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Customer satisfaction is not rocket science at car service center

Tuesday, November 22nd, 2011

Somebody said customer satisfaction is not rocket science. With globalization and increasing competitive environement, there is more customer awareness about latest technologies and practices at car service station.

As an estimate 10% to 15% revenue can be increased at any car service dealer by just tweaking their processes. Customer satisfaction is major part of the process. Large dealers are spending amount of money paying to consultants to make their process works better. Manufacturer audit their process. CSI is popular terms, which stands for Customer Satisfaction Index.

There is an organization like J.D. Power and Associates which conducts customer satisfaction research based on survey responses from consumers worldwide. Their survey reports are popular and used to improve businesses worldwide.

Hike in petrol prices and inflation, cost of car servicing and repair also become deciding factor to make customer happy. Cost of car servicing is high after warranty gets expired. According to survey, 60% of customer look for other car workshop after warranty. MeriCAR.com is providing platform to customers to search for the right car workshops.

According to JD Power Report, Maruti Suzuki India has topped again in customer satisfaction with dealer service for a 12th consecutive year. The reason is a large network of service center and strict guidelines for dealers to follow during audit process.

Source:

http://articles.economictimes.indiatimes.com

http://indiatoday.intoday.in

Tags: car service, car service center, csi, customer choice, customer satisfaction
Posted in car service, car service center, car servicing trends | 1 Comment »

Honda recalls city sedans to replace faulty part

Tuesday, September 6th, 2011

Your new Honda car may have faulty parts. Check out with your dealer. Japanese car major Honda has announced it will recall thousands of City sedans in India to replace a faulty component. According to the news (timesofindia) 72,115 units of its ‘City’ sedan to guard against a potential power window switch problem in cars manufactured from 2005 to 2007.

What is Window Switch?
The window switch is part of the efficient power window system, helping to make the operation of your vehicle windows safer and more convenient as you travel. The window switch is the handy little control that makes opening your window as easy as the touch of a button, rather than the time consuming hassle of cranking the window handle, which surely takes more of the driver’s attention, distracting it from the road ahead.

This comes as part of a worldwide recall the company has issued, covering as many as 962,000 cars, to fix power windows and computer systems. While the global exercise also covers models like the Jazz and the CR-V crossover, in India it has only been issued for the City.

Honda Siel India said it will carry out the “preventive part replacement” free of cost and owners would be contacted for the same. “Although no incident has been reported in India, Honda Siel is extending the same exercise to the previously-sold Honda City manufactured in 2005 to 2007,” a company statement said.

In January 2010, the company recalled 8,532 City cars to fix the same switch defect which can cause a fire.

If you have recently bought Honda City, please contact to your dealer and ask for free replacement.

News Source: http://timesofindia.indiatimes.com/business/india-business/Honda-recalls-72115-City-cars/articleshow/9876786.cms

http://www.bbc.co.uk/news/world-south-asia-14799348

http://www.autopartswarehouse.com/window_switch~pop.html (Power Window Switch)

Tags: faulty car, Honda, power window switch, total recall
Posted in aftermarket, car servicing trends | No Comments »

Huge opportunity for multi-brand car service stations

Monday, August 29th, 2011

According to survey, today, only one-third of the cars that are sold by the dealerships go back to the dealerships, post-warranty. The rest is an opportunity for the after-market services networks. (Business Standard 29.08.2011).

After sales service market is un organized in India and corporates are trying to make organized it by building chains of multi brand car service centers. Bosch has over 500 authorized Bosch Car Service centers in India. Castrol has castrol pit stops. Carnation Auto, Carz and many more are trying to establish chains of their multi brand workshops all across India.

According to industry analysts, bulk of the customers tend to move away from dealerships. That’s when the independent multi-brand outlets will be an option for them. These outlets have as a unique proposition — “multi-brand and a one-stop-shop for many of the auto needs of the customers”.

“From 2010, 2 million cars are being added each year, with more and more people are graduating from two-wheelers to four. Today, there are over 18 million cars on the Indian streets. Globally, car service is not owned by the manufacturer, but by privately-held multi-car service network,” said co-founder and managing director Venu Donepudi. (Business Standard 29.08.2011).

Source News:
http://www.business-standard.com/india/news/multi-brand-car-servicing-biz-set-to-grow/447441/

Tags: car service centers, car service station, multibrand workshops
Posted in aftermarket, car servicing trends | No Comments »

Why Do Majority Buy Maruti? Not because of features, it is servicing

Saturday, July 16th, 2011

Maruti is a large producer of cars in India, nearly 10 million maruti vehicles. Over the 27 years of its life, Maruti has become the bedrock of India’s emergence as world’s second-fastest growing automobile market.

Maruti spokeperson says “A person can travel some distance to buy a car… but how far he has to travel to get his car serviced thereafter, often forms the basis of his decision on which car to buy” (HT)

The company is opening car workshop at highest altitude of 3,740 meters above sea level in Himachal Pardesh. In hill stations, people prefer maruti because of availability of Maruti service centers. Managing logistic at hill station for servicing is not easy when vehicle needs spares.

Maruti has a network of Maruti dealers, Maruti Service Zone and Maruti Authorized Service Stations. They follow Maruti standards and regular auditing for maintaining quality servicing. Spread across 1,406 cities and towns of India, Maruti Suzuki’s 2992 workshops is the highest number of service centers, that any car maker has in India.

Majority of women leave car servicing to husbands (survey)

Wednesday, July 13th, 2011

Women are afraid of going to any car workshop which is not organized and found herself cheated. This phenomena is across the world. One woman explains her situation like this “whenever I take my vehicle to garage without husband, i found my mechanic always giving higher cost estimation for small repair jobs”

A survey conducted by Bosch Car Service in the UK reveals 70% of women are still asking men to take their cars in for services.

The survey also revealed that three in ten drivers under the age of 24 admitted to letting their parents deal with the responsibilities of car maintenance, and just three in ten took their own cars in for a service.

Large car dealers are setting up women friendly service centers. Women are becoming independent in their choices, but few women prefer going to car service station for car checkup. Mostly ladies prefer pick and drop facility.

In India, nobody can imagine having separate facilities for women, but it exists in other countries. In Australia, there is Galmatic Workshop. It runs by women and provides training for do-it-yourself services. Galmatic empowers women to be road savvy and confident behind the wheel and educate women to know how their car works and save $ in costly repairs.

Related Links and Source:
http://www.iol.co.za/motoring

http://blog.mericar.com/tag/car-workshop-for-women/

Tags: car service center, car workshop, car workshop for women, women workshop
Posted in car service, car service center, car servicing trends | No Comments »


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