Mahindra & Mahindra tops JD Power sales satisfaction index

Ideal Motors (Pvt.) Ltd, a fully-owned subsidiary company of the Ideal group, which has been representing Mahindra & Mahindra since 2009, with core business interests in motor franchise imports and motor spare parts in Sri Lanka, announced that Mahindra has topped the sales satisfaction index among mass market brands followed by Toyota and Ford, as per the global market research firm, JD Power. 

The 2017 India Sales Satisfaction Index (Mass Market) Study is based on responses from 7,831 new vehicle owners, who purchased vehicles between September 2016 and April 2017 ET Auto | October 14, 2017, 20:02 IST. Mahindra & Mahindra ranked the highest in the sales satisfaction index, followed by Toyota and Ford. The 2017 India Sales Satisfaction Index (Mass Market) Study is based on responses from 7,831 new vehicle owners, who purchased vehicles between September 2016 and April 2017.

The study examined six factors that contributed to overall customer satisfaction with their new-vehicle purchase experience in the mass market segment. In order of impact on overall sales satisfaction, those factors are sales initiation (17 percent), dealer facility (17 percent), deal and paperwork (17 percent), delivery timing (17 percent), salesperson (16 percent) and delivery process (16 percent).
According to the press statement issued by JD Power, the overall sales satisfaction index for the industry improves significantly: overall satisfaction increases by 31 points (on a 1,000-point scale) from 2016.

The key factors contributing to this improvement include a higher implementation rate on process standards, an increase in the number of amenities made available at dealer facilities and a drop in pressures and problems experienced by the customers during the shopping experience. 

“Our vision at Ideal Motors is to strive to be the most trusted, innovative and respected brand in the industry, focusing on total commitment to our customers and employees right from the start and it gives us enormous satisfaction and pride to represent a brand such as Mahindra,” said Ideal Group Chairman Nalin Welgama. 

Ideal Motors, the trusted Sri Lankan partner of Mahindra and Mahindra, recently won two prestigious awards, namely, ‘Largest Overseas Market’ as well as ‘Best Network Coverage’ in sales, service and spare parts beating 72 global distributors and has gone on to establish a market share in excess of 40 percent for Mahindra in all the motor segments represented by them in Sri Lanka.

“As the sole authorized distributor of Mahindra, we are committed to establishing the Mahindra brand in Sri Lanka with particular emphasis on islandwide vehicle display showrooms, service, repair and spare parts availability,” said Welgama. 

Ideal Motors has its main vehicle display showroom located in the heart of Colombo city’s commercial district at No.271, Galle Road, Colombo 3, while countrywide Ideal has 32 partner locations with 18 showrooms fully owned by the Ideal group. A fully-equipped central workshop and central spare parts store with trained personnel and the ability to carry out general service, mechanical and electrical repair and accident repair has been established in close proximity to Colombo City limits at No.75, Kandawala Road, Ratmalana.

The country-wide service and spare parts dealer network extends to 14 partner locations with a further eight Ideal Motors-owned regional repair centres functioning as localized service and repair facilities.