J.D. Power – After-Sales services improve in Malaysia
Research house J.D. Power Asia Pacific has published the findings of its 2013 Malaysia Customer Service Index (CSI) Study, indicating an overall improvement customer satisfaction with regards to the after sales aspect of motor vehicle ownership in the country.
Now in its 11th year, the CSI study measures overall service satisfaction among owners who took their vehicle back to authorized service centres for regular maintenance and/or repairs during the first 12 to 24 months of ownership. The study evaluates the overall experience by examining five factors, namely service quality, vehicle pick-up, service initiation, service advisor, and service facility.
A total of 15 brands were covered in the 2013 study taking responses from 2,772 new-vehicle owners who purchased their vehicle between February 2011 and May 2012 and took their vehicle for service to an authorized service center between August 2012 and May 2013. The study was fielded between February and May 2013.
Based on a 1,000-point scale, J.D. Power reports an 18-point improvement in the industry average satisfaction index from 740 in 2012 to 758 points this year. BMW topped the study for the third successive year with 817 points followed by Volkswagen with 793 in second. Honda and Mazda are joint third with 786 points each. Mitsubishi’s 34-point improvement to finish at 765 is the biggest improvement among the 15 brands.
Commenting on this year’s findings, the Malaysia country head of J.D. Power Asia Pacific, Mr Rajaswaran Tharmalingam noted that, “While there is room to further improve service standards among the brands, dealerships are doing a good job with the service advisor greeting customers when they arrive; having the vehicle ready when it is originally promised; informing customers when to schedule their next visit; and getting the work done right the first time.”
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