Toyota dealers most satisfied in India

Japanese automaker Toyota has retained its top position as a company whose dealers are the most satisfied in India, followed by Hyundai, according to a survey by market research firm TNS.

The biennial survey said Toyota scored 105 points as against an industry average of 84 points in the dealer- principal relationship rating.

Hyundai, on the other hand jumped four places up to from the last survey held in 2008 to be ranked second in 2010 with a score of 95.

Mahindra & Mahindra and Maruti Suzuki India shared the third position with 87 points each in the survey that measured the satisfaction of Passenger Vehicle (cars, SUVs, MUVs) dealers with their principals.

"In 2010, the industry as a whole witnessed an improved relationship with dealer partners. This is reflected in the relationship level across all manufacturers," TNS said in a statement.

The average industry score has increased from 74 in 2008 to 84 in the current study, it added.

"The study is a reflection of the changing complexion of the passenger car market," TNS Automotive Pradeep Executive Director Pradeep Saxena said.

In the current system of brand exclusive dealerships, it is all the more important for the existing manufacturers to retain their channel partners in their fold, particularly with some of the largest global companies such as Volkswagen and Nissan entering the Indian market, he added.

The 2010 TNS Automotive Syndicated Dealer Satisfaction Study was conducted across India covering 492 dealers across 76 towns in the country for a wide spectrum of passenger car dealers of all leading manufacturers.

According to the survey, dealers rated the auto industry performance "poorly" on relationship aspects such as willingness to solve their problems and taking their suggestions on-board. Another such aspect is fairness in network planning.

The dealers have also voiced their concerns on availability of spare parts as also service promotions.

TNS Automotive is the leading global provider of market research and insights to the automotive industry, with a specialist network of over 350 dedicated researchers in over 50 countries.