India Sales Satisfaction Index (SSI) Study 2022: MG, Toyota and Hyundai secure top three spots
The study highlights that even in the digital age, physical product discovery in showrooms is crucial for customers.
MG India earned the top rank in JD Power’s Sales Satisfaction Index India (SSI) Study 2022. On a scale of 1,000, MG scored 881, followed by Toyota India (878) and Hyundai India (872) in second and third place respectively. This is the second year in a row MG has topped the study, with Toyota and Hyundai also repeating their respective rankings.
- The study measures car buyer satisfaction across six different parameters
- Millennials and Gen Z customers are the hardest to please
- Product discovery in showrooms remains an important driver of the customer experience
2022 Sales Satisfaction Index (SSI) Study of India: what is it?
It measures new car buyers’ satisfaction with the sales process based on six factors (listed in order of importance): delivery process (20%); dealer base (18 percent); complete paperwork (17 percent); work with agreement (15 percent); sales consultants (15 percent); and brand websites (14 percent). The study only looked at sales satisfaction in the mass market segment.
The 2022 Sales Satisfaction Index (SSI) study in India is based on the responses of 6,618 new car buyers who purchased a vehicle between January and December 2021. The study was conducted by JD Power in collaboration with NeilsenIQ. from June to September 2022.
Results of the study
Research has shown that even in the digital age, with 88% of product research online, product discovery in showrooms remains one of the most important drivers of customer satisfaction. client. However, about a third of customers do not have a seamless product discovery experience at showrooms.
Sandeep Pande, head of automotive India at NielsenIQ, said: “Even in an age of instant information availability, the importance of consulting sales-led product discovery continues to drive. buying experience.
MG, with eXpert . digital platform and fully digital showroom, therefore, seems to be offering the best retail experience among mass car manufacturers in India. Chinese-owned British carmaker now for sale Hector, Hector Plus, Gloster, Astor and ZS EV in India. It is also developing a all-electric, two-door modelscheduled to launch in early 2023, based on SAIC-GM-Wuling’s Global Small Electric Vehicle (GSEV) platform.
The study also found that almost a third (27 per cent) of customers faced one or more problems during their commercial engagement with dealers, thus reducing the satisfaction index. Meanwhile, millennials and Gen Z customers are the hardest to please, with 41% citing problems in product discovery interactions compared to 33% among older customers. Research also shows that customers are sensitive to key explanations on the day of delivery and a little beyond, such as about issues like a special ceremony and follow-up call.
Also see:
MG India ranks first in customer sales satisfaction – JD Power 2021 India SSI Study
