MG India tops customer sales satisfaction – J.D. Power 2021 India SSI Study

MG India has ranked highest in the J.D. Power 2021 India Sales Satisfaction Index (SSI) Study. On a 1,000-point scale, MG scored 881, followed by Toyota India (877) and Hyundai India (875). 

J.D. Power 2021 India Sales Satisfaction Index (SSI) Study 

The J.D. Power 2021 India Sales Satisfaction Index (SSI) Study is based on responses from 5,593 new-vehicle owners who made their purchase from January to December 2021. The study excluded the months from April to June 2021 due to the second wave of pandemic in India. The study was fielded from September through December 2021. 

It measures new-vehicle owners’ satisfaction with the sales process on six factors (listed in order of importance): delivery process (20 percent); dealer facility (18 percent); paperwork completion (17 percent); working out the deal (15 percent); sales consultant (15 percent); and brand website (14 percent). The study examines sales satisfaction solely in the mass-market segment. 

MG in India

MG came into the Indian market with the Hector SUV in 2019. Along with the Hector, the company’s existing portfolio is made up of Hector Plus, Gloster, Astor and ZS EV SUVs. The company recently introduced the updated ZS EV with a larger battery pack. It is also developing an all-electric, two-door model, slated for an early 2023 launch, which will be based on SAIC-GM-Wuling’s Global Small Electric Vehicle (GSEV) platform. 

2021 India Sales Satisfaction Study: additional findings

The study found that while 85 percent of car buyers went online for their vehicle research, there was a strong preference for physical showroom visits. 68 percent of the respondents said they would like to like to go through the entire car buying journey in person, and only 20 percent said they wanted a complete online experience. 

Additionally, the study found out that customers look for prompt response by companies, following an online request. Moreover, recommendation from family or peers remains a leading factor for choosing a dealer, followed by dealership location, and a promise of immediate delivery.