Mercedes-Benz India tops 2018 JD Power CSI index in the luxury segment

by Autocar Pro News Desk , 13 Dec 2018

The country's largest luxury car maker Mercedes-Benz India has received the highest rank in the J.D. Power 2018 India Customer Service Index (CSI) study in the luxury car segment.

The study saw Mercedes-Benz India achieving 903 points, ranking highest in after-sales service satisfaction among all luxury car brands in India. The J.D. Power Sales Satisfaction Survey (SSI) study surveys the luxury vehicle owners that visit the authorised service centers for maintenance and repair work. Mercedes-Benz India has taken the highest rank in J.D. Power SSI Study for the second year on the trot, after topping the study in 2014 and 2015 as well.

Martin Schwenk, managing director and CEO, Mercedes-Benz India said: “We want to become the ‘Mercedes of Service’ and the findings of the latest J.D. Power CSI Study 2018 strongly reiterates our determination towards that goal. Customer centricity has been integral to all our operations and this recognition is a positive affirmation of the effort that our dealer partners are putting into maintaining the highest level of service excellence.”

“At Mercedes-Benz we are emphasising on digitisation of our processes and the 'Digital Service Drive' introduced for our customers was a benchmark initiative. We are excited to see our strategy of customer centricity bearing fruits as the study reveals that luxury vehicle owners demonstrate stronger preference for non-intrusive digital touch points, while servicing their vehicles. It is indeed very encouraging for us at Mercedes-Benz and our dealer partners to have come out on top of both J.D. Power Sales Satisfaction and Customer Satisfaction Study for 2018,” added Schwenk.

The JD Power 2018 India Customer Service Index (Luxury) Study was based on responses from 301 new-vehicle owners in the luxury segment who purchased their vehicle between March 2015 and August 2017. The study was undertaken between March and August 2018. The study measures new-vehicle owner satisfaction in the luxury segment in regards to after-sales service process by examining dealership performance in five factors (listed in order of importance): service quality (30%); service initiation (18%); service facility (18%); service advisor (17%); and vehicle pick-up (17%).