TVS Motor Company, the homegrown two wheeler maker, has won top honors in the inaugural JD Power 2016 India Two-Wheeler Customer Service Index (2WCSI) Study. As against the industry average of 748, TVS has scored 773 out of 1000-point scale of overall customer satisfaction.
The study measures customer satisfaction with the after-sales service experience at original equipment (OE) authorized service centre during the first 12 to 24 months of ownership. The study measures satisfaction in 5 factors - vehicle pick-up (22%); service advisor (21%); service quality (20%); service facility (19%); and service initiation (18%).
A total of 7,270 two-wheeler owners across 44 cities in India were evaluated to come up with the final results of 2016 JD Power Customer Satisfaction survey. The study says that all these owners purchased a new two-wheeler between November 2015 and March 2015 and got their vehicle serviced within three months of evaluations. The study, done from November 2015 to March 2016, included 10 leading two-wheeler manufacturers and over 75 models.