News Headline
TVS Centra zooms past others in customer satisfaction
MUMBAI: The recently launched TVS Centra has zoomed past all others in the ‘executive’ bikes segment in customer satisfaction according to the findings of the 2004 total customer satisfaction study released by TNS.
At the make-level, Hero Honda continues to dominate the volume segments, while Royal Enfield enjoys a strong lead in the niche cruiser market, the study revealed.
Representing the responses of more than 6500 new-motorcycle buyers towards the performance of over 30 models in the key areas of sales satisfaction, product quality, motorcycle performance and design, after-sales service, brand image, and cost-of-ownership, the 2004 Motorcycle Total Customer Satisfaction (MTCS) study conducted by TNS specialist division, TNS Automotive, is the largest syndicated motorcycle study in India. The TCS index score provides a measure of commitment a given model or brand enjoys with its customers, informed an official release.
Joining the TVS Centra in the coveted number one slot, the Hero Honda CD Dawn, the Bajaj Pulsar and the Royal Enfield Machismo emerge as leaders in the standard, premium, and cruiser segments, respectively.
Furthermore, in addition to its top ranking customer satisfaction score, the Centra records the industry-best fuel efficiency at 69.5 kilometers per litre according to the owner-reported data.
“The industry average TCS score has improved marginally by one index point from 2003. The study reveals that manufacturers are meeting their customers’ expectations in regards to performance and design and product quality, but fall short in the areas of after-sales service and cost of ownership,” said TNS Automotive General Manager (Asia Pacific) Rajeev Lochan.
The challenges in managing customer expectations over time as the length of ownership increases is a finding common to both TNS’ 2003 and 2004 studies. Compared to an average TCS score of 82 for one to six months owners, the score for post-warranty customers drops by seven index points to 75.
“Hero Honda, particularly Splendor, performs with a greater degree of consistency in satisfying their customers throughout the ownership period. The strong customer commitment that Splendor enjoys is not surprising and is reflected in its equally strong market place performance,” Lochan.
The study also revealed that new models/ model variants such as Hero Honda Passion+, Hero Honda Karizma, and TVS Centra have performed well in meeting customer expectations, especially on performance and design.
In addition to the customer evaluations on various aspects of their ownership experience, this study also examines key trends in the industry. Some of the emerging trends are:
* Nearly one-fifth of owners surveyed indicate a preference for upgrading to cars within the next three years. Among those intending to purchase a new car in the near future, the budget ranges between Rs 200,000 to Rs 400,000.
* Increase in owners purchasing additional/ replacement motorcycles. Among owners who purchased a new bike in 2004, 26 per cent bought it as an additional/ replacement to another two-wheeler. This represents an eight-percentage point increase compared to those who purchased a new bike in 2001.
* Among makes currently not available in the market, Honda finds a strong preference. The preference is significant among owners of executive and premium bikes, particularly from Yamaha and Hero Honda.
* Weak preference for Chinese bikes with over 70 per cent owners either unaware or rejecting the brand.
“These trends are indicative of a shift in the market composition and its impact on future car sales,” observes Lochan. “Small car manufacturers will certainly benefit from the rapidly growing base of motorcycle owners, while Honda’s entry into the motorcycle market will pose a stiff challenge to its competitors.”
NEW DELHI: Hamdard Laboratories gathered a cross-section of India’s achievers in New Delhi on Friday, handing out the Hakeem Abdul Hameed Excellence Awards to figures who have left their mark across healthcare, education, sport, public service and the arts.
The ceremony, attended by minister of state for defence Sanjay Seth and senior officials from the ministry of Ayush, celebrated individuals whose work blends professional success with a sense of public purpose. It was as much a roll call of achievement as it was a reminder that influence is not measured only in profits or podiums, but in people reached and lives improved.
Among the headline awardees was Alakh Pandey, founder and chief executive of PhysicsWallah, recognised for turning affordable digital learning into a mass movement. On the sporting front, Arjuna Awardee and kabaddi player Sakshi Puniya was honoured for her contribution to the game and for pushing women’s participation onto bigger stages.
The cultural spotlight fell on veteran lyricist and poet Santosh Anand, whose songs have echoed across generations of Hindi cinema. At 97, Anand accepted the honour with characteristic humility, reflecting on a life shaped by perseverance and hope.
Healthcare honours spanned both modern and traditional systems. Manoj N. Nesari was recognised for strengthening Ayurveda’s place in national and global health frameworks. Padma shri Mohammed Abdul Waheed was honoured for his research-backed work in Unani medicine, while padma shri Mohsin Wali received recognition for his long-standing contribution to patient-centred care.
Education and social development also featured prominently. Padma shri Zahir Ishaq Kazi was honoured for decades of work in education, while former Meghalaya superintendent of Police T. C. Chacko was recognised for public service. Goonj founder Anshu Gupta received an award for his dignity-centred rural development initiatives, and the Hunar Shakti Foundation was honoured for empowering women and young girls through skill development.
The Lifetime Achievement Award went to former IAS officer Shailaja Chandra for her long career in public healthcare and governance, particularly in the traditional systems under Ayush.
Speaking at the event, Hamdard chairman Abdul Majeed said the awards were a tribute to those who combine excellence with empathy. “These awardees reflect Hakeem Sahib’s belief that healthcare, education and public service must ultimately serve humanity,” he said.
Minister Seth struck a forward-looking note, saying India’s young population gives the country a unique opportunity to become a global destination for learning, health and wellness by 2047.
The ceremony also featured the trailer launch of Unani Ki Kahaani, an upcoming documentary starring actor Jim Sarbh, set to premiere on Discovery on 11 February.
Instituted in memory of Unani scholar and educationist Hakeem Abdul Hameed, the awards have grown into a national platform that celebrates those building a more inclusive and resilient India. For one evening at least, the spotlight was not just on success, but on service with substance.
