Why Maruti Suzuki?

The quality advantage

A car is an engineering product, only as good as the technology used to make it. Actual users of our technology are saying something

very clearly Maruti Suzuki is No.1 in quality:

Maruti Suzuki owners experience fewer problems with their vehicles than any other can manufacturer in India (J.D. Power IQS

Study 2004). The Alto was chosen No.1 in the premium compact car segment and the Esteem in the entry level mid-size car

segment across 9 parameters.

The J.D.Power APEAL Study 2004 proclaimed the Wagon R.No. 1 in the premium compact car segment and the Esteem No.1 in

the entry level mid-size car segment. This study measures owner delight in terms of design, content, layout and performance of

vehicles across 8 parameters.

SM
J.D.Power Asia Pacific 2004 India Initial Quality (IQS) Study
Top Three Vehicles per Segment in Initial Quality
(Lower score reflects better quality performance)

Problems per 100 vehicles

0 100 200 300

Premium Compact Car Segment

ALTO 116
Fiat Palio 139
ZEN 176
Premium Compact Car Average 188

Entry Midsize Car Segment

ESTEEM 129
Ford Ikon 140
Entry Midsize Car Average 191
Opel Corsa/Swing 212

J.D.Power Asia Pacific 2004 India Automotive Performance,

Execution and Layout (APEAL) StudySM
Top Three Vehicles per Segment in APEAL

APEAL Score
700 765 830

Premium Compact Car Segment

WAGON R 796
Hyundai Santro 790
ZEN 787
Premium Compact Car Average 782

Entry Midsize Car Segment

ESTEEM 806
Ford Ikon 785
Entry Midsize Car Average 781
Tata Indigo 771
 Atithi Devo Bhava:

A buying experience like no other

Maruti Suzuki has a sales network of 307 state-of-the-art

SM
J.D.Power Asia Pacific 2004 India Sales Satisfaction Indox (SSI) Study
showrooms across 189 cities*, with a workforce of over 6000
Sales satisfaction Index Ranking

(Based on a 1000 - point Scale) trained sales personnel to guide our customers in finding the right
650 700 750 800
car. Our high sales and customer care standards led us to achieve
Maruti Udyog 784
Skoda 763
the No.1 nameplate in the J.D. Power SSI study 2004.
Fiat 761
Industry Average 760
The SSI study measures sales satisfaction across 6
Ford 759
Chevrolet 758
HM/Mitsubishi 751
parameters: deal received, paperwork, dealer facility,
Hyundai 741
Opel 739 salesperson, delivery timing and delivery process.
Toyota Kirloskar 734
Tata Motors 729 Maruti Suzuki has not only got the No.1 nameplate in the
Honda Siel 724
Mahindra 719 J.D. Power SSI study 2004, but also ranked way above the

industry average (Maruti Suzuki was at 784 while industry

average was at 760). What is significant is that it was ranked

MARUTI
1600 11 1515
above Skoda, Ford, Chevrolet, Mitsubishi and Hyundai.
Ask anything about Maruti, Anytime.

* As on December 31, 2004

Quality service across 1036 cities*
To be really happy with the car you own, it should have a reliable

service network at hand and within easy reach. Our 1036 city

strong service network is equipped to service 20,000 vehicles a

day. No wonder Maruti Suzuki has been awarded the No.1

nameplate in customer satisfaction in India for the fifth year in a

row, a feat unprecedented for any automobile market leader in the

world.

In the J.D. Power CSI study 2004, Maruti Suzuki scored the

highest across all 7 parameters: least problems experienced

with vehicle serviced, highest service quality, best in-service

experience, best service delivery, best in-service experience,

most user-friendly service and best service initiation

experience.

In fact, 92% of Maruti Suzuki owners feel that work gets done

right the first time during service. The J.D. Power CSI study

2004 also reveals that 97% of Maruti Suzuki owners would

probable recommend the same make of vehicle, while 90%

owners would probable repurchase the same make of vehicle.

J.D.Power Asia Pacific 2004 India
SM
Customer Satisfaction Index (CSI) Study
Maruti Suzuki owners feel that work gets done
right the first time during service
% Work Done Right First Time
J.D.Power Asia Pacific 2004 India
SM
Customer Satisfaction Index (CSI) Study
Maruti Suzuki owners would recommend and repurchase
the same make and revisit the same service dealer
Maruti Udyog % Definitely & Probably would
Total Industry % Definitely & Probably Would

98
Maruti Udyog 92% 96
Hyundai 88%
94
Toyota Kirloskar 87%
92
Total Industry 87%
90
Ford 86%
Honda Siel 86% 88

Skoda 83% 86
HM/Mitsubishi 80% 84
Opel 79%
82
Mahindra 78%
80
Tata Motors 77% Recommend Repurchase Recommend Revisit for Revisit for Purchase
same make same make service dealer warranty post-warranty vehicle from
Fiat 75% service service service dealer

* As on December 31, 2004

Atithi Devo Bhava:

One-stop shop
Inspired by the spirit of India. Atithi Devo Bhava, in Sanskirit,

means “a guest is like God”. It captures the Indian tradition of

honouring guests. It's also the inspiration for the welcome you’ll

receive at a Maruti Suzuki dealership, and the caring relationship

we share with those who drive our cars.

At Maruti Suzuki, you will find all your car related needs met under

one roof. Whether it is easy finance, insurance, fleet management

services, exchange Maruti Suzuki is set to provide a single-

window solution for all your car related needs.

That's why we have Maruti True Value,, the best place to buy

and sell reliable used cars.

Maruti Finance an agglomeration of the biggest finance

companies in India brought together by Maruti Suzuki to

ensure that the dream car is within everyones reach.

Similarly, Maruti Insurance brings together some of the

biggest names in the car insurance industry to provide

insurance solutions to every type of car consumer.

Then, finally, there is N2N which offers fleet related solutions.

The only no-tension option

COMPLETE FLEET SOLUTION

The freedom to mind your

own business
 The low-cost
maintenance
advantage
The acquisition cost is unfortunately not the only cost you face

when buying a car. Although a car may be affordable to buy. It

may not necessarily be affordable to maintain, as some of its

regularly used spare parts may be priced quite steeply. Not so in

the case of a Maruti Suzuki. It is in the economy segment that the

THE COST OF SPARES TABLE affordability of spares is most competitive, and it is here where
highlights of the Autocar Survey, 2004
Segment Parameter Brands Costs Maruti Suzuki shines.
Economy Lowest aggregate Cost Omni Rs. 16,923
Economy Cheapest spares basket Maruti RS. 23,422 The recent Autocar Survey conducted in August 2004 bears
800
Lower Midsizers Lowest cost of spares Versa Rs. 45,026 testimony to this fact. In the Maruti Suzuki stable, the Omni
Upper Midsizers Lowest cost of spares Baleno Rs. 56,083
has the lowest aggregate cost of spares followed by the

Maruti-800. The Maruti-800 has the cheapest spares of any

Indian car with a basket of just Rs. 23,422.

In the Lower Mid-size segment as well, price-consciousness

is very high, where the cars have to be not only affordable

GA
MARUTI GENUINE ACCESSORIES
on purchase price but also need to combine quality,

drivability and have comfortable interiors. In this segment,

the Maruti Suzuki Versa has scored particularly well with the

lowest cost of spares in the segment.

In the Upper Mid-size segment, the Maruti Suzuki Baleno

has the segment's lowest prices on a majority of the spares.

 Lowest cost of
ownership
J.D. Power Asia Pacific 2004 India To be really happy with the car one owns, it should be easy on the pocket
Customer Satisfaction Index (CSI) StudySM
Satisfaction Ratings: Cost of Ownership to buy and to run-which is why the cost of ownership is so important.
The higher the score, the lower the cost of ownership
And here again, a Maruti Suzuki is a clear winner, as shown by the recent
Petrol Models
Overall cost of ownership Fuel cost J.D.Power CSI study 2004. It is clear that a Maruti Suzuki delights you
Repair cost Maintenance cost
Tyre Cost even when you run it for years.
ZEN 8.3 8.1 8.4 8.3 8.6
The 6 highest satisfaction ratings with regard to cost of ownership
WAGON R 8.3 8.0 8.3 8.3 8.6
ESTEEM 8.2 8.0 8.3 8.3 8.5
among all models are all Maruti Suzuki vehicles: Zen, Wagon R,
MARUTI 800 8.1 8.1 8.2 8.2 8.5
ALTO 8.0 7.9 8.2 8.2 8.5
Esteem, Maruti 800, Alto and Omni.
OMNI 7.9 7.4 7.7 7.8 8.0
Petrol Total 7.8 7.6 7.9 7.9 8.2 We are proud to have the lowest cost of operation / km (among petrol
Toyota Corolla 7.4 7.2 7.5 7.5 7.9
Hyundai Accent 7.3 7.0 7.5 7.6 7.9 vehicles) - the top 5 models are all Maruti Suzuki models: Maruti 800,
Hyundai Santro 7.3 7.0 7.5 7.5 7.8
Honda City 7.2 6.9 7.4 7.3 7.8 Alto, Zen, Omni and Wagon R.
Opal Corsa 7.0 6.6 7.4 7.5 7.8
Ford Ikon 6.9 6.7 7.2 7.0 7.4
Fiat Palio 6.5 6.2 7.0 7.1 7.3
VERSA* 7.7 7.4 7.8 8.0 8.4
Tata Indigo* 7.2 6.6 7.2 7.1 7.4
HM/ Mit. Lancer* 7.1 6.8 7.1 7.3 7.6
*Small sample

J.D. Power Asia Pacific 2004 India

Customer Satisfaction Index (CSI) StudySM
Cost of operation per km - Modelwise

Avg. Fuel
Rs. per kms Mileage (kmpl)

Petrol Average 3.26 13.7

MARUTI 800 2.75 15.8
ALTO 3.01 14.6
ZEN 3.06 14.3
OMNI 3.12 14.2
WAGON R 3.19 13.4
Hyundai Santro 3.46 12.5
ESTEEM 3.57 12.1
Honda City 4.02 11.3
Hyundai Accent 4.20 10.1
Ford Ikon 4.27 10.6
Opel Corsa 4.50 10.0
Toyota Corolla 4.50 10.1
Fiat Palio 4.56 9.7
VERSA* 3.96 10.7
Tata Indigo* 4.11 10.5
HM/Mits. Lancer* 4.50 9.9

*Small sample
 *No. 1 NAMEPLATE IN *No. 1 NAMEPLATE IN
SALES SATISFACTION CUSTOMER SATISFACTION
2004 2004

*No. 1 NAMEPLATE IN
CUSTOMER SATISFACTION
2003
*No. 1 NAMEPLATE IN
CUSTOMER SATISFACTION
2002
Milestones 2004
In 2004 Maruti Suzuki was No.1 in Customer Satisfaction,

No.1 in Sales Satisfaction No.1 in Product Quality (Esteem

and Alto) and No.1 in Product Appeal (Esteem and WagonR)

*No. 1 NAMEPLATE IN *No. 1 NAMEPLATE IN No.1 in Total Customer Satisfaction (Maruti 800, Zen and
CUSTOMER SATISFACTION CUSTOMER SATISFACTION
2001 2000 (in a tie)
Esteem)

Our market share grew from 42% to 54% in the competitive

A2 segment (with the Wagon R, Zen and Alto)

Our overall sales increased by 23%. The Alto became India's

new best-selling car

Business World ranked us among the country’s five most

respected companies

Business World ranked us the country's most respected

automobile company.

Declared Manufacturer Of The Year by CNBC

Business today-AC Nielsen ORG-MARG declared us one of

India's Greenest Companies.

Hindustan Times Power Jobs proclaimed us the company

with ‘the Most Innovative Human Resource Practices’

And much more….

Corporate Office:
11th Floor, Jeevan Prakash Building, 25 Kasturba Gandhi Marg, New Delhi 110001.
Ph: (011) 23316831 www.marutiudyog.com