TVS Motor Company, the Tamil Nadu based two-wheeler giant, has topped the J.D Power Customer Satisfaction Study for 2017. This is for the second consecutive year, the motorcycle company has topped the India Two-wheeler Customer Service Index (2WCSI) study. With this, TVS has retained its crown as the highest ranked two-wheeler company in after sales service.
The study measures the satisfaction level of customers with the after sales service provided by the two wheeler companies during the first two years of ownership. It takes into account the satisfaction levels of the customers across the following five parameters
Vehicle pick-up (22%)
Service advisor (21%)
Service Quality (20%)
Service facility (19%)
Service Initiation (18%)
Based on the customer’s response for the above five parameters, the Overall Customer Satisfaction is calculated and is measured on a 1000 point scale.
TVS Motor Company has performed exceptionally well across all the five parameters with a total score of 782 for 1000 points and has emerged as a clear winner in the two-wheeler segment in India.
Mr. K.N.Radhakrishnan, President and Chief Executive Officer, TVS Motor Company commented, “Effective communication and customer engagement are critical in a service-oriented industry like ours. At TVS Motor Company, customer-centricity is important to us and we don’t stop at satisfying our customers, but delighting them. It is our consistent endeavour to provide our customers end-to-end support and guidance to give them a remarkable ownership experience. We have enjoyed customer advocacy and loyalty for the consecutive two years and this win is a testimony of that. We feel honoured and are humbled for the trust our customers bestow on us. We will continue to aim to exceed their expectations and deliver on all our promise.”
The 2017 India 2WCSI study evaluated feedback from 7310 two-wheeler owners in 45 cities across India.
For a two wheeler owner to be considered for the survey, he/she should have bought the vehicle between November 2014 and March 2016 and should have had a service experience within three months of evaluation. The study was performed between November 2016 and March 2017.
TVS Motor Company has been a leading two and three wheeler manufacturer in India and has a plant in Hosur, Tamil Nadu.