In an era of digitalization, with more than 73% of vehicle shoppers in India knowing the exact model to be purchased and 88% researching online, product discovery at a showroom remains an important driver of customer experience, according to the J.D. Power 2022 India Sales Satisfaction Index Study (SSI),SM released today. Since 2021, J.D. Power has re-launched the India Sales Satisfaction Index Study in partnership with NielsenIQ.
The study finds that customers with a seamless product discovery engagement have an increase of 28 index points (on a 1,000-point scale) over those who do not (872 vs. 844, respectively). However, more than one-third (36%) of customers in India mention that the product discovery engagement was not seamless.
MG ranks highest for a second consecutive year, with a score of 881. Toyota (878) ranks second and Hyundai (872) ranks third.Sandeep Pande, lead of the automotive practice India at NielsenIQ said “With customers returning to the showrooms for their purchase, a seamless product discovery will aid satisfaction and will drive dealer referrals”.
