MG tops J.D. Power 2021 Customer Service Index Study

Just a few days after MG India topped the J.D. Power 2021 India Sales Satisfaction Index (SSI) Study, the brand has secured first place in the J.D. Power 2021 India Customer Service Index (CSI) Study as well. MG managed this feat by scoring 868 points out of a possible 1,000-points, with Hyundai (845) and Kia (831) rounding out the top three spots. 

J.D. Power 2021 India Customer Service Index (CSI) Study 

For a spot of context, the J.D. Power 2021 India Customer Service Index (CSI) Study has just come back from a brief hiatus, with 2019 being the last one. It is based on responses from 5,313 new car owners who have made the purchase anytime between September 2018 and December 2020. The study was fielded from September through December 2021.

In essence, the CSI study measures the satisfaction levels of customer with the aftersales experience after having bought a new mass-market car, by examining the dealership performance in five key areas. These include service initiation (26 percent weightage), service advisor (20 percent weightage), vehicle pick-up (20 percent weightage), service quality (19 percent weightage), and service facility (15 percent weightage).

2021 Customer Service Index (CSI) Study: additional findings

Some of the other interesting findings of the study are that more than three-fourth (77 percent) of the customers scheduled their service via a phone call with the authorised dealer workshop, over a quarter (27 percent) of them said they found their last service cost higher than anticipated, and almost two-thirds (66 percent) agreed that the comprehensive service advisor recommendations tend to increase the amount spent by a customer (backed up by the average 6 percent more these customers spent).

MG in India

It’s only been a few years since MG entered the Indian market with the Hector SUV back in 2019, and has since expanded its portfolio with the Hector Plus, Gloster, Astor and most recently ZS EV facelift. The carmaker is also working on a new affordable EV that’s slated for an early 2023 launch.