Car companies are now knocking at your door, quite literally. They are arranging doorstep pick-ups and drops of cars meant for service, a scheme that a recent JD Power survey said is turning out to be a smash hit with customers.
According to the survey — Customer Satisfaction Index (CSI) — of more than 5,300 customers, who own more than 40 car models in India, vehicle pick-up and delivery before and after service had a strong impact on customer satisfaction. JD Power is an international agency that conducts customer satisfaction research and provides consulting services in the automotive, information technology and finance industries.
In particular, customers who said their vehicle was picked up from their doorstep before service and delivered to the same point after service are notably more delighted with their after-sales service experience, compared with customers who did not receive the service.
Hyundai officials said they provide the service in around 20 to 25 cities. “The trend of pick up and drop is increasing in India, and mostly IT workers and people with their own businesses avail the service,” said B Mani, senior general manager, Hyundai Motor India.
For Maruti, the service is currently available at some places and is free exclusively for women. As part of the service, the dealer or the workshop sends a driver to pick up the vehicle for service, and returns it after the service is over. Others can get the service too, but they need to enroll for it and pay a fee.
Although this value-added service has been utilised more frequently over the past two years, fewer than even one of 10 customers report receiving it, said the survey.
“Picking up and delivering vehicles provide greater convenience to customers, who travel an average of 9 km each way to reach their authorised service center,” said the survey quoting Mohit Arora, senior director at J.D. Power Asia Pacific, Singapore.
Maruti Suzuki, which topped the CSI, rolled out the service in an experimental manner in December 2006 following a suggestion by a woman employee of the company. Although it was extended to a few more locations, it remains an isolated phenomenon. A Maruti spokesperson said the service would be rolled out nationwide in phases soon.