DISSERTATION REPORT ON “CUSTOMER SATISFACTION AND POST PURCHASE BEHAVIOR WITH RESPECT TO HERO MOTORS” BANGLORE Submitted by: PRAVEEN ENROLLMENT NO: Under The Guidance Of Marketing Faculty In partial fulfilment of award of the degree Of MASTER OF BUSINESS ADMINISTRATION AMITY GLOBAL BUSINESS SCHOOL BANGLORE 1
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DISSERTATION REPORT ON
“CUSTOMER SATISFACTION AND POST PURCHASE BEHAVIOR WITH RESPECT TO HERO MOTORS”
BANGLORE
Submitted by:
PRAVEEN
ENROLLMENT NO:
Under The Guidance Of
Marketing Faculty
In partial fulfilment of award of the degree
Of
MASTER OF BUSINESS ADMINISTRATION
AMITY GLOBAL BUSINESS SCHOOL
BANGLORE
1
DECLARATION
I hereby declare that the Dissertation project entitled “CUSTOMER SATISFACTION
AND POST PURCHASE BEHAVIOR WITH RESPECT TO HERO
MOTORS” submitted by me as a partial fulfillment for the award of Masters of Business
Administration to Amity Global Business School, Bangalore is original and genuine work
carried out by me.
Date:
Place:
2
ACKNOWLEDGEMENT
Apart from my own efforts, the success of any project depends largely on the encouragement and
guidelines of many others. I take this opportunity to express my gratitude to the people who have
been instrumental in the successful completion of this project.
I would like to thank my project faculty guide Prof.XXXXX, Bangalore, for his constant
follow-up, encouragement and guidance to complete this project within the allotted time frame
I would like to thank xxxxxxxxxx, Director General, AGBS, Bangalore, for giving me a
chance to gain an exposure in the corporate world. I would also like to thank
XXXXXXXXXXXXXXXXXXXXXXXXX, for their kind cooperation and providing me with
the academic support.
Last but not the least; I would like to thank my Almighty for blessing me and making this
project a success.
3
TABLE OF CONTENT
Chapter No Title Page No
1 Introduction 6
2 Literature Review 10
3 Research Methodology 28
4 Industry profile 30
5 Company profile 42
6 Termination of Honda joint venture 57
7 Data collection 58
8 Data Analysis and interpretation 59
9 Findings and Discussions 73
10Suggestions and Recommendations 74
11 Conclusion75
12 Bibliography 76
13 Annexure 77
4
EXECUTIVE SUMMARY
Marketing starts with identifying the needs of customers and ends in satisfying those wants. The
goal of marketing is to attract new customers by promising superior value and to keep current
customers by delivering satisfaction based on their preferences retaining them.
As the customers are regarded as the superiors in today’s market, the level of satisfaction and
their preferences should be keenly studied.
The two-wheeler industry has been expanding rapidly. Gone are the days when possessing a
two-wheeler was seen as a luxury. Now days, it is viewed as a mere necessity.
Prior, sale of two-wheelers was mainly confined to urban areas but lately in rural areas the
bicycles are being replaced by power driven two-wheelers such as scooters, motorcycles.
Not only this, this industry has also customers ranging from all demographic segments. It has
been common sights that even school going children are driving two-wheelers. The women
customers are also increasing due to increase in women literacy and employment.
Getting a new customer is difficult, than retaining a current customer is a more difficult
one and not only that it is estimated that the cost of attracting a new customer is five times the
cost of retaining current customer. It requires a great deal of effort to induce satisfied customer
to switch away from their current preference. Thus, customer satisfaction is been given top
priority in today’s competitive world.
Therefore, keeping the above stated objective in mind, this study was conducted to ascertain the
customer’s satisfaction towards Hero two-wheelers in Hero MotoCorp Ltd. In view of this, a
detailed study of customer preferences, levels of satisfaction and their complaints and
suggestions was undertaken.
5
1. INTRODUCTION TO THE DISSERTATION
The Dissertation is all about measuring the customer satisfaction in Hero Motors. Every
company is trying to satisfy its customers. The emphasis is on ways of retaining customers, then
on attracting new customers. It is easy to attract new customers then to retain old customers. So,
companies are trying to focus on this aspect of customer’s satisfaction.
The sale of a product does not end with the sale transaction but it is the point at which
the original marketing concept starts. The marketer has to see that whether the customer satisfied
with that particular product/service or not. The post purchase behavior is important for a
marketer. If there is any cognitive dissonance in the minds of the customers then that is enough
to lose a customer. Keeping this in mind the companies are giving more importance to customer
satisfaction.
This project work has been done to find out whether a customer is satisfied or
dissatisfied, also to measure the level of the customer satisfaction and provide this feedback to
the company. The first phase of the project involves the collection of information from the
customers for interpreting the characteristics based on which the customer feels satisfied or
dissatisfied. This information is collected by preparing a structured questionnaire. The
questionnaire consists of both open-ended and closed-ended questions. The questionnaire is
designed in such a way that a customer feels convenient to answer.
The collated information through the questionnaire is analyzed and presented in a
statistical form. The findings are listed and suggestions to solve problems faced have been given
in the suggestion part.
6
INTRODUCTION TO CUSTOMER SATISFACTION
Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyer expectation. In general satisfaction are a person’s feelings of pleasure or
disappointment resulting from comparing a products perceived performance relation to his/her
expectations. If the performance falls short of expectation, the customer is dissatisfied. If the
performance matches the expectation customer is satisfied. If the performance exceeds the
expectation the customer is highly satisfied.
Customer satisfaction cannot be very difficult. After all you either satisfied with
the services you receive or you are not. If you don’t you are not. If it is that easy, then obtaining
people's opinion about how satisfied they are with relatively straight forward matter- or is it?
Customer satisfaction is a marketing tool and a definite value added benefit. It is often perceived
by customers as important as the primary product or service your organization offers. It looks at
what is involved from 3 different angles, the first is from the view of an organization wishing to
understand, and measures, how satisfied its customer are with the products and services they
receive from it. The second is from the perspective of a research agency that has been asked to
obtain feedback from customers and about their experiences when dealing with companies.
Finally it considers the issue from the perspective of consumers who participate in surveys,
including both business customers and members of general public
MEANING OF CUSTOMER SATISFICATION
Customer satisfaction is a business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key performance
indicator within business and part of the four prospective of balanced score card.
In a competitive market place were businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
"Best Activity Generating Short or Long-Term Brand Loyalty" by the Promotion
Marketing Award of Asia Order of Merit for Hero Good Life
Ranked No 1 brand in the Auto (Two-Wheelers) category in the Brand Equity "Most
Trusted Brand" 2011 serve
• Profile of target customer
Hero MotoCorp basically targets the every each and segments of the market. So there are some
products like splendor, CD- dawn (rs40000-50000) they made for lower segment of the market
and glamour, passion, CBZ, karizma (rs above 50000) for the upper segment of the market. And
now they are trying to target the young people of the market.
India’s Hero MotoCorp, the world’s largest producer of motorcycles and scooters, has
announced its intention to expand globally, with plans to sell vehicles on three continents and
nearly double its unit sales within five years. The company, whose family shareholders bought
out its former partner Honda Motor this year, said it would invest about $1bn to expand
internationally in south-east Asia, Africa, and Central and Latin America.
• Customer Relationship Activity
For making a better relationship with customer they always use genuine parts in their product.
And after selling they have the services and maintenances. Their constant endeavor is to support
the company's mandate of providing highest level of customer satisfaction by taking good care of
customer’s two-wheeler service and maintenance through their vast network of more than 2100
committed dealers and service outlets spread across the country.
Apart from that hero motocorp focused on cleanliness and other aesthetics of the service stations
and add such air conditioned waiting area, internet surfing, coffee shops etc to enhance the in
house experience of the customers at those “customer touch point”. To ensure that millions of
customers in the rural area are not left waiting for adequate service as it is impossible for the
company to introduce service station at every nook and corner of the country, mobile service
51
stations are regularly arranged with prior intimation to public about the rout that the mobile
workshop would take when passing through that region so that customers can come and get their
two wheelers serviced. All these activities are aimed to increase the customer loyalty and thus
retaining customers.
Good life: Customer Loyalty Program
Good Life is a Customer Relationship Program introduced a decade ago, which Endeavour’s to
enhance customer satisfaction and initiate increased levels of member engagement.
The main objective of this Program is to make our customers our Brand Ambassadors to
generate referral sales and boost service visits.
The GoodLife Program has enabled the Company build a consolidated base of 10 million plus
loyal customers; in the process, a new distribution platform has emerged. GoodLife now
contributes a huge 14% to the Company’s overall sales (purely through referrals), in addition to
incremental sales. GoodLife has emerged as the largest Customer Relationship Program in India,
witnessing additions of 0.38 million members each month. During the year, the Program’s
member base shot up 16%, with new 4.51 million transactions being undertaken.
Besides aiming to increase the number of customers and volume of transactions, the Program
seeks to enhance revenue opportunities for dealers as well. Different levels of engagement have
been in-built into the Program with the aim of increasing its people engagement initiatives. Some
of these are: transaction-based rewards, exclusive event invites, personal accidental insurance,
service continuity bonus, transaction benefits on special occasions (birthdays, anniversaries),
quarterly newsletters and interaction through a program website.
The Program began with a member transaction booklet, a replica of the Passport Booklet, which
helps in engaging with customers. However, the Program has been e-enabled now to improve its
geographical reach and efficiency level. It runs on the backbone of a robust and engaging front-
end and a sound, solid and technical back-end. The Program includes customized technology,
combining a mix of Magnetic Swipe/Bar Code. Personalized Membership Cards are shared with
GoodLife members, which are easy to carry, transact and earn/redeem rewards. Online member
profiling and real-time customer feedback module (via questionnaires) are some more salient
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features of the Program. During the year, GoodLife has been the recipient of several accolades
and awards on national and international platforms. Some of these were:
‘Order of Merit’ in PMAA awards 2011 under ‘Best Activity Generating Short or Long
Term Brand Loyalty’ category
Colloquy Award under Innovation in Loyalty Marketing (International) category
Qualified as ECHO Finalist (5th place) in 2011 DMA International ECHO™ Awards
competition Loyalty Award under Auto Sector
OPERATION RAMP-UP
With demand for bikes recording a stupendous growth of 15% during the year under review, the
Company’s capacities were severely strained. This prompted it to augment its capacity at its
three plants – up from 5.4 million units to 6.35 million – during the year. This was made possible
through a number of de-bottlenecking measures. For example, the Company’s plants were made
leaner by outsourcing non-critical processes and operations.
Besides this, a number of structural changes and alterations were made in its manufacturing
strategy to effectively implement its Sales Plan for 2012-13.
Major replacements were also executed in the paint and assembly shop, ensuring little or no
shutdown along the assembly line. Apart from the above measures, several innovative
technologies were inculcated to reduce operational costs. Some examples of these are:
A breakthrough technology for gear rolling was implemented for mass-production
Fine blanking, an alternate process of hobbling, was introduced for sprocket
components
Advanced cam grinding was introduced to increase productivity and control costs
The Company’s oldest plant at Dharuhera was in the limelight for two specific reasons:
Wage negotiations were concluded
Plant won TPM Excellence Award
53
The Company continues to set new industry benchmarks in the areas of energy conservation and
sustainability. Vapour absorption machines and heat recovery units were installed during the
year to utilize waste heat from Gas DGs for air-conditioning and pre-heating of hot water
generation. Other green initiatives included projects on waste water management, LED lighting
and solar power. These cost leadership and green projects yielded considerable savings to the
Company within a short period of time.
PORTFOLIO OF PRODUCTS
Hero MotoCorp offers wide range of two wheeler products that include motorcycles and
scooters, and has set the industry standards across all the market segments.
100cc
Bike category
SPLENDOR PLUS
SPLENDOR NXG
SPLENDOR PRO
PASSION PRO
PASSION XPRO
MAESTRO
PLEASURE
HF DAWN
HF DELUXE
125cc
Bike category
GLAMOUR
54
SUPER SPLENDOR
IGNITOR
Glamour PGM FI
150cc
Bike category
ACHIEVER
KARIZMA
KARIZMA ZMR
IMPULSE
HUNK
XTREME
55
Termination of Honda joint venture
In December 2010, the board of directors of the Hero Honda Group has decided to
terminate the joint venture between Hero Group of India and Honda of Japan in a phased manner. The
Hero Group would buy out the 26% stake of the Honda in JV Hero Honda. Under the joint venture Hero
Group could not export to international markets (except Sri Lanka) and the termination would mean that
Hero Group can now export. Since the beginning, the Hero Group relied on their Japanese partner Honda
for the technology in their bikes. So there are concerns that the Hero Group might not be able to sustain the
performance of the Joint Venture alone.
The Japanese auto major will exit the joint venture through a series of off
market transactions by giving the Munjal family—that held a 26% stake in the company—an additional
26%. Honda, which also has an independent fully owned two wheeler subsidiary—Honda Motorcycle and
Scooter India (HMSI)—will exit Hero Honda at a discount and get over $1 billion for its stake. The discount
will be between 30% and 50% to the current value of Honda's stake as per the price of the stock after the
market closed on Wednesday.
The rising differences between the two partners gradually emerged as an irritant.
Differences had been brewing for a few years before the split over a variety of issues, ranging
from Honda's reluctance to fully and freely share technology with Hero (despite a 10-year technology tie-up
that expires in 2014) as well as Indian partner's uneasiness over high royalty payouts to the Japanese
company. Another major irritant for Honda was the refusal of Hero Honda (mainly managed by the Munjal
family) to merge the company's spare parts business with Honda's new fully owned subsidiary Honda
Motorcycle and Scooter India (HMSI).
As per the arrangement, it will be a two-leg deal. In the first part, the Munjal
family, led by Brijmohan Lal Munjal group, will form an overseas-incorporated special purpose vehicle
(SPV) to buy out Honda's entire stake, which will be backed by bridge loans. This SPV would eventually be
56
thrown open for private equity participation and those in the fray include Warburg Pincus, Kohlberg Kravis
Roberts (KKR), TPG, Bain Capital, and Carlyle Group.
Honda will continue to provide technology to Hero Honda motorbikes until 2014 for existing as well as
future models.
Data Collection
1. Which type of Hero two wheeler model owned by you?
57
SPLENDOR 40%
GLAMOUR24%
KARIZMA 8%
MAESTRO8%
PLEASURE18%
IMPULSE2%
Using model
Interpretation:- From the above table it is inferred that, 40% of respondents are using splendor
and 24% of respondents using Glamour, 18% use pleasure ,8% use Karizma, 8% use Maestro
and only 2% of respondents use Impulse.
2. What is the source from which you found the advertisements about Hero Motors
NO Source Respondents
1 Television 20
58
Number Model Respondents
1 SPLENDOR 20
2 GLAMOUR 12
2 KARIZMA 4
3 MAESTRO 4
4 PLEASURE 9
5 IMPULSE 1
Total 50
2 Newspapers 12
3 Radio 6
4 Hoardings 12
Total 50
Television Newspapers Radio Hoardings02468
101214161820
Advertisements
Advertisements
Interpretation:
From the above table it is very clear that most of the respondents watched the advertisements
of Hero in Televisions i.e 40% and newspapers, Hoardings combinely 48% and radio is very
less i.e 12%.
3. Who influenced you to make the purchase of Hero Motors.
A) Friends B) Family C)Sales People
59
Influencers Response
Friends 21
Family 18
Sales People 11
Total 50
Friends Family Sales People0
5
10
15
20
25
Series1
Interpretation:
From the above interpretation it is observed that the purchase is mostly influenced by friends
42% , family 36% and by sales people is just 22% which is the least of the others.
4.What is your preferred capacity and color about your motor cycle.
A) 100cc B) 125cc C)150cc D)200cc
60
A) Red B) Black C)Blue D)Other
Capacity Response Colour Response
100cc 5 Red 12
125cc 14 Black 22
150cc 20 Blue 10
200cc 11 Others 6
Total 50 Total 50
100cc 125cc 150cc 200cc0
5
10
15
20
25
preference
preference
61
Red Black Blue Others0
5
10
15
20
25
Preferred color
Preferred color
Interpretation:
Capacity:
From above table it is observed that most of the two wheeler users are interested in 150cc
bikes i.e 40%, 125cc is 28%, 200 cc is 22%,100cc is just 10%
Colour:
Maximum people prefer black colour 44% followed by red 24% , blue and the others
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5. Are you satisfied with the delivery time of your motor cycle.
A) Yes B) No
Response
Yes 36
No 13
Total 50
Yes No 0
5
10
15
20
25
30
35
40
delivery time
delivery time
Interpretation:
From the above table it is very clear that maximum respondents are satisfied with the
delivery time of the motorcycle i.e 72% and the remaining 28% were not satisfied by the
delivery time.
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6. How do you think is the reliability of the hero vehicles.
A) Excellent B) Good C)Average D)poor
Response
Excellent 20
Good 22
Average 6
Poor 2
Total 50
ExcellentGood
AveragePoor
0
5
10
15
20
25
Reliability
Reliability
Interpretation:
From the above table it is very clear that maximum respondents feel that reliability of hero
Vehicles is excellent and good i.e 40% and 44% and 12% feel average and only 4% of
respondents feel its poor. Hero motors can take measures to improve reliability of its
vehicles to attract more customers and to satisfy the existing customers.
64
7. What is your level of satisfaction of service with Hero Motors
A) Excellent B) Good C) Average D)poor
Response
Excellent 20
Good 22
Average 6
Poor 2
Total 50
Excellent Good Average Poor0
5
10
15
20
25
service
service
Interpretation:
From the above table it is very clear that maximum respondents feel that they were satisfied
with the service offered by Hero Motors is excellent and good i.e. 40% and 44% and 12%
feel average and only 4% of respondents feel its poor. Hero motors can take measures to
improve the service to its customers for maintaining the maximum satisfied customers which
will bring in more customers and good word of mouth for Hero Motors.
65
8. What is the reason for your preference of Hero.
A) Quality B) Fuel Efficiency C) Economic D) Good service
Preferences Responses
Quality 10
Fuel efficiency 20
Economic 8
Good Service 12
Total 50
Quality Fuel efficiency Economic Good Service 0
5
10
15
20
25
Reason for preference
Reason for preference
Interpretation:
From the above table it can be concluded that maximum respondents prefer hero vehicles as
they were satisfied with the service offered by Hero Motors is excellent and good i.e. 40%
and 44% and 12% feel average and only 4% of respondents feel its poor. Hero motors can
take measures to improve the service to its customers for maintaining the maximum satisfied
customers which will bring in more customers and good word of mouth for Hero Motors.
66
9. From how long are you using the Hero vehicle.
A) <6months B) 6-9 months C)9-12 months D)more than year
Usage Responses
Less than 6 months 5
6-9 months 10
9-12 months 13
More that year 22
Total 50
Less than 6 months
6-9 months 9-12 months More that year0
5
10
15
20
25
usage period
usage period
Interpretation:
From the above table it can be concluded that maximum respondents i.e 44% using Hero
vehicles for more than a year and 26% of respondents using from 9-12 months, 20% using
from 6-9 moths and 10% are the new customers.
From this we can conclude that most of the hero vehicles users are using from long period .
so if hero motors concentrate on providing better service after the purchase to the customers
they will keep using the Hero vehicles for longer period.
67
10. How do you think Hero can improve on customer service .
A) Service in time B)well trained mechanics C)Less labor cost
Preference ResponseService in time 15Well trained mechanics 24Less labor cost 11Total 50
Service in time Well trained mechanics
Less labor cost0
5
10
15
20
25
30
Improving serivce
Improving serivce
Interpretation:
48% of respondents feel that the customer service at hero motors can be improved by training the mechanics and 30% feel by doing service in time, 22% feel it by providing the service for lesser costs.
Providing the satisfying service is very essential for any company to keep its customers satisfied. Hero must take care of all the three as they were important to increase service.
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11.Which age group do you belong.
A)20-25 B)25-35 C) 35-45 D) above 45
Age group Responses20-25 years 525-35 1635-45 21Above 45 8Total 50
20-25 years10%
25-3532%
35-4542%
Above 4516%
Age groups
Interpretation:
The maximum users of the hero vehicles belong to the age group of 35-45 followed by 25-35, 42% belong to age group of 35-45 and 32% belong to 25-35, 10 % of respondents are between 20-25 years of age and 16 % are above 45.
From this is clear that the mid aged people are using the hero vehicles mostly. It has to produce different models for younger population.
69
12. Problems faced at the time of service.
A) High spare parts cost B)Low quality C) Delay in service D)No Problems
Problem faced ResponseHigh spare parts cost 10Low quality 10Delay in service 14No problems 16Total 50
High spare parts cost
Low quality Delay in service
No problems0
2
4
6
8
10
12
14
16
18
customer issues
customer issues
Interpretation:
It was very good that 32% customers not facing any problems with the service with the hero but there were some problems faced by the customers which should mostly concentrate. 20% feel the spare parts cost is high and 20% that the quality of service is low, 28% feel that the service is slow.
70
13. Will you recommend Hero Motors to others.
A) Yes B) No
Recommendation ResponseYes 41No 9Total 50
Yes82%
No18%
Recommendation to others
Interpretation:
From the above responses from the customers it is clear that 82% of the respondents would like to recommend Hero to others and only 18% don’t want to recommend which is less percentage but hero should have to take measures to convert the unsatisfied as satisfied customers who inturn recommend hero products to others.
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14. Are you satisfied with the overall service of Hero.
A) Yes B) No
Recommendation ResponseYes 40No 10Total 50
Yes No0
5
10
15
20
25
30
35
40
overall satisfaction
overall satisfaction
Interpretation:
From the above responses from the customers it is clear that 80% of the respondents were satisfied with the overall service of the Hero motors and 20% were not satisfied hero should have to take measures to convert the unsatisfied as satisfied customers.
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SUMMARY OF FINDINGS
1. The Hero MotoCorp is leading the market. The difference is too big to cope up with, for
any manufacturer in short span. With proven products and many people having faith in
brand, it is quite a difficult task for others to take the Hero’s number one position.
2. Ability to understand customer’s needs and wants, maintenance cost is low.
3. Passion Pro, Splendor Plus, are the two models that Hero MotoCorp selling a big number
4. The TV promotions are more influence the customer behavior of two wheeler sector.
5. The purchase desiccations of consumers are influence by friends and family.
6. Blue, Red, Black color bike with 150 cc to 200cc is fast moving.
7. Most of the despondences are agree that the bikes are delivering proper time.
8. The service provide by Hero MotoCorp is satisfied by more than 70% of customers.
9. Brand name of Hero is still good in market after split with Honda
10. Quality, price, Brand image, Fuel efficiency is getting equal importance in satisfaction
11. The research showing that consumer want to get more service satisfaction.
12. Maximum of the customer likes to recommend Hero two wheeler to their friends, its
shows they are satisfied with the bike.
13.Hero MotoCorp wrapped up with sales of 6.25 million bikes and scooters, considerably
ahead of its former Japanese partner’s tally of 3.72 million units
73
SUGGESTIONS AND RECOMMENDATIONS
It is very hard to hold the pulse of a customer in the market. Customer’s satisfaction is different
for different people at different situations;
Majority of the respondents were still unaware about different versions of Hero bikes.
Therefore I suggest the company personals should take initiative to create awareness
about these versions.
Few of the customers expressed concern over frequency of the maintenance & service
problems faced by their vehicle and expressed ‘high satisfaction’ over it. Therefore, I
suggest them to re look at the vehicle & re-develop in order to stop the frequency of these
problems.
Hero MotoCorp want to give more importance in there service part its include timely
service, and quality of service
Hero want to develop more promotion for there some models like sports bike and gear less
scooter
Hero bikes can concentrate to increase their export market
Hero MotoCorp Ltd should try to give more advertisements in news paper, bill boards in
that area to enable easy recall of the people for Hero MotoCorp Ltd.
Hero Motors can also increase models attracting the Indian youth.
74
CONCLUSION
Customer satisfaction is a marketing tool and a definite value added benefit. It is often perceived
by customers as important as the primary product or service your organization offers.
For making a better relationship with customer they always use genuine parts in their product.
And after selling they have the services and maintenances. Their constant endeavor is to support
the company's mandate of providing highest level of customer satisfaction by taking good care of
customer’s two-wheeler service and maintenance through their vast network of more than 2100
committed dealers and service outlets spread across the country.
Apart from that hero MotoCorp Ltd focused on cleanliness and other aesthetics of the service
stations and add such air conditioned waiting area, internet surfing, coffee shops etc to enhance
the in house experience of the customers at those “customer touch point”. To ensure that millions
of customers in the rural area are not left waiting for adequate service as it is impossible for the
company to introduce service station at every nook and corner of the country, mobile service
stations are regularly arranged with prior intimation to public about the rout that the mobile
workshop would take when passing through that region so that customers can come and get their
two wheelers serviced. All these activities are aimed to increase the customer loyalty and thus