TNS Automotive: Indian Car Industry Puts in a Great Performance on Customer Satisfaction Too!

According to the findings of the 2009 four-wheeler total customer satisfaction study released by TNS Automotive, the upper premium compact, midsize and entry luxury car segments have shown the maximum improvement in delivering customer satisfaction.

The 2009 four-wheeler Total Customer Satisfaction (TCS) study represents the responses of more than 8,100 new car buyers and covers over 54 models with customer evaluations taken in the key areas of sales satisfaction, product quality, vehicle performance and design, after sales service, brand image, and cost-of-ownership. The TCS index score provides a measure of satisfaction and loyalty a given model enjoys with its customers.

According to Pradeep Saxena, Senior Vice President, TNS Automotive, "In 2009, the small car segment has seen the entry as well as consolidation of feature laden bigger size hatchback cars. Consequently the upper end of compact cars has grown not only in sales volume but in customer satisfaction as well. Models such as Hyundai i10, Maruti A-Star and Skoda Fabia have contributed to the high satisfaction scores."

At the other end of the spectrum, the niche entry luxury segment has the distinction of achieving a score of more than 100 for all the car models sampled (though the sample for some models is relatively small). Another segment which has done consistently well is the mid size car segment. In this segment all the sampled models have achieved a score of 90+.

 
This year, the lowest scoring segment is the diesel small car segment due to a fall in the Tata Indica Diesel scores.

Overall, the industry has maintained the score at last year's level. In line with that, some traditionally strong models continue to delight their customers. The Maruti 800 continues to enjoy a very high satisfaction level. Hyundai Accent and Swift Diesel are able to do much the same and this indeed speaks highly of how these manufacturers have been able to manage these brands using a holistic approach encompassing product quality, after-sales service and brand image. All of these models have improved their scores over 2008 as well.

Overall, the Indian car industry has put up a great performance not only in terms of car sales but also in keeping the customers satisfied with their products and services in a year, which had started on a rather sombre note.