India’s largest luxury car maker Mercedes-Benz has received the highest rank in the J.D. Power 2018 India Customer Service Index (Luxury) Study. The study determined that Mercedes-Benz with 903 points, ranks highest in after-sales service satisfaction among all luxury car brands in India. The J.D. Power SSI study surveys luxury vehicle owners that visit the authorized 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.
Mr. Martin Schwenk, Managing Director & CEO, Mercedes-Benz India commented, “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.”
Martin Schwenk further added, “At Mercedes-Benz we are emphasizing on digitization 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.”
The 2018 India Customer Service Index (Luxury) Study is 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 fielded from March through August 2018.
The study measures new-vehicle owner satisfaction in the luxury segment with the 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%).