Honda Cars India
In October 2016, JD Power Asia released the 2016 India Customer Service Index (CSI) Study for mass market segment. According to the study, decoding the diverse needs, expectations of Indian auto customers are keys to improving customer satisfaction. Honda and Maruti Suzuki ranked highest in satisfaction, in a tie, with after-sales customer service among mass market brands, each with a score of 901. Honda shows strong improvement across all factors, with improvements in service initiation and service quality.
Honda’s models are associated with advanced design and technology, apart from its qualities of durability, reliability and fuel-efficiency. The company has a strong sales and distribution network with 331 facilities in 220 cities.
The company has its eyes on growth, as it expands its plants, model line-up and dealer network. It is also looking at reforming and modernising its operations in the face of changing customer expectations as well as regulations.
Going forward, the carmaker would like to ensure that its vehicle distribution is highly focused on quality, time to market and efficient use of road and yard capacity, while using multimodal transport modes. HCIL, which sells around 200,000 cars per year in India, is investing heavily in the country. It is increasing capacity at its two plants – at Greater Noida and Tapukara, both close to New Delhi – from 240,000 to 300,000 units. Currently, 95-98% of its output in India is for the domestic market, although exports could grow in future. It wants to achieve a level of service that will rely on efficient and quality-driven vehicle logistics.
