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Sales Experience of Indian Car Buyers
Sales experience of Indian car buyers is clearly reflected in the India Sales Satisfaction Index Study held by J.D. Power Asia, an international association that conducts research and surveys to help car manufacturers improve their sale and service.
The survey is based on the car owners’ satisfaction with respect to the sales and delivery process. According to the study, there are seven factors that contribute to the satisfaction level at the time of purchase. These factors include delivery process, delivery timing, salesperson, sales initiation, dealer facility, paperwork and deal.
The survey is based on the car owners’ satisfaction with respect to the sales and delivery process. According to the study, there are seven factors that contribute to the satisfaction level at the time of purchase. These factors include delivery process, delivery timing, salesperson, sales initiation, dealer facility, paperwork and deal.
Objective of India Sales Satisfaction Index Study
The primary objective of the sales satisfaction index is to help Indian car manufacturers improve their sales and delivery. This also helps prospective buyers to make a firm vehicle purchase decision.
Process of India Sales Satisfaction Index Study
Based on the seven key factors contributing to overall satisfaction, J.D. Power Asia conducts a survey. The officials from the firm travel to almost 20 different Indian cities and catch hold of car owners who have two to six months old car. The survey includes more than 5,416 car owners of 41 different car models in different cities of the country.
Benefits of India Sales Satisfaction Index Study
Apart from helping manufacturers to improve the satisfaction level for their customers, the survey also highlights the increasing number of online purchase and the simple actions of car dealers.
Online bookings and online purchase are the current wave in Indian car industry. Internet is gradually hitting the core of every industry including the car industry. It creates a greater awareness of the vehicle and influences the buyer to purchase. Internet is believed to have a greater impact on the sales process and will definitely give higher level of sales satisfaction. Another key factor why online vehicle purchase is increasing is the entry of young buyers in the new vehicle market.
Many simple steps taken by the car dealers help in improving the level of satisfaction. If the test drive vehicle is in well maintained condition, it will boost buyer’s satisfaction. The level of satisfaction is also increased if the dealer contacts a buyer after few weeks of purchase to assess the vehicle’s condition.
A friendly, efficient and knowledgeable salesperson also helps to gain buyer’s confidence. This further aids to create a strong and optimistic perception for both the dealer and the manufacturer.
The survey is thereby helping car manufacturers learn more ways to enhance customer satisfaction and give better sales service.
Online bookings and online purchase are the current wave in Indian car industry. Internet is gradually hitting the core of every industry including the car industry. It creates a greater awareness of the vehicle and influences the buyer to purchase. Internet is believed to have a greater impact on the sales process and will definitely give higher level of sales satisfaction. Another key factor why online vehicle purchase is increasing is the entry of young buyers in the new vehicle market.
Many simple steps taken by the car dealers help in improving the level of satisfaction. If the test drive vehicle is in well maintained condition, it will boost buyer’s satisfaction. The level of satisfaction is also increased if the dealer contacts a buyer after few weeks of purchase to assess the vehicle’s condition.
A friendly, efficient and knowledgeable salesperson also helps to gain buyer’s confidence. This further aids to create a strong and optimistic perception for both the dealer and the manufacturer.
The survey is thereby helping car manufacturers learn more ways to enhance customer satisfaction and give better sales service.
Highlights of 2008 India Sales Satisfaction Index
Study
According to the survey held in 2008, Skoda is ranked highest in overall sales satisfaction of new-car owner. This is the second consecutive year for Skoda to top the list.
Highlights of 2008 India Sales Satisfaction Index
Study
J.D. Power Asia Pacific 2008 India Sales Satisfaction Index (SSI) Study is the ninth study that finds out the level of satisfaction across the industry. On a scale of 1,000 point, the satisfaction level averages to about 767. Six out of 10 vehicle manufacturers included in the study ranks above average and Skoda ranks the highest with a top score of 799. Ford ranks second with a score of 792 while the Honda, Mahindra and Toyota tie up at the third position with a common score of 782. Maruti Suzuki ranks fourth with a score of 775.
Chevrolet, Mahindra Renault, Tata and Hyundai perform below average with a score of 766, 766, 745 and 743, respectively.
The 2008 study also finds that the number of online vehicle purchase has increased from nearly 10% in 2004 to 20% in 2008. First time buyers are comparatively more in numbers than the repeated vehicle buyers.
Chevrolet, Mahindra Renault, Tata and Hyundai perform below average with a score of 766, 766, 745 and 743, respectively.
The 2008 study also finds that the number of online vehicle purchase has increased from nearly 10% in 2004 to 20% in 2008. First time buyers are comparatively more in numbers than the repeated vehicle buyers.
Highlights of 2007 India Sales Satisfaction Index
Study
According to the survey held in 2007, Skoda ranks the highest in overall sales satisfaction of new-vehicle owner.
On a scale of 1,000 point, the satisfaction level averages to about 773. Six out of nine vehicle manufacturers included in the study positioned above average and Skoda ranks the highest with a top score of 797. Maruti Suzuki ranks second with a score of 790 and Mahindra bagged the third position with an industry score of 789. Toyota ranks fourth with a score of 781 while Chevrolet and Ford tie up at the fifth position with a score of 780.
According to the survey, the sales satisfaction level of Honda, Hyundai and Tata is below industry average.
On a scale of 1,000 point, the satisfaction level averages to about 773. Six out of nine vehicle manufacturers included in the study positioned above average and Skoda ranks the highest with a top score of 797. Maruti Suzuki ranks second with a score of 790 and Mahindra bagged the third position with an industry score of 789. Toyota ranks fourth with a score of 781 while Chevrolet and Ford tie up at the fifth position with a score of 780.
According to the survey, the sales satisfaction level of Honda, Hyundai and Tata is below industry average.
Conclusion
In the two consecutive years, Skoda has maintained its position with the highest ranking but other brands like the Maruti Suzuki, Ford and Honda have been shifted from their positions and shuffled up. Maruti Suzuki has fall down from second ranking in 2007 to fourth rankings n 2008. Ford has made several efforts to gear up from fifth rank in 2007 to second rank in 2008. Honda has also been successful in boosting buyer’s satisfaction and has climbed from the position below the average in 2007 to third position in 2008.
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