The Indian subsidiary of US automaker Ford India Ltd has topped the list of companies in terms of satisfying automotive customers in India with the sales process. According to J.D. Power Asia Pacific 2003 India sales satisfaction Index (SSI), ‘‘Ford’s top ranking with 107 points, is due in part to its ability to offer its customers the most hassle-free shopping experience as compared to its competitors.’’ The study noted that eight of the 11 makes recorded a decline in overall sales satisfaction compared to the 2002 study. This is largely due to the decline in the performance on the sales experience and price evaluation factors, which together contribute more than one-half of the overall sales satisfaction score. The India country manager of J.D. Power Asia Pacific, Mohit Arora, said, ‘‘Car buyers in India on Monday look for a hassle-free shopping experience.’’ However, due to intensifying competition, more auto dealers are reaching out to car buyers. Similarly, due to larger choice of vehicles available, car buyers are considering more dealerships to explore the best model and deal.’’ Ford India is followed by Honda Siel in sales satisfaction by one index point at 106 points. Hyundai and Maruti tie to rank third and are one point behind Honda Siel at 105. General Motors (GMI) and Hindustan Motors also rank above the industry average of 102 points. Fiat India and GMI are the only makes to show improvement this year compared to 2002. GMI is also the only make that has achieved a continuous year-over-year improvement since 2000.
