Asia Pacific has awarded New Holland Agriculture with the India Tractor
Customer Satisfaction award owing to the company’s after sales service leaving
customers satisfied as per studies conducted by a team of researchers.
scored a total of 794 in the India Tractor Customer Service Index done by J.D.
Power Asia over the industry average of 774. The study was based on responses
from 4,789 owners in India who purchased a new tractor between July 2012 and
November 2013. The studies were fielded between July and November 2014 in 14
states across the country.
Tractor Customer Service Index Study measures customer satisfaction with the
after-sales process at authorised service centers among tractor owners. Overall
customer service satisfaction is based on a combined score of the service
satisfaction index and parts operation index. The service satisfaction index
examines satisfaction in four key measures (listed in order of importance):
service quality; service initiation; service engineer; and service handover.
The parts operation index examines satisfaction across five attributes,
including availability of parts, speed of parts delivery and parts value for
money, amongst others.
For the first
time in the segment, J.D. Power has examined the product performance and
service provided to tractor customers. Their data and insights are used by
companies to improve quality, satisfaction and business performance, and by
consumers to make more informed purchase decisions.
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