The Hindu Business Line : Maruti, Toyota models top customer satisfaction survey

MODELS from Maruti and Toyota have topped the 2004 four-wheeler total customer satisfaction study, released today by TNS, ranking highest in six of the 10 vehicle parameters.

Among the new models launched since TNS's 2003 study, Ford Endeavour got the top honours in the "premium SUV" segment.

The `2004 4-wheeler Total Customer Satisfaction' study conducted by TNS Automotive, provides a measure of commitment that a given model or brand enjoys with its customers.

It represents the responses of more than 7,000 car buyers towards the performance of over 40 models in the areas of sales satisfaction, product quality, vehicle performance and design, after-sales service, brand image, and cost of ownership.

The 10 models ranking highest in their respective segments for total customer satisfaction are: Maruti 800 for "entry compact"; Maruti Zen Petrol for "premium compact"; Tata Indica Diesel for "small car - diesel"; Maruti Esteem Petrol for "entry midsize"; Mitsubishi Lancer Petrol for "midsize"; Toyota Corolla for "premium midsize"; Mitsubishi Lancer Diesel for "midsize car - diesel"; Toyota Camry for "entry luxury"; Toyota Qualis for "SUV"; and Ford Endeavour for "premium SUV".

"The industry has witnessed an improvement on all areas of customer ownership experience, except sales satisfaction," said Mr Rajeev Lochan, General Manager (Asia Pacific) of TNS Automotive.

"Performance and design, brand image, and after-sales are the three most improved aspects for the industry. The decline in sales satisfaction can partly be attributed to the increasing sales volume, indicating the difficulty in managing customer expectations in a growing market."

The study also found the emerging trend of shortened cycle-time for replacement/additional car purchase. Compared to a cycle-time of close to five years in 2002, the 2004 study observes a significant reduction to a cycle-time of less than four-and-a-half years.

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