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Based on two studies: the NFO Total Customer Satisfaction Study
and the NFO Used-Car Buyer Study, which were conducted during late
2003 period, the second edition of the "Voice of the Customer"
awards saw a good attendance from the automotive industry.
A company release informs that a combined sample of nearly 12,000
car owners, across India, were studied making these the largest
syndicated studies conducted in India.
The total customer satisfaction study focuses on new car buyers,
with one to 36 months of ownership experience. NFO also included
the following areas affecting a buyer's ownership experience: new
car sales and delivery process, product quality, product performance
and design, after-sales service, cost-of-ownership, and brand image.
According to the release, the 2003 Used-Car Buyer Study is the
first syndicated offering that examines the needs and expectations
of the used-car buyers, a fast growing segment in the Indian automotive
industry. The award is based on the resale value index for a two-year
old used car. Additionally, the study also examines other critical
issues like shopping dynamics, used-car satisfaction, after-sales
experience, and product durability.
The NFO Voice of the Customer Awards for the Total Customer Satisfaction
Study went to:
Maruti 800 as the Best Entry Compact Car
Maruti Wagon R as the Best Premium Compact Car
Tata Indica Diesel as the Best Diesel Small Car
Hyundai Accent as the Best Entry Midsize Car
Honda City as the Best Midsize Car
Ford Ikon Diesel as the Best Diesel Midsize Car
Skoda Octavia as the Best Premium Midsize Car
Honda Accord as the Best Entry Luxury Car
Mahindra Scorpio as the Best SUV
While the NFO Voice of the Customer Awards for the Used car buyer
study :
Maruti 800 - Best Resale Value in Entry Compact Segment
Hyundai Santro - Best Resale Value in Premium Compact Segment
Tata Indica Diesel - Best Resale Value in Diesel Small Car Segment
Hyundai Accent - Best Resale Value in Entry Midsize Segment
Honda City - Best Resale Value in Midsize Segment
Toyota Qualis - Best Resale Value in SUV Segment
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