Mercedes-Benz India has topped the JD Power Customer Satisfaction Index Study for 2018. The car maker, with 903 points has ranked the highest in after sales and service in the luxury car segment. Mercedes-Benz has achieved this rank for the second year in a row. It has previously topped the study in 2014 and 2015 as well.
Mr. Martin Schwenk, Managing Director & CEO, Mercedes-Benz India commented,
“We want to become the ‘Mercedes of Service’ and the findings of the latest J.D. Power
CSI Study 2018 strongly reiterates our determination towards that goal. Customer
centricity has been integral to all our operations and this recognition is a positive
affirmation of the effort that our dealer partners are putting into maintaining the highest
level of service excellence.”
Martin Schwenk further added, “At Mercedes-Benz we are emphasising on
digitisation of our processes and the Digital Service Drive introduced for our customers
was a benchmark initiative. We are excited to see our strategy of Customer Centricity
bearing fruits as the study reveals that luxury vehicle owners demonstrate stronger
preference for non-intrusive Digital Touch Points, while servicing their vehicles. It is
indeed very encouraging for us at Mercedes-Benz and our dealer partners to have
come out on top of both J.D. Power Sales Satisfaction and Customer Satisfaction Study
for 2018.”
