Communication led by service advisors helps drive satisfaction with aftersales process in India  - NIQ
Report

Communication led by service advisors helps drive satisfaction with aftersales process in India 

Report

Communication led by service advisors helps drive satisfaction with aftersales process in India 


According to the study, communication from service advisors encompasses several elements such as a thorough multi-point check; confirmation of service requests; review and explanation of work pre and post-service; and regular status updates.

The study finds that satisfaction among customers who have received implementation of all interaction elements increases by 25 index points (on a 1,000-point scale) vs. among those who do not receive them (863 vs. 838, respectively).


  

J.D. Power & NielsenIQ Alliance Study

Key findings of the 2022 study: 

  • Quality of work remains critical for satisfaction: More than three-fourths (80%) of customers say that key elements of service quality were done, such as completion of all requested work; work done right the first time, and the vehicle was cleaned. Satisfaction declines 22 points when customers say that even one of these elements was missing. 
  • Younger customers harder to please: Millennials1 and Gen Z customers are the least satisfied among generational groups, with the overall satisfaction of 822, which is 22 points below the average. They are significantly more critical of any omission in the implementation of both interaction and quality of service. In contrast, older customers (> 35 years of age) tend to be more forgiving and place a higher importance on the quality of service. 

What does the study measure? 

The study measures new-vehicle owners’ satisfaction with the after-sales process by examining dealership performance in five factors : 

  1. Service initiation  
  1. Service Advisor  
  1. Vehicle pick-up  
  1. Service quality  
  1. Service facility  
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