strongly Disagree
Disagree
Neither agree nor disagree
Agree
Strongly Agree
Are products offered at sales points generally in good condition? N=50

Count Proportion
Strongly Disagree
Disagree
Agree
Strongly Agree
Is price of the Maruti Suzuki cars affordable? N=50

Count Proportion
Strongly Disagree
Disagree
Agree
Strongly Agree
Are discounts offered and availed ? N=50
Count Proportion
Strongly Disagree
Disagree
Agree
Strongly Agree
External Design & Quality
Give your feedback on the Appearance of the Maruti Suzuki Cars?

Count Proportion
Very Good
Good
Fair
Average
Below Average
Give your feedback on Front View of the Maruti Suzuki Cars.

Count Proportion
Very Good
Good
Fair
Average
Below Average
Give your feedback on Side View of the Maruti Suzuki Cars.

Count Proportion
Very Good
Good
Fair
Average
Below Average
Give your feedback on Side View of the Maruti Suzuki Cars.

Count Proportion
Very Good
Good
Fair
Average
Below Average
What is your level of satisfaction with regard to Engine of Maruti Suzuki cars?
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Somewhat satisfactory
Not satisfactory
What is your level of satisfaction with regard to AC system of Maruti Suzuki cars?
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not satisfactory
What is your level of satisfaction with regard to Electronic Equipment of Maruti Suzuki cars?
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not satisfactory
What is your level of satisfaction with regard to Steering System of Maruti Suzuki cars?
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not satisfactory
What is your level of satisfaction with regard to Wheels & Tires of Maruti Suzuki cars?
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not satisfactory
What is your level of satisfaction with regard to Interiors of Maruti Suzuki cars?
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not satisfactory
What is your level of satisfaction with regard to Paints of Maruti Suzuki cars?
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not satisfactory
What is your level of satisfaction with regard to ground Clearance Level of Maruti Suzuki cars?
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not satisfactory
Sales & Services
Give your feedback on Prices of Maruti Suzuki Cars N=50

Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Showroom Equipment of Maruti Suzuki Cars N=50

Count Proportion
Highly satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Timely Delivery of Maruti Suzuki Cars N=50

Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on New Car Condition of Maruti Suzuki Cars N=50
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Staff responsiveness of Maruti Suzuki Cars N=50

Count Proportion
Highly satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Attractive Display of Maruti Suzuki Cars N=50

Count Proportion
Highly satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Test Drive Facility of Maruti Suzuki Cars N=50
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Service Facility of Maruti Suzuki Cars N=50

Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Parts Availability of Maruti Suzuki Cars N=50

Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Timely Service of Maruti Suzuki Cars N=50

Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Service Quality of Maruti Suzuki Cars N=50

Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Staff Responses of Maruti Suzuki Cars N=50

Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Service Charges of Maruti Suzuki Cars N=50

Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
Give your feedback on Availability of Trained Staff of Maruti Suzuki Cars N=50
Count Proportion
Highly Satisfactory
Fairly Satisfactory
Not Satisfactory
On Road Performance
Performance of power systems of Maruti-Suzuki cars N=50

Count Proportion
Highly satisfactory
Fairly satisfactory
Not Satisfactory
Performance of Brakes of Maruti-Suzuki cars N=50

Count Proportion
Highly satisfactory
Fairly satisfactory
Not Satisfactory
Performance of Clutch of Maruti-Suzuki cars N=50

Count Proportion
Highly satisfactory
Fairly satisfactory
Not Satisfactory
Performance of Suspension System of Maruti-Suzuki cars N=50
Count Proportion
Highly satisfactory
Fairly satisfactory
Not Satisfactory
Performance of Fuel Consumption of Maruti-Suzuki cars N=50

Count Proportion
Highly satisfactory
Fairly satisfactory
Not Satisfactory
Performance of maintenance systems of Maruti-Suzuki cars N=50

Count Proportion
Highly satisfactory
Fairly satisfactory
Not Satisfactory
Performance of Driving Comfort of Maruti-Suzuki cars N=50

Count Proportion
Highly satisfactory
Fairly satisfactory
Not Satisfactory
Common Perceptions
Do you agree that Maruti Suzuki has created a positive impact in consumers' minds? N=50
Count Proportion
Ye
s certainly
yes to some extent
Can't Confirm
Not at all
Will you suggest maruti suzuki vehicles to others for purchase and use? N=50
Count Proportion
Yes certainly
I need to think & decide
Can't be sure
Are displays of merchandize attractive at maruti Suzuki stores and sales points ? N=50
Count Proportion
Strongly Disagree
Disagree
Neither Agree nor Disagree
Agree
Strongly Agree
Are you satisfied with the availability of merchandize at maruti Suzuki Stores? N=50
Count Proportion
Excellent
Good
Satisfactory
Below Average
Poor
How will you rate the quality of services offered at Maruti Service Stations ? N=50
Count Proportion
Excellent
Good
Satisfactory
Below Average
Poor
Are you satisfied with the post sales services of Maruti Suzuki? N=50
Count Proportion
Excellent
Good
Satisfactory
Below Average
Poor
Are customers complaints addressed properly by the employees of Maruti Suzuki? N=50
Count Proportion
Strongly Disagree
Disagree
Neither Agree nor disagree
Agree
Strongly Agree
Is external design of Maruti Suzuki vehicles comparatively better than competitors brands? N=50
Count Proportion
Superior
Same as other brands
Inferior to other brands
Can't Compare
Is quality of Maruti Suzuki vehicles comparatively better than competitors brands? N=50
Count Proportion
Superior
Can't Compare
Is performance of Maruti Suzuki vehicles comparatively better than competitors brands? N=50
Count Proportion
Superior
Can't Compare
Is sales capability of Maruti Suzuki vehicles comparatively better than competitors brands? N=50
Count Proportion
Superior
Can't Compare
Is service capability of Maruti Suzuki vehicles comparatively better than competitors brands? N=50
Count Proportion
Superior
Can't Compare
Chapter 5: Summary of Key Findings
Chapter 6 : Conclusions & Recommendations
Bibliography
Annexures
Questionnaire Customer Satisfaction Survey Maruti Suzuki
Note: As a part of summer training (MBA Program -AKTU) I am working on Assessment of Customer
Satisfaction level for Maruti Suzuki cars/ vehicles. I am a bonafide student of Maharana Institute of
Technology & Sciences, MPGI, Mohanlalganj, Lucknow.
SECTION A : RESPONDENTS’ PROFILE
Name : Contact No:
Gender : Male Female
Age : Below 20 years 20-30 years 30-45- years above 45 years
Education: Illiterate Literate Undergraduate Graduate
Post Graduate PhD Others
Occupation: Farming Service Government Self employment
Business Service Private Others
Income Level : Upto 2.00 lakhs 2-5 lakhs 5-10 lakhs 10-20 lakhs
20-50 lakhs > 50 lakhs
SECTION B : CUSTOMER SATISFACTION PARAMETERS
Please answer the following questions and give your feedback/suggestions.
Preferences & Purchase decisions:
Q1. Do you prefer Maruti Suzuki vehicles as a private passenger Car?
Yes No Can’t Confirm
Q2. (a) Do you own a Maruti Suzuki private car?
Yes No
If yes please specify the model(s)
Q. 3 Please indicate your overall level of satisfaction with the vehicle

Highly Satisfactory Fairly Satisfactory Somewhat Satisfactory
Below the expected level Not Satisfactory
Q4. Would you like to purchase any Maruti Suzuki Vehicle? Yes No Can’t Say
If yes , please specify the maruti Suzuki model s of your preference
(i) Private Car

(ii) Other Vehicles
Q 5. (a) Are Maruti salespersons knowledgeable?
Strongly Disagree Disagree Neither Agree nor disagree Agree Strongly Agree
Q 5. (b) Do salespersons spend enough time before , during & after sales?
Strongly Disagree Disagree Neither Agree nor disagree Agree
Strongly Agree
Q6. What features of Maruti Suzuki private cars are most attractive to you?
Look Price Quality Fuel Efficiency Features Mileage
Others
Q6 Are post sales services important for you for any purchase decision for private vehicle(s)?
Yes , Very Important Yes, Important to some extent Not important Can’t Confirm
Q7. (a) Is your purchase decision for any vehicle influenced by any one of the following promotions?
Television Advertisements Web/Internet Based Promotions :
Displays / Hoardings/Banners Word of Mouth
Street shows Special Offers
Radio Advertisements Roadside camps
Newspaper Advertisement Others
Q 7(b) How will you rate the general availability of the product?
Excellent Good Satisfactory Below Average Poor
Q 7(c) Is test drive offered during purchase of maruti-susuki cars/vehicles?
Yes Always Yes, sometimes No Can’t Confirm

Q 7 (d) Are enough varieties of Maruti Suzuki vehicles available at the sales points?
Strongly Agree
Q 7 (e) Are products offered at maruti-suzuki sales points generally in good condition?
Strongly Agree
Q 7(f) Are Prices of the Maruti Suzuki cars/vehicles affordable?
Strongly Agree
Q 7 (g) Are discounts offered and availed by Maruti-Suzuki company ?
Strongly Agree
Satisfaction Level with External Designs & Quality of the vehicles
Q8. Give your feedback of the External Design of the Maruti Suzuki Cars
(i) Appearance Very Good Good Fair Average Below Average

(ii) Front View Very Good Good Fair Average Below Average
(iii) Side View Very Good Good Fair Average Below Average
(iv) Rear View Very Good Good Fair Average Below Average
Q 9. What is your level of satisfaction with regard to quality of Maruti Suzuki Cars?
(i) Engine
Below the expected satisfaction level Not Satisfactory
(ii) AC System
(iii) Electronic Equipment
(iv) Steering System
(v) Wheels & Tires

(vi) Interiors
(vii) Paints
(viii) Ground Clearance Level
Satisfaction Level with overall performance on road
Q10. Express your satisfaction level towards performance of Maruti Suzuki Cars.
(i) Power
(ii) Brakes
(iii) Clutch
(iv) Suspension system
(v) Fuel Consumption
(vi) Maintenance
(vii) Driving Comfort
Satisfaction Level with regard to Sales & Service Capability of the vehicles
Q11. Give your feedback on sales capability of Maruti Suzuki cars.
(i) Price
(ii) Showroom Equipment

(iii) On time vehicle delivery

(iv) New Car Condition

(v) Staff Responsiveness

(vi) Attractive Display of Products

(vii) Test Drive Facility

Q12. Give your feedback on service capability of Maruti Suzuki.
(i) Service Facility

(ii) Parts Availability

(iii) Timely Service

(iv) Service Quality

(v) Staff Response
(vi) Service Charges

(vii) Availability of Trained Staff

General Perception of the Customers with regard to Maruti Suzuki vehicles:
Q13. Do you agree that Maruti Suzuki have created a positive impact in consumers’ minds and has been
able to influence consumer perception towards quality products & associate services in the automobile
sector?
Yes certainly Yes to some extent Can’t confirm Not at all
Q14. Will you suggest Maruti Suzuki vehicles to others for purchase and use?
Yes certainly Well I need to think & decide Can’t be sure
Q 15. Are displays of merchandize attractive?

Strongly agree
Q 16. Are you satisfied with the availability of merchandize?
Q 17. How will you rate the quality of Services offered at Maruti Service Stations?
Q 18. Are you satisfied with the Post sales Services?
Q19. Are customer complaints handled properly by Maruti-Suzuki employees?

Strongly agree
Q20. Are Maruti Suzuki vehicles better options as compared to competitors’ brands in terms of
(i) External Design

Superior Same as other brands Inferior to other brands
Can’t Compare
(ii) Quality
Can’t Compare
(iii) Performance
Can’t Compare
(iv) Sales Capability
Can’t Compare
(v) Service capability
Can’t Compare
SECTION C: COMMENTS & SUGEGSTIONS
Comments (if any)

_____________________________________________________________________________________
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___________________________________________________________________________________
Suggestions (if any)

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Customer Satisfaction Maruti Suzuki

Measurement of Customer Satisfaction & Handling Customers Complaints

Product & Service Quality

Maximizing Customer Lifetime Value

Swift Baleno Dzire Alto Wagon R Vitara Brezza S-Presso Eeco

Chapter 2: Objective & Methodology

The specific objectives of the study are –

 To create a demographic profile of the consumers of Maruti Suzuki vehicles

Use of Primary & Secondary Data

 Text Books & References

Sample Selection – 50 respondents

Limitation of the Summer Training Report

Limited time for collecting data & preparing report

Accessing relevant texts and references is a gigantic task

Maruti tops in customer satisfaction for new cars: study

OD Newsdesk |Updated: November

Maruti Suzuki, the largest car

The study basically informs that, even

On a comparison with last year, the study

Maruti Suzuki tops JD Power customer satisfaction survey

Updated: Oct 30, 2015, 02.45 PM IST

There is an increase in manufacturers that are focused on delivering a high-quality after-sales

Maruti leads in customer satisfaction for 8th year in a row

Nov 14, 2007, 07.45 PM IST

He said the improvement in performance is encouraging, considering the sharp increase in

By NDTV Auto Team

10. Skoda – 772

Maruti Suzuki completes three decades of customer satisfaction

Chapter 4: Data Analysis & Interpretation

Table 1 : Gender profile of the Respondents

Gender profile N=50

Table 2: Age profile of the Respondents

Age Profile N=50

Table 3: Educational Profile of the Respondents

Educational Profile N=50

Table 4: Occupational Profile of the Respondents

Occupational Profile N =50

Table 5: Economic Profile of the Respondents

Economic Profile (Annual Income Level) N=50

Do you prefer Maruti Suzuki vehicles as a Private / Passenger car? N=50

Do you own a Maruti Suzuki private car/private vehicle? N=50

Would you like to purchase any Maruti Suzuki Vehicle? N=50

Are Maruti salespersons knowledgeable ? N=50

Is test drive offered during purchase? N=50

Are products offered at sales points generally in good condition? N=50

Is price of the Maruti Suzuki cars affordable? N=50

External Design & Quality

Give your feedback on the Appearance of the Maruti Suzuki Cars?

Give your feedback on Front View of the Maruti Suzuki Cars.

Give your feedback on Side View of the Maruti Suzuki Cars.

Give your feedback on Side View of the Maruti Suzuki Cars.

Give your feedback on Prices of Maruti Suzuki Cars N=50

Give your feedback on Showroom Equipment of Maruti Suzuki Cars N=50

Give your feedback on Timely Delivery of Maruti Suzuki Cars N=50

Give your feedback on Staff responsiveness of Maruti Suzuki Cars N=50

Give your feedback on Attractive Display of Maruti Suzuki Cars N=50

Give your feedback on Service Facility of Maruti Suzuki Cars N=50

Give your feedback on Parts Availability of Maruti Suzuki Cars N=50

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