Toyota is one of the biggest player in the automotive company in the world however they never take for granted any request or complain from their customer. This is proven by them getting the highest rank in customer satisfaction with authorised dealer after-sales service in Malaysia.Read the full news from Bernama below.
TOYOTA RANKS HIGHEST IN CUSTOMER SATISFACTION FOR THE SECOND CONSECUTIVE YEAR
KUALA LUMPUR, Aug 4 (Bernama) — Toyota ranks highest in customer satisfaction with authorised dealer after-sales service in Malaysia for the second consecutive year, according to the JD Power Asia Pacific 2009 Malaysia Customer Service Index (CSI) Study.
The study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors.
In order of importance, they are service quality, vehicle pick-up, service initiation, service advisor and service facility, with the CSI performance is reported as an index score based on a 1,000-point scale.
Among the nine brands included in the study, Toyota ranks highest, achieving an overall score of 736, said JD Power Asia Pacific in a statement Tuesday.
It said that Toyota performed particularly well in the areas of service initiation, service advisor and service facility.
Honda followed Toyota in the rankings with a score of 733 and those ranked above the industry average were Nissan, Inokom and Mitsubishi.
JD Power Asia Pacific said that overall customer satisfaction averaged 705 in 2009.
“There is a very strong relationship between the implementation of standard operating procedures and overall satisfaction,” said Taku Kimoto, general manager at JD Power Asia Pacific, Singapore.
Brands that consistently provided the greatest number of service standards also posted higher overall CSI scores, he said.
The study found that customer satisfaction with authorised service has clear benefits in terms of customer loyalty and advocacy for the vehicle brand and its dealerships, he added.
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