BMW India tops 2013 JD Power SSI, CSI studies

BMW India has been ranked the highest in sales satisfaction and customer satisfaction with aftersales service in the Indian luxury car segment in the 2013 JD Power Asia Pacific Sales Satisfaction Index (SSI) and J D Power Asia Pacific Customer Service Index (CSI) studies.

This was the first year that the luxury car market was included in the survey.

The 2013 India CSI study, which is based on evaluations from 238 vehicle owners, was fielded from May to August 2013 and included owners who purchased their cars between May 2011 and August 2012.

The CSI Study measured aftersales experience satisfaction separately in two segments – luxury and mass market – and satisfaction levels among luxury vehicle owners who visited an authorised dealership service centre for maintenance or repair work between the first 12 to 24 months of ownership.

The study measures overall satisfaction in five factors (listed in order of importance): service quality; vehicle pick-up; service advisor; service facility; and service initiation. Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction.

The overall luxury customer satisfaction with their dealership service experience averaged 876 points in 2013. BMW India, which was ranked the highest among luxury brands in customer satisfaction with a score of 892, says it did particularly well in the service advisor factor.

Commenting on the award, Philipp von Sahr, president, BMW Group India, said, “We are incredibly proud that BMW India has been ranked highest in sales satisfaction and customer satisfaction in the Indian luxury car segment. We offer our customers an unparalleled luxury experience with exclusively authentic premium products, world-class dealerships and high quality aftersales services.”

Photograph (L-R): Mohit Arora, executive director, JD Power Asia Pacific and Gerrit Kuyntjes, VP and GM, JD Power Asia Pacific, present the award to Philipp von Sahr, president, BMW Group India.