Ideal Motors (Pvt) Ltd, a fully owned subsidiary of the Ideal Group, which has been representing Mahindra & Mahindra since 2009, with core business interests in motor franchise imports and motor spare parts in Sri Lanka, announced that Mahindra has topped the sales satisfaction index among mass market brands followed by Toyota and Ford, as per global market research firm, JD Power.
“Our vision at Ideal Motors is to strive to be the most trusted, innovative, and respected brand in the industry, focusing on total commitment to our customers and employees right from the start and it gives us enormous satisfaction and pride to represent a brand such as Mahindra,” said Chairman Ideal Group, Nalin Welgama.
The 2017 India Sales Satisfaction Index (Mass Market) Study is based on responses from 7,831 new-vehicle owners, who purchased vehicles between September 2016 and April 2017. Mahindra & Mahindra ranked highest in the sales satisfaction index, followed by Toyota and Ford.
The 2017 India Sales Satisfaction Index (Mass Market) Study is based on responses from 7,831 new-vehicle owners, who purchased vehicles between September 2016 and April 2017.
The study examined six factors that contributed to overall customer satisfaction with their new-vehicle purchase experience in the mass market segment. In order of impact on overall sales satisfaction, those factors are sales initiation (17 per cent); dealer facility (17 per cent); deal and paperwork (17 per cent); delivery timing (17 per cent); salesperson (16 per cent); and delivery process (16 per cent).
According to the press statement issued by JD Power, the overall sales satisfaction index for the industry has improved significantly: Overall satisfaction by 31 points (on a 1,000-point scale) from 2016.
Key factors contributing to this improvement include a higher implementation rate on process standards; an increase in the number of amenities made available at dealer facilities; and a drop in pressures and problems experienced by customers during the shopping experience.