Skoda tops JD Power India sales satisfaction study

The latest J.D. Power Asia Pacific 2008 India Sales Satisfaction Index study, showed that Skoda has provided the best overall sales satisfaction in India, for the second consecutive year.

Skoda ranked highest with an overall SSI score of 799, performing well in all seven factors driving new-vehicle owner satisfaction. Ford follows with a score of 792 while Honda, Mahindra and Toyota tie to rank third (782). The 2008 India Sales Satisfaction Index Study was based on responses of more than 5,416 owners of 41 different vehicle models at two to six months of ownership.

As per the study, Skoda customers were found to be fully satisfied with the salesperson and the sales initiation process the company had employed.  Establishing beyond doubt that the salesperson plays a key role in providing a hassle-free vehicle purchase experience for customers and represents the face of the manufacturer, it has been pointed out that employing an efficient, knowledgeable and friendly salesperson creates a strong and positive perception not only of the dealer but also the manufacturer in the minds of customers. It is here Skoda has scored for two successive years.

The ninth J.D. Power Asia Pacific 2008 India Sales Satisfaction Index study had measured new-vehicle owner satisfaction with the sales and delivery experience by examining seven key factors: delivery process, delivery timing, salesperson, sales initiation, dealer facility, paperwork and deals.

In terms of sales and popularity, the study has found that the number of owners who shopped online prior to purchasing their new vehicle has steadily increased from less than 10 per cent in 2004 to 20 per cent in 2008. While owners of midsize vehicles browse the Net more often, first-time buyers and former motorcycle and scooter owners who are upgrading to a new vehicle also used the internet during the shopping process, it said.