India’s largest carmaker Maruti Suzuki has topped the JD Power 2015 Customer Service Index Study (mass market brands) for the year of 2015. This rating means that Maruti holds its place as the best after-sales service provider among mass market brands for the 16th year in a row. The study, now in its 19th year, examines satisfaction among vehicle owners who visit authorised dealership service centres for maintenance or repair work between the first 12 to 24 months of vehicle ownership. The study measures overall satisfaction based on five factors (listed in order of importance): service quality (43%); vehicle pick-up (17%); service advisor (14%); service facility (14%); and service initiation (11%).

The study measures overall customer satisfaction on a 1,000-point scale, with a higher score indicating higher satisfaction. Maruti Suzuki, with a score of 906 leads the mass market brands followed by Honda Cars India with a score of 880; both above the industry average of 866. All other OEMs, including Hyundai Motors, Tata Motors,  Mahindra & Mahindra, Toyota Kirloskar Motor, Nissan Motor India, GM India, Ford India, Renault India, Fiat Chrysler Auto India, Volkswagen India and Skoda India, rank below the industry average.

The study also found that one in six people had the dealerships pick up and drop off their vehicles from their desired locations, resulting in a higher satisfaction than customers dropping off their own vehicles. In addition, manufacturers are offering more amenities such as lounges, air conditioning, refreshment counters and more for customers' convenience. The study showed higher levels of satisfaction among customers who experienced one or more of these services.

It revealed that 85 percent of the customers received their vehicles on the same day, a rise from 70 percent in 2014, resulting in a higher rate of satisfaction.

The 2015 India Customer Service Index Study is based on evaluations from 7,468 vehicle owners. The study was fielded from May through August 2015 and includes owners who purchased their vehicle between May 2013 and August 2014.