In Tractor Service Satisfaction John Deere Ranks First
New Delhi: According to the J.D. Power 2016 India Tractor Customer Service Index (CSI) StudySM, customer satisfaction with tractor after-sales service in India has declined, due in large part to a drop in service quality and availability of parts.
The study, now in its second year, examines satisfaction among tractor owners in India who visited an authorised service centre for maintenance or repair work between the first 12 to 24 months of ownership.
Overall customer satisfaction is based on a combined score of the service satisfaction and parts operation indices. The service satisfaction index measures overall satisfaction across four factors like service quality; service initiation; service handover and the service engineer. Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction.
Tractor owner satisfaction with after-sales service in India drops to 751 in 2016 from 774 in 2015. The overall decrease is attributed to notable declines in the service satisfaction index for service quality (-31 points) and service engineer (-24) as well as a decline in the overall parts operation index score (-52).
Director, J.D. Power, Dr. Gordon Shields said “Results indicate that the tractor industry is struggling to provide the growing number of tractor customers with the service support they expect. With the number of reported breakdown increasing to 19% of all service customers in the study this year, it is essential that dealers are able to support their customers with the right level of service and parts. ”
The study finds that only 13% of tractor owners indicate having their tractor repaired on-site at the farm, workplace or in the field in 2016, compared with 18% in 2015.
Among the eight brands included in the study, John Deere ranks highest in satisfaction with the after-sales service experience with a score of 785, a 7-point improvement from 2015, Massey Ferguson (769)ranks second and New Holland (768) ranks third.