According to the findings of the 2009 four-wheeler total customer satisfaction study released today by leading market information provider, TNS, 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 conducted by TNS specialist division, TNS Automotive, is the largest syndicated automotive study in India, representing the responses of more than 8,100 new car buyers.
This comprehensive study 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-ofownership.
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.
Rankings for the TCS study are done at the vehicle segment-level to provide comparisons among similar groups of vehicles.
The models ranking highest in their respective segments for total customer satisfaction are: Maruti 800 in “Entry Compact”; Hyundai i10 and Maruti A Star (Jointly) in “Premium Compact”; Skoda Fabia in “Upper Premium Compact, Maruti Swift Diesel in “Small Car – Diesel”; Maruti Omni LPG in “ Small Car – Alternate Fuel”; Hyundai Accent Petrol in “Entry Midsize”; Hyundai Verna Petrol in “Midsize”; Toyota Corolla Altis in “Premium Midsize”; Ford Fiesta Diesel in “Midsize Car – Diesel”; Mahindra Bolero in “SUV/ MPV”; and Honda CRV in “Premium SUV”.
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 somber note.
2009 Four-Wheeler TCS Study
The TCS study was conducted from August through November 2009 across 28 centers:
Agra, Ahmedabad, Bangalore, Bhopal, Bhubaneshwar, Calicut, Chandigarh, Chennai, Cochin, Coimbatore, Dehradun, Delhi (NCR), Hyderabad, Indore, Jaipur, Jallandhar, Kolkata, Lucknow, Ludhiana, Mumbai, Patna, Pune, Raipur, Ranchi, Surat, Trivandrum, Vadodara and Vijaywada.
TNS, who recently merged with Research International, is the world’s largest custom research agency delivering actionable insights and research-based business advice to its clients so they can make more effective business decisions.
TNS offers comprehensive industry knowledge within the Consumer, Technology, Finance, Automotive and Political & Social sectors, supported by a unique product offering that stretches across the entire range of marketing and business issues, specialising in product development & innovation, brand & communication, stakeholder management, retail & shopper, and qualitative research.
Delivering best-in-class service across more than 75 countries, TNS is part of Kantar, the world’s largest research, insight and consultancy network.
Please visit www.tnsglobal.com for more information.
New Delhi - 4 January 2010