Customer satisfaction is the most important aspect that

companies must understand in order to remain competitive

Q1 and grow. %
Strongly Agree 45
Agree 20
Neutral 17
Disagree 9
Strongly Disagree 9

45
45
40
35
30
25 20
20 17

15
9 9
10
5
0
Strongly Agree Neutral Disagree Strongly
Agree Disagree

Interpretations

45% of Responders are strongly agree and 20% agreed where as 17% are neutral and 9% disagree
whereas 9% are strongly disagree that customer satisfaction is the most important aspect that
companies must understand in order to remain competitive and grow.
 Maruti try to maintain their vehicle by proper servicing
and for servicing they trust only on the authorized service
Q2 centre. %
Strongly Agree 37
Agree 29
Neutral 19
Disagree 5
Strongly Disagree 10

40 37

35
29
30

25
19
20

15
10
10
5
5

0
Strongly Agree Neutral Disagree Strongly
Agree Disagree

Interpretations

37% of Responders are strongly agree and 29% agreed where as 19% are neutral and 5% disagree
whereas 10% are strongly disagree that Maruti try to maintain their vehicle by proper servicing
and for servicing they trust only on the authorized service centre.
 To start and run successfully any business customer and its
Q3 satisfaction is most important. %
Strongly Agree 33
Agree 29
Neutral 21
Disagree 14
Strongly Disagree 3

35 33

29
30

25
21
20
14
15

10

5 3

0
Strongly Agree Agree Neutral Disagree Strongly
Disagree

Interpretations
33% of Responders are strongly agree and 29% agreed where as 21% are neutral and 14% disagree
whereas 3% are strongly disagree that to start and run successfully any business customer and its
satisfaction is most important.

A satisfied customer is one who completely satisfy with the

product usage and its services after number of years and
Q4 think that this is the best product in the segment. %
Strongly Agree 44
Agree 32
Neutral 12
Disagree 5
Strongly Disagree 7

50
44
45

40

35 32

30

25

20

15 12

10 7
5
5

0
Strongly Agree Agree Neutral Disagree Strongly Disagree
Interpretations

44% of Responders are strongly agree and 32% agreed where as 12% are neutral and 5% disagree
whereas 7% are strongly disagree that a satisfied customer is one who completely satisfy with the
product usage and its services after number of years and think that this is the best product in the
segment.

Service Quality is the another term associated with the

Q5 customer satisfaction. %
Strongly Agree 39
Agree 25
Neutral 12
Disagree 10
Strongly Disagree 14
 STRONGLY DISAGREE 14

DISAGREE 10

NEUTRAL 12

AGREE 25

STRONGLY AGREE 39

0 5 10 15 20 25 30 35 40

Interpretations

39% of Responders are strongly agree and 25% agreed where as 12% are neutral and 10% disagree
whereas 14% are strongly disagree that Service Quality is the another term associated with the
customer satisfaction.

Maruti Suzuki ranks highest in customer satisfaction with

dealer service among mass market brands for a 15th
Q6 consecutive year. %
Strongly Agree 42
Agree 33
Neutral 14
Disagree 7
Strongly Disagree 4
 Strongly Disagree 4

Disagree 7

Neutral 14

Agree 33

Strongly Agree 42

0 10 20 30 40 50

Interpretations

42% of Responders are strongly agree and 33% agreed where as 14% are neutral and 7% disagree
whereas 4% are strongly disagree that Maruti Suzuki ranks highest in customer satisfaction with
dealer service among mass market brands for a 15th consecutive year.

Maruti dealer network is one of its greatest strengths and

Q7 it score over many manufacturers due to this strength only. %
Strongly Agree 29
Agree 25
 Neutral 20
Disagree 16
Strongly Disagree 10

Strongly Disagree 10

Disagree 16

Neutral 20

Agree 25

Strongly Agree 29

0 5 10 15 20 25 30

Interpretations

29% of Responders are strongly agree and 25% agreed where as 20% are neutral and 16% disagree
whereas 10% are strongly disagree that Maruti dealer network is one of its greatest strengths and
it score over many manufacturers due to this strength only.

MUL developed a long-term relationship with the vendors

Q8 by looking at them as extended enterprises. %
 Strongly Agree 23
Agree 27
Neutral 12
Disagree 21
Strongly Disagree 17

17% 23%
Strongly Agree

21% Agree
Neutral
27%
12% Disagree
Strongly Disagree

Interpretations

23% of Responders are strongly agree and 27% agreed where as 12% are neutral and 21% disagree
whereas 17% are strongly disagree that MUL developed a long-term relationship with the vendors
by looking at them as extended enterprises.
 Much attention has been paid by MUL in the selection of
its vendors as most of them have been identified as OEMs
Q9 avoiding Tier-I category. %
Strongly Agree 28
Agree 20
Neutral 19
Disagree 25
Strongly Disagree 8

STRONGLY DISAGREE 8

DISAGREE
25

NEUTRAL
19

AGREE
20

STRONGLY AGREE
28
0 5 10 15 20 25 30

Interpretations

28% of Responders are strongly agree and 20% agreed where as 19% are neutral and 25% disagree
whereas 8% are strongly disagree that much attention has been paid by MUL in the selection of its
vendors as most of them have been identified as OEMs avoiding Tier-I category.
 Maruti is an automotive marvel and the pride of millions of
Q10 owners. %
Strongly Agree 33
Agree 31
Neutral 15
Disagree 17
Strongly Disagree 4

33
31

17
15

Strongly Agree Agree Neutral Disagree Strongly

Disagree

Interpretations

33% of Responders are strongly agree and 31% agreed where as 15% are neutral and 17% disagree
whereas 4% are strongly disagree that Maruti is an automotive marvel and the pride of millions of
owners.
 The company can enhance its after-sale services by
Q11 adopting the latest practices. %
Strongly Agree 41
Agree 21
Neutral 18
Disagree 14
Strongly Disagree 6

45 41
40

35

30

25 21
20 18
14
15

10 6
5

0
Strongly Agree Agree Neutral Disagree Strongly Disagree

Interpretations

41% of Responders are strongly agree and 21% agreed where as 18% are neutral and 14% disagree
whereas 6% are strongly disagree that the company can enhance its after-sale services by adopting
the latest practices.
 Maruti Suzuki has to concentrate more on the five basic
areas of operation, namely Training of Employees, Tooling
and Equipment, Job Systems, Procedures and Manpower
Q12 Loading, and Parts Operations. %
Strongly Agree 44
Agree 27
Neutral 11
Disagree 9
Strongly Disagree 9

50
44
45
40
35
30 27

25
20
15 11
9 9
10
5
0
STRONGLY AGREE NEUTRAL DISAGREE STRONGLY
AGREE DISAGREE

Interpretations

44% of Responders are strongly agree and 27% agreed where as 11% are neutral and 9% disagree
whereas 9% are strongly disagree that Maruti Suzuki has to concentrate more on the five basic
areas of operation, namely Training of Employees, Tooling and Equipment, Job Systems,
Procedures and Manpower Loading, and Parts Operations.

Sales staff of Marutiare properly trained in various

Q13 operational features of all models of vehicles. %
Strongly Agree 39
Agree 28
Neutral 15
Disagree 14
Strongly Disagree 4

40 39

30
28
20
15
10 14

0
4
Strongly
Agree Series1
Agree Neutral
Disagree
Strongly
Disagree

Interpretations
39% of Responders are strongly agree and 28% agreed where as 15% are neutral and 14% disagree
whereas 4% are strongly disagree that sales staff of Maruti are properly trained in various
operational features of all models of vehicles.

Car owners feel that the hospitality shown by dealers is

better during their visits to the places of dealers before and
Q14 immediately after the purchase. %
Strongly Agree 36
Agree 22
Neutral 19
Disagree 16
Strongly Disagree 7

40
36
30

20 22
19
10 16

0 7
Strongly
Agree Series1
Agree Neutral
Disagree
Strongly
Disagree
Interpretations

36% of Responders are strongly agree and 22% agreed where as 19% are neutral and 16% disagree
whereas 7% are strongly disagree that car owners feel that the hospitality shown by dealers is better
during their visits to the places of dealers before and immediately after the purchase.

Customer satisfaction measures how well the expectation of

a customer concerning a product or service provided by
Q15 your company has been met. %
Strongly Agree 29
Agree 25
Neutral 22
Disagree 11
Strongly Disagree 13
 13

29
11

22
25

Strongly Agree Agree Neutral Disagree Strongly Disagree

Interpretations

29% of Responders are strongly agree and 25% agreed where as 22% are neutral and 11% disagree
whereas 13% are strongly disagree that customer satisfaction measures how well the expectation
of a customer concerning a product or service provided by your company has been met.