Global market research company JD power recently published its first Commercial Vehicle (CV) dealership survey – J.D. Power 2017 India Dealer Satisfaction. Published along with the Automotive Manufacturers Index (DSWAMI) study, the survey is aimed at the commercial vehicle sector in India. Mahindra and Mahindra (M&M) topped the survey, scoring 890 points. Ashok Leyland ranked second with a score of 801 while Tata Motors took the third spot with a score of 777. The study evaluates dealer satisfaction with automobile manufacturers while highlighting dealer attitudes concerning the vehicle retail business. Marking the company’s foray into CV dealership evaluation, after seven years of passenger car dealership evaluation, the survey took into consideration, responses from 2,358 dealer principals or dealership general managers, spread across 200 cities in India. The study collected data over the fourth quarter of FY17 in association with Federation of Automobile Dealers Associations (FADA). According to the study, over 50 per cent of the dealers, spanning across segments of CV, passenger vehicles and two-wheeler expect the forthcoming financial year to be positive on the back of improving buyer sentiment. The dealer satisfaction survey looked at nine major factors, including sales team, marketing and sales activities, support from the manufacturer, product ordering and delivery, training, warranty claims, after-sales and parts. As per the survey findings nine out of ten dealers pointed at as having a competitive range for strong performance. The study also pin points at dealers that were offered incentives to expand business over those that were presented with cash or trophies. Those presented with incentives scored higher. Over 90 per cent of dealers who topped satisfaction ratings, indicated a will to continue working with the same manufacturer.


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