DELHI: 30 Nov. 2023 — High implementation of service advisor actions during pre-service assists original equipment manufacturer (OEM) workshops in a multi-faceted manner, according to the J.D. Power 2023 India Customer Service Index (CSI) Study,SM released today. After a hiatus since 2021, J.D. Power has re-launched the India Customer Service Index Study in collaboration with NielsenIQ.
Pre-service actions by the service advisors combine several actions like multi-point inspection, explanation of work before service, being fully aware of customer needs, providing helpful advice and having sufficient technical knowledge. The study finds that customers who have received implementation of all these elements have an increase of 20 points (on a 1,000 -point scale) than those who do not (848 vs. 828, respectively). In addition, these customers end up spending 7% more on their service than those who do not receive these implementations. Continue reading “MG Motor India Tops 2023 India JD Power CSI Study for Third Consecutive Year”