GST, HVGT, could resurface as part of Budget 2025 alongside RON95 rationalisation, says RHB analyst. Are we ready?
主页 新闻 所有资讯 Toyota, Mazda and Mitsubishi Top J.D Power Customer Satisfaction Ratings Toyota, Mazda and Mitsubishi Top J.D Power Customer Satisfaction Ratings 所有资讯 Gokul | August 01日, 2016 02:42 PM J.D Power’s 2016 Malaysia Customer Service Index (CSI) Study report was released today, and it suggests that the level of customer satisfaction remains somewhat flat compared to 2015.The study, now in its 14th year, measures overall service satisfaction among owners who took their vehicle to an authorized service center by examining dealership performance in five factors (in order of importance): service quality (32%); service initiation (22%); vehicle pick-up (18%); service advisor (15%); and service facility (13%). Brand service performance is measured on a 1,000-point scale.Overall customer service satisfaction averages 751 points this year, up 2 points from 2015. While all factors have improved in the low single-digit figures, satisfaction with service advisors has declined by 1 point.Toyota ranks highest in overall service satisfaction among mass market brands with a score of 763, performing well in the service initiation, service advisor and service quality factors. Ranking second is Mazda with a score of 760 and Mitsubishi ranks third at 758.Other findings include:Malaysian National Brands Show Improvement: Overall customer service among the Malaysian national brands within the mass market segment averages 747, up 5 points from 2015.Service Centers Sending More Service Reminders: More customers indicated they received routine maintenance notification (41% vs. 30%) from the previous year. An increase of 4 percentage points (26% vs. 22%) was seen in customers’ specific service needs being discussed with the service center prior to taking the vehicle in.Longer Waiting Time for Service by Appointment: Customers waiting three or more days for an appointment (31% of respondents) average an overall satisfaction score of 743. Furthermore, the percentage of customers who waited three days or more has increased by 10 percentage points. Customers waiting two days or less for an appointment (69% of respondents) average an overall satisfaction score of 768.Delighted Customers Raise Loyalty and Advocacy: Among customers who are highly satisfied with their dealer service (overall satisfaction scores of 823 and above), 46% say they “definitely would” return to their dealer for post-warranty service and 50% “definitely would” recommend their dealer to friends and family. In contrast, among customers who are less satisfied (scores of 690 and below), only 15% say they “definitely would” return to the dealer for post-warranty service, and only 11% say they “definitely would” recommend the dealer to others.“With the stresses of modern living, Malaysian car owners are clearly more time-constrained and demand to complete this important but time-consuming errand in a hassle-free manner. Hence, it is critical for dealerships to ensure they have the right ratio of service advisors who exhibit high quality customer-handling skills to meet customers’ expectations,” said Rajaswaran Tharmalingam, the country head of Malaysia for J.D. Power. ✕ 使用 WhatsApp 联系 我们依据 PDPA 保护您的个人信息。 我同意 Carlist.my 的使用条款和隐私政策 我同意接收来自 Carlist.my 及其汽车销售商、业务附属机构和合作伙伴的个性化通信。 查看最佳汽车优惠! Prev Next 特价 - 马上拨电! 天 小时 平均市场价格 为什么没有价格? 有时经销商希望您以最优惠的价格联系。 I 为什么没有价格? 有时经销商希望您以最优惠的价格联系。 相关标签 Customer Service J.D. POWER Survey 打印 相关文章 Almost half of Malaysian Car Owners Don’t Understand Their Car Loans 所有资讯 Arvind | April 26日, 2017 Nearly half (43%) of Malaysian new-car buyers do not fully understand the terms of their hire-purchase product, according to results of the inaugural ... Chery Will Use Customer Service To Win Over Malaysian Buyers 所有资讯 Jim Kem | September 14日, 2022 Chery has stated its intention to take a user-centric service concept for imminent re-entry into the Malaysian market to continuously improve service ... J.D. Power Acquired By XIO Group 所有资讯 Aswan | September 09日, 2016 Consultancy and consumer studies are big business. Data, big data, is priceless- which is why companies like Facebook and Google collect so much of ... Report Finds Most Owners Don't Bother Using Fancy Car Tech 汽车专题 Gerard | August 28日, 2015 A recent study from J.D. Power suggest that carmakers are investing billions of dollars on technologies that many consumers do not use. The 2015 ... 留言
Toyota, Mazda and Mitsubishi Top J.D Power Customer Satisfaction Ratings 所有资讯 Gokul | August 01日, 2016 02:42 PM J.D Power’s 2016 Malaysia Customer Service Index (CSI) Study report was released today, and it suggests that the level of customer satisfaction remains somewhat flat compared to 2015.The study, now in its 14th year, measures overall service satisfaction among owners who took their vehicle to an authorized service center by examining dealership performance in five factors (in order of importance): service quality (32%); service initiation (22%); vehicle pick-up (18%); service advisor (15%); and service facility (13%). Brand service performance is measured on a 1,000-point scale.Overall customer service satisfaction averages 751 points this year, up 2 points from 2015. While all factors have improved in the low single-digit figures, satisfaction with service advisors has declined by 1 point.Toyota ranks highest in overall service satisfaction among mass market brands with a score of 763, performing well in the service initiation, service advisor and service quality factors. Ranking second is Mazda with a score of 760 and Mitsubishi ranks third at 758.Other findings include:Malaysian National Brands Show Improvement: Overall customer service among the Malaysian national brands within the mass market segment averages 747, up 5 points from 2015.Service Centers Sending More Service Reminders: More customers indicated they received routine maintenance notification (41% vs. 30%) from the previous year. An increase of 4 percentage points (26% vs. 22%) was seen in customers’ specific service needs being discussed with the service center prior to taking the vehicle in.Longer Waiting Time for Service by Appointment: Customers waiting three or more days for an appointment (31% of respondents) average an overall satisfaction score of 743. Furthermore, the percentage of customers who waited three days or more has increased by 10 percentage points. Customers waiting two days or less for an appointment (69% of respondents) average an overall satisfaction score of 768.Delighted Customers Raise Loyalty and Advocacy: Among customers who are highly satisfied with their dealer service (overall satisfaction scores of 823 and above), 46% say they “definitely would” return to their dealer for post-warranty service and 50% “definitely would” recommend their dealer to friends and family. In contrast, among customers who are less satisfied (scores of 690 and below), only 15% say they “definitely would” return to the dealer for post-warranty service, and only 11% say they “definitely would” recommend the dealer to others.“With the stresses of modern living, Malaysian car owners are clearly more time-constrained and demand to complete this important but time-consuming errand in a hassle-free manner. Hence, it is critical for dealerships to ensure they have the right ratio of service advisors who exhibit high quality customer-handling skills to meet customers’ expectations,” said Rajaswaran Tharmalingam, the country head of Malaysia for J.D. Power. ✕ 使用 WhatsApp 联系 我们依据 PDPA 保护您的个人信息。 我同意 Carlist.my 的使用条款和隐私政策 我同意接收来自 Carlist.my 及其汽车销售商、业务附属机构和合作伙伴的个性化通信。 查看最佳汽车优惠! Prev Next 特价 - 马上拨电! 天 小时 平均市场价格 为什么没有价格? 有时经销商希望您以最优惠的价格联系。 I 为什么没有价格? 有时经销商希望您以最优惠的价格联系。 相关标签 Customer Service J.D. POWER Survey
Almost half of Malaysian Car Owners Don’t Understand Their Car Loans 所有资讯 Arvind | April 26日, 2017 Nearly half (43%) of Malaysian new-car buyers do not fully understand the terms of their hire-purchase product, according to results of the inaugural ...
Chery Will Use Customer Service To Win Over Malaysian Buyers 所有资讯 Jim Kem | September 14日, 2022 Chery has stated its intention to take a user-centric service concept for imminent re-entry into the Malaysian market to continuously improve service ...
J.D. Power Acquired By XIO Group 所有资讯 Aswan | September 09日, 2016 Consultancy and consumer studies are big business. Data, big data, is priceless- which is why companies like Facebook and Google collect so much of ...
Report Finds Most Owners Don't Bother Using Fancy Car Tech 汽车专题 Gerard | August 28日, 2015 A recent study from J.D. Power suggest that carmakers are investing billions of dollars on technologies that many consumers do not use. The 2015 ...