In just three years, the British automaker has risen in popularity as India’s leading SUV manufacturer. JD Power India Sales Satisfaction Study (SSI) ranked MG Motor 1st in Sales Satisfaction with an 881 score out of a total of 1000 points.
MG Motor India has exceeded two consistent car manufacturers in this Index i.e Toyota and Hyundai. Toyota scored 877 points and ranks below MG Motor India while Hyundai stands in third place with 875 points. The satisfaction of new-vehicle owners with the sales process is measurable using six parameters such as:
- Delivery procedure (20%)
- Facility for Dealer (18%)
- Completion of Paperwork (17%)
- Working out the deal (15%)
- Sales Consultant (15%)
- Brand Website (14%)
J.D. Power SSI Study for India in 2021
J.D. Power SSI Study evaluated the responses of 5,593 car owners who bought cars from January 2021 to December 2021. According to the report, 85% of new prospective customers conduct online research prior to purchasing a vehicle. There is a high chance that 68% of automobile buyers would like to go to showrooms for purchasing a car. Further research found that new purchasers demand a quick response from automakers while doing internet research for a specific model. Other factors that influence the car purchase experience include family and friend referrals, accessibility to a servicing centre, and the quickest feasible delivery.
In association with NielsenIQ- a consumer intelligence business, JD Power organised the India Customer Service Index Study.
Sandeep Pande (the lead of the automotive practice India at NielsenIQ) said that “The critical issue to address here is the divergence of the preference. Essentially, customers are thinking at two levels. Firstly, the readiness of the dealers to seamlessly transition from one mode to another. Secondly, the robustness of the technology integration to handle high-value purchases.”
A drastic change from offline to online purchasing modes is no doubt making consumers maintain a balance between the 2 methods of purchase. This is because of the fact that the pandemic continues its fluctuating waves. He further added, “At the end of the day, all that the customers want to know is whether dealerships are able to anticipate their needs and fulfil them accordingly.”
MG Motor in India
According to the report, MG Motor India will continue to maintain its brand at the top level position by providing a seamless customer experience. MG Motor came to India in 2019. In such a short time, the brand has managed to win customers’ hearts in terms of sales satisfaction. MG Motor currently sells Astor, Hector, Hector Plus, Gloster and the recently-updated ZS EV in India. With this lineup, the brand is hoping to dominate the SUV segment against its competitors.