According to the J.D. Power 2017 India Tractor Customer Service Index (CSI) Study, Customer satisfaction with tractor after-sales service in India has improved year over year, while tolerance toward substandard service experience has notably declined.
The study examined satisfaction among tractor owners who visited an authorised service centre for maintenance or repair work in the last 12 months. Overall customer satisfaction based on a combined score of the service satisfaction and parts operation indices was analyzed. The service satisfaction index measures overall satisfaction across four factors (listed in order of importance):
-
service quality
-
service engineer
-
service initiation and
-
service handover.
The parts operation index captures satisfaction across five attributes. Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction. New Hollande has scored the maximum in the study, followed by John Deere, Mahindra, Eicher, Mahindra Swaraj among the top five.
