MUMBAI: The NFO/TNS Voice of the Customer Awards 2003 were presented at a glittering ceremony in New Delhi on 14 January 2004.
Maruti 800 was awarded as the Best Entry Compact Car, while Honda Accord was crowned as the Best Entry Luxury Car.
Based on two studies: the NFO Total Customer Satisfaction Study and the NFO Used-Car Buyer Study, which were conducted during late 2003 period, the second edition of the “Voice of the Customer” awards saw a good attendance from the automotive industry.
A company release informs that a combined sample of nearly 12,000 car owners, across India, were studied making these the largest syndicated studies conducted in India.
The total customer satisfaction study focuses on new car buyers, with one to 36 months of ownership experience. NFO also included the following areas affecting a buyer’s ownership experience: new car sales and delivery process, product quality, product performance and design, after-sales service, cost-of-ownership, and brand image.
According to the release, the 2003 Used-Car Buyer Study is the first syndicated offering that examines the needs and expectations of the used-car buyers, a fast growing segment in the Indian automotive industry. The award is based on the resale value index for a two-year old used car. Additionally, the study also examines other critical issues like shopping dynamics, used-car satisfaction, after-sales experience, and product durability.
The NFO Voice of the Customer Awards for the Total Customer Satisfaction Study went to:
Maruti 800 as the Best Entry Compact Car
Maruti Wagon R as the Best Premium Compact Car
Tata Indica Diesel as the Best Diesel Small Car
Hyundai Accent as the Best Entry Midsize Car
Honda City as the Best Midsize Car
Ford Ikon Diesel as the Best Diesel Midsize Car
Skoda Octavia as the Best Premium Midsize Car
Honda Accord as the Best Entry Luxury Car
Mahindra Scorpio as the Best SUV
While the NFO Voice of the Customer Awards for the Used car buyer study :
Maruti 800 – Best Resale Value in Entry Compact Segment
Hyundai Santro – Best Resale Value in Premium Compact Segment
Tata Indica Diesel – Best Resale Value in Diesel Small Car Segment
Hyundai Accent – Best Resale Value in Entry Midsize Segment
Honda City – Best Resale Value in Midsize Segment
Toyota Qualis – Best Resale Value in SUV Segment