Toyota on top in TNS Automative study

MUMBAI: According to a study by TNS Automotive, Toyota continues to lead the satisfaction index. The no. 2 spot was claimed by Hyundai which improved its ranking over that of 2008. Mahindra & Mahindra and Maruti Suzuki shared the same number of points.

According to the study, the industry as a whole witnessed an improved relationship with dealer partners in 2010. This is reflected in the relationship level across all manufacturers.

The overall industry performance (measured through the profitability index) has improved significantly- from 66 in 2008 to 78 in 2010. Here too, Toyota and Hyundai are the leading companies. According to the report, in 2010, the industry as a whole witnessed an improved relationship with dealer partners. This is reflected in the relationship level across all manufacturers.

Says TNS Automotive Executive Director Pradeep Saxena, "The study helps manufacturers in assessing the strength of their relationship with their primary customers namely dealers."

"In the current system of brand exclusive dealerships, it is all the more important for the existing manufacturers to retain their channel partners in their fold, particularly with some of the largest global companies such as Volkswagen and Nissan entering the Indian market," he adds.

According to the survey, one more focus area for the industry is after-sales service. Dealer partners have consistently voiced their concerns on availability of spare parts as also service promotions. They also seek a greater support in handling complaints related to OEM fitted items.

The findings also revealed that dealer partners have rated the industry performance poorly on relationship aspects such as willingness to solve their problems and taking their suggestions on-board. Another such aspect is fairness in network planning.

The study was conducted across India covering a wide spectrum of passenger car dealers of all leading manufacturers. Giving due importance to the market diversity, the study coverage included tier 2 and 3 towns as well, in addition to metros and tier 1 towns.

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