Category: APAC

Luxury Vehicle Buyers Want Deal Closed within 3 Visits to Dealership in Taiwan

2015-09-21

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SINGAPORE: 22 September 2015 —Satisfaction with the purchase process for new luxury vehicles drops by 8 points when buyers have to visit the showroom more than three times to finalize the purchase, according to the JD Power Asia Pacific 2015 Taiwan Sales Satisfaction Index (SSI) Study^SM luxury segment, released today.

Now in its 17^th year, the study has been entirely redesigned in 2015 and now examines six factors that contribute to overall customer satisfaction with the new-vehicle purchase experience. In order of importance, they are delivery process; dealership facility; salesperson; deal; delivery timing; and sales initiation. Sales satisfaction performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.  Due to the study redesign, the 2015 index scores are not directly comparable with 2014.

Overall sales satisfaction in the luxury vehicle segment averages 848 points in 2015. The importance of the role of the salesperson as a source of information for new-vehicle purchase consideration is 65 percent, up 7 percent from 2014. New-vehicle buyers in Taiwan expect a competitive model comparison and comprehensive explanation of the vehicle features and benefits.

“Luxury new-vehicle buyers in Taiwan expect dealerships to effectively use the sales process interactions to ensure they purchase the right vehicle,” said Kaustav Roy, director, JD Power Asia Pacific. “Customers expect dealers to provide an effective presentation of vehicle offerings to help them complete the purchase process within a reasonable time frame.”

2015 Taiwan SSI Luxury Segment Brand Rankings

Among the five brands ranked in the luxury segment, Lexus ranks highest in satisfaction with an SSI score of 854. Lexus performs particularly well in the dealership facility and salesperson factors. Mercedes-Benz ranks second with a score of 853, performing particularly strong in sales initiation, deal and delivery timing.

KEY FINDINGS LUXURY MARKET

• Among the six study factors, satisfaction is lowest in deal (833) and delivery timing (834).
• In the deal factor, 19 percent of customers say that the price paid is more than expected. The average transaction price has increased by 2 percent and the average discount amount has dropped by 11 percent from 2014.
• More than two-thirds (69%) of customers wait 15 days or more to receive their new vehicle, compared with 53 percent in 2014.  Overall, delivery time has gone up on average by four days in 2015 from 21 days in 2014.
• Satisfaction is higher among customers who had a test drive (848) than among those who did not (831).

• The study finds a strong correlation between satisfaction with the new-vehicle purchase and delivery experience and customers’ future loyalty and advocacy intentions toward their dealer and brand. Among highly satisfied customers (SSI scores of 938 or higher), 71 percent say they “definitely would” recommend their purchase dealer to friends and relatives.

About the Study

The 2015 Taiwan SSI Study luxury segment is based on responses from 570 new-vehicle owners in the luxury segment who purchased their vehicle between July 2014 and April 2015. The study was fielded from January through April 2015 and measures new-vehicle owner satisfaction with the sales and delivery experience from authorized dealers in Taiwan.

Media Relations Contacts

Xingti Liu, Singapore, +65-6733 8980; [email protected]

John Tews; JD Power; Troy, Michigan 48083 USA; 001-248-680-6218; [email protected]

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at asean-oceania.jdpower.com.

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Increase in Service Volume in Taiwan Adds Quality Issues to Servicing Mass Market Brands

2015-09-28

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SINGAPORE: 30 September 2015 — Authorized car dealerships in Taiwan are struggling to keep up a higher volume of after-sales service, leading to an increase in the number of customers reporting unresolved problems after their service experience, according to the JD Power 2015 Taiwan Customer Service Index (CSI) Study^SM mass market segment, released today.

The study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors (listed in order of importance): service quality; service initiation; vehicle pick-up; service advisor; and service facility. Dealership service performance is based on a 1,000-point scale. The study examines service satisfaction in the mass market segment.

Service volume for mass market brands in Taiwan has increased by 8 percent from 2014, creating challenges for the quality of service dealerships are providing. The 2015 study finds that6 percent of customers had problems with their vehicle after it was serviced, up from 2 percent in 2014.  Overall satisfaction among customers who experience problems after their vehicle is serviced is 827, compared with 862 among those who do not experience a problem. Satisfaction averages 855 among all customers.

“One of the key measures of the quality of service is the trouble-free operation of the vehicle post-service,” said Kaustav Roy, director, JD Power. “Customers expect dealers to complete the entire service work thoroughly without any unresolved issues. Automakers and dealerships that are able to deliver on this aspect are well positioned to achieve higher levels of satisfaction.”

2015 Taiwan CSI Mass Market Brand Rankings

Nissan ranks highest in overall customer service satisfaction among mass market brands, with a score of 878 and performs well in all factors. Honda, Mazda and Mitsubishi rank second (in a tie) in the mass market segment with a score of 856 each.

KEY FINDINGS MASS MARKET SEGMENT

• There is a strong correlation between service satisfaction and customers’ advocacy intentions toward their dealer and brand. Among highly satisfied customers (CSI scores of 914 or higher), 46 percent say they “definitely would” recommend their dealer to friends and relatives. Among dissatisfied customers (CSI scores of 803 or lower), only 18 percent say they “definitely would” recommend.
• The study finds that 77 percent of customers have to wait two hours or longer while their vehicle is serviced, up from 72 percent in 2014. Overall satisfaction among customers who wait two hours or longer is 852, compared with 867 among those who wait one hour or less.
• Customers are becoming increasingly more critical of their service experience. The study identifies 22 service standards that enhance the overall customer service experience. Satisfaction drops by 61 points when 19 or fewer service standards are implemented in 2015, compared with a 46-point decline in 2014.
• It is important for service advisors to spend sufficient time with customers while taking their vehicle in for service. In the 2015 study, 45 percent of customers indicate their service advisor spent less than five minutes with them, a 6 percent increase from 2014. Overall satisfaction declines by 6 points when advisors spend less than five minutes with customers.
• The proportion of customers whose vehicle has parts replaced increases to 36 percent in 2015 from 31 percent in 2014. Additionally, the overall cost of service has increased to NTD4,057 in 2015, compared with NTD3,830 in 2014.

About the Study

The 2015 Taiwan Customer Service Index Study is based on responses from 2,853 vehicle owners in the mass market segment who received delivery of their new vehicle between March 2013 and June 2014 and took their vehicle for service to an authorized dealer or service center between September 2014 and June 2015. The study was fielded from March through June 2015.

Media Relations Contacts

Xingti Liu; JD Power; Singapore; Phone 65-6733 8980; [email protected]

John Tews; JD Power; Troy, Michigan, USA; 001-248-680-6218; [email protected]

About JD Power in the Asia Pacific Region

JD Power has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power and its products can be accessed through the Internet at asean-oceania.jdpower.com.

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

New-Vehicle Shoppers Want More Comprehensive Presentation of Features and Benefits

2015-09-29

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BANGKOK: 1 October 2015 — As new-vehicle shoppers increasingly search for information online prior to visiting authorized car dealers, they require more information and demonstrations of vehicle features, benefits and advantages against competitors when they finally visit showrooms, according to the JD Power 2015 Thailand Sales Satisfaction Index (SSI) Study^SM mass market segment, released today.

Now in its 16^th year, the study has been redesigned in 2015 and examines six factors that contribute to overall customer satisfaction with their new-vehicle purchase experience in the mass market segment. In order of impact on overall sales satisfaction, those factors are delivery process (19%); dealer facility (19%); sales initiation (17%); deal (16%); delivery timing (15%); and salesperson (15%). Sales satisfaction performance is reported as an index score based on a 1,000-point scale, with a higher score indicating greater satisfaction with the new-vehicle sales and delivery processes. 

Overall satisfaction for mass market brands averages 801 in 2015. Due to the study redesign, the 2015 index scores are not directly comparable with 2014.   

One-half of shoppers use the Internet during their shopping process in 2015, up from 33 percent in 2014, to research their purchase, including searching for the best package of features, discounts and the lowest overall purchase price. Vehicle price is the most frequently cited reason for selecting the dealership from which customers ultimately purchased their vehicle (46% in 2015 vs. 28% in 2014). Despite more discounts being offered (53% in 2015 vs. 36% in 2014), 7 percent of customers say they paid more than expected in 2015, up from 2 percent in 2014.

Demonstration of the vehicle, either at the dealership or a during a test drive, receives the lowest SSI attribute scores, contributing to the overall sales initiation process score of 790. Among the various available methods of explaining the features and benefits of a vehicle, the test drive has the greatest positive impact on satisfaction. Satisfaction with sales initiation is 812 when features and benefits are demonstrated during a test drive, while other methods all result in scores below 800.

“New-car shoppers place a great importance on the deal they receive; however, with shoppers increasingly going online to research vehicles, they expect more from the dealership than discounts or freebies when they do visit; they want an in-depth presentation of the vehicle,” said Siros Satrabhaya, branch manager at JD Power, Thailand. “Providing pertinent benchmark comparisons of models against key competitor vehicles and offering a longer test drive are areas in which salespeople definitely must improve in order to improve shoppers’ perceptions of the product value and, therefore, convince them they are making the smartest choice.”

KEY FINDINGS

• The study finds that 61 percent salespeople provide comparisons with other models—the lowest overall implementation rate among the 22 sales standards identified in the study—despite the fact that 29 percent of customers specifically requested their salesperson to do so.
• Less than half of new-vehicle shoppers are asked who the main user of the vehicle they intend to purchase is, its intended usage, their previous driving/ riding experience, their current vehicle ownership, purchase reasons and previous visits at other dealerships—important information for salespeople to know in order to better address a shopper’s needs.
• Overall satisfaction with sales initiation among shoppers who are offered a test drive is 803, compared with 748 among those who are not offered a test drive. The amount of time spent during the test drive also affects satisfaction. Among shoppers who take a test drive, satisfaction with sales initiation is highest when the drive lasts more than half an hour and is lowest when the drive lasts no more than 15 minutes (836 vs. 805, respectively).
• Delivery time improves noticeably year over year, with 49 percent of buyers receiving their new vehicle in less than two weeks in 2015, compared with 39 percent in 2014. Additionally, 14 percent of buyers say the delivery time was better than expected, up from 7 percent in 2014.
• A large majority (88%) of vehicles are delivered at the purchase dealer, which is the only delivery location where overall satisfaction is above average (803). However, 12 percent of new-vehicle buyers indicate they would prefer home delivery in 2015, up from 4 percent in 2014.

2015 Thailand SSI Study Rankings

Isuzu and Toyota (806 each) rank highest in sales satisfaction in a tie—Toyota, for a fourth consecutive year—among the nine mass market brands ranked in the study. Isuzu performs particularly well in the deal and delivery timing factors. Toyota performs particularly well in the dealer facility, salesperson and delivery process factors. Mazda (801) ranks third, outperforming other makes in sales initiation.

The 2015 Thailand SSI Study is based on responses from 2,559 new-vehicle owners who purchased their vehicle between August 2014 and April 2015. The study was fielded between February and June 2015.

Media Relations Contacts

Xingti Liu; JD Power; Singapore; Phone 65-6733 8980; [email protected]

John Tews; JD Power; Troy, Michigan, USA; 001-248-680-6218; [email protected]

About JD Power in the Asia Pacific Region

JD Power has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power and its products can be accessed through the Internet at asean-oceania.jdpower.com.

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Service Initiation Becomes Increasingly Important To After-Sales Customer Experience in Vietnam

2015-09-29

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SINGAPORE: 30 September 2015 — Initiating the vehicle servicing process and handing the vehicle over to the service center staff have become increasingly important to overall customer satisfaction with authorized service centers, according to the JD Power Asia Pacific 2015 Vietnam Customer Service Index (CSI) Study^SM mass market segment, released today.

Now in its seventh year, the study measures new-vehicle owner satisfaction with the after-sales service experience by examining dealership performance in five factors (in order of importance): service quality (33%); service initiation (31%); vehicle pick-up (14%); service facility (12%); and service advisor (10%). Overall satisfaction is measured on a 1,000-point scale, with a higher score indicating higher customer satisfaction.

Overall customer satisfaction averages 837 in 2015, on par with 2014. Industry-wide, satisfaction has increased year over year in every factor except service facility, which has declined by 5 points. Among all study factors, the importance of service initiation—the process of getting the vehicle in for service, including flexibility to accommodate the customer’s schedule—has increased to 31 percent in 2015, up from 14 percent in 2014.

“As the traffic at service centers has increased as a result of the market growth, customers are concerned about the amount of time they have to wait to initiate service after arriving at the service facility,” said Loïc Péan, senior manager at JD Power Asia Pacific. “While the majority (73%) of customers do not make an appointment and most wait while their vehicle is being serviced, satisfaction in the service initiation factor is lower than in all the other factors. Dealers need to focus on managing customer capacity during peak times.”

In terms of service initiation, 21 percent of customers indicate they had to wait to speak to a service advisor to begin discussing their service needs prior to the work being started, up from 12 percent in 2014. Service initiation (830) is the lowest-scoring factor and the only service process below the industry average. When customers have to wait more than 5 minutes to speak with an advisor, satisfaction with service initiation drops to 821; when they have to wait more than 10 minutes it drops further down to 806, compared with 831 when they have to wait no more than 5 minutes.

Beyond service initiation, authorized service dealers have improved customer expectations of the time spent during and after service, with 16 percent of customers indicating servicing time was better than expected, up from 9 percent in 2014. When servicing time is better than expected, satisfaction is 849, compared to 788 when it is worse than expected. The time taken to finish paperwork and pick up the vehicle has also improved, as 41 percent of customers say it took less than 10 minutes in 2015, up from 31 percent in 2014. Satisfaction is 842 when it takes less than 10 minutes, compared to 833 when it takes longer.

KEY FINDINGS

• The average time to service a vehicle has improved year over year, as 72 percent of customers indicate the service was completed within two hours, up from 62 percent in 2014.
• The number of service reminders sent to customers has increased from 2014 (53% vs. 38%, respectively), with 85 percent of service customers saying they were notified for routine maintenance, up 7 percentage points. However, that improvement has not translated into a notable increase in the proportion of service appointments being scheduled (26%, up 3 percentage points from 2014).
• More customers in 2015 accept all the service recommendations offered by their advisor than in 2014 (79% vs. 69%, respectively). Customers who do not accept the additional service recommendations indicate they are not convinced that the extra work is necessary (76%) and/or that it would require too much extra time (21%).
• Most customers (82%) pay part or all of the service fees, depending on warranty coverage—up 11 percentage points from 2014—with 43 percent indicating they have spent 3 million VND or more on maintenance and repair at authorized service dealers since their vehicle purchase, compared with 36 percent in 2014.
• The study finds a strong correlation between customer service satisfaction and loyalty. Among delighted customers (overall satisfaction rating of 10 on a 10-point scale), 77 percent say they “definitely would” return for in-warranty service and 70 percent “definitely would” return for post-warranty service, compared with disappointed/ indifferent customers (satisfaction ratings of 1 to 7) with 61 percent and 40 percent, respectively saying the same.

Study Rankings

Among the eight brands ranked in the 2015 mass market segment, Honda (854) ranks highest with the largest year over year improvement (+16 points) of all makes. Honda performs particularly well in all five factors. Ford and Mazda (843 each) tie for second and Toyota (838) ranks fourth.

The 2015 Vietnam Customer Service Index (CSI) Study measures overall satisfaction among vehicle owners who visited an authorized dealer/ service center for maintenance or repair work during the first 12 to 24 months of ownership. This study is based on responses from 1,318 new-vehicle owners who purchased their vehicle between April 2013 and July 2014 and took their vehicle for service to an authorized dealer or service center between October 2014 and July 2015. The study was fielded between April and July 2015.

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980; [email protected]

John Tews; Director, Media Relations; JD Power; Troy, Michigan 48083 USA; 001 248 680 6218; [email protected]

 

Increased Service Volume Creates Longer Wait Times, Driving Down Customer Satisfaction with the Service Experience in Indonesia

2015-08-26

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Singapore: 31 August 2015 — An increase in service volume in Indonesia is challenging the dealerships’ ability to appropriately manage their service load creating longer wait times and driving customer satisfaction down, according to the JD Power Asia Pacific 2015 Indonesia Customer Service Index (CSI) Study^SM released today.

The study, now in its 15^th year, measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors (in order of importance): service quality (30%); service initiation (27%); service facility (15%); vehicle pick-up (15%); and service advisor (12%). Dealership service performance is calculated on a 1,000-point scale. The 2015 study examines service satisfaction exclusively in the mass market segment.

Overall satisfaction for mass market brands averages 761 in 2015, a 6-point decline from 2014. Satisfaction declines across all five factors, with the largest year-over-year decrease in service advisor (-11 points).

The study finds that the proportion of customers who wait to speak to a service advisor before service has increased to 43 percent from 35 percent in 2014. As a result, satisfaction has declined by 14 points among customers who do wait vs. those who do not (754 vs. 768, respectively). Additionally, the overall wait time to hand over a vehicle for service has increased by an average of 6 minutes to 22 minutes in 2015.

“An increase in service volume at authorized service centers and a low proportion of customers scheduling appointments present dealers with the challenge of adequately planning for ever-changing service volume,” said Kaustav Roy, director at JD Power Asia Pacific. “OEMs are finding it difficult to rigorously adhere to the customer interfacing processes; therefore, they need to develop more adaptable scheduling procedures to improve workflow and improve customer satisfaction.”

KEY FINDINGS

• The proportion of customers who schedule a service appointment has not changed significantly during the past five years (29% in 2015 vs. 27% in 2011).
• The proportion of customers who wait for more than 30 minutes to hand over their vehicle for service has increased by 23 percent from 2014 (32% vs. 9%, respectively). Further, satisfaction among those customers has dropped to 752, which is 9 points below the mass market average of 761.
• The proportion of customers who visit a dealer service center for general repairs has increased to 21 percent from 13 percent in 2014. Satisfaction among customers who visit a dealership for general repairs averages 755 vs. 763 among those who visit for non-repair work.
• The proportion of customers who receive a thorough explanation of work prior to and post-service has dropped to 82 percent in 2015 from 93 percent in 2014. Among customers who receive a partial or no explanation of the work performed on their vehicle, satisfaction declines to 759 from the mass market average score of 761.
• Among mass market vehicle owners who are highly satisfied with their service experience at an authorized service center (service satisfaction scores of 793 or higher), 61 percent say they “definitely would” revisit the same dealership for post-warranty service, compared with only 44 percent among those who are highly dissatisfied (scores of 732 or lower).   

CSI Study Rankings

Mazda ranks highest in overall customer service satisfaction with after-sales service among mass market brands, with a score of 769. Mazda performs particularly well in four of the five factors, including service initiation, service advisor, vehicle pick-up and service quality. Mitsubishi and Toyota follow in the rankings, tied for second at 764 each.

The 2015 Indonesia CSI Study is based on responses from 3,625 vehicle owners who received delivery of their new vehicle between February 2013 and June 2014 and took their vehicle for service to an authorized dealer or service center between August 2014 and June 2015. The study was fielded between February and June 2015.

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65 6 733 8980; [email protected]

John Tews; Director, Media Relations; JD Power; Troy, Michigan 48083 USA; +001 248 680 6218; [email protected]

About JD Power Asia Pacific: asean-oceania.jdpower.com

About JD Power and Advertising/Promotional Rules www.jdpower.com/corporate

About McGraw Hill Financial www.mhfi.com 

 

Salesperson’s Role Gains Importance as New-Vehicle Shoppers Want a Thorough Explanation of the Features, Benefits and Competitive Model Comparisons for the Vehicles They are Considering

2015-08-27

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SINGAPORE: 31 August 2015 —The salesperson has significant influence in the purchase decision as  new-vehicle buyers in Taiwan not only expect a comprehensive explanation of a vehicle’s features and the benefits of owning it during their shopping process, but they also expect them  to provide competitive model comparisons, according to the JD Power Asia Pacific 2015 Taiwan Sales Satisfaction Index (SSI) Study^SM mass market segment, released today.

Now in its 17^th year, the study has been entirely redesigned in 2015 and now examines six factors that contribute to overall customer satisfaction with the new-vehicle purchase experience. In order of importance, they are delivery process; dealership facility; salesperson; deal; delivery timing; and sales initiation. Sales satisfaction performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction. Due to the study redesign, the 2015 index scores are not directly comparable with 2014.

Overall sales satisfaction in the mass market segment averages 812 points in 2015. The importance of the role of salespersons as a source of information for new-vehicle purchase consideration has increased by 8 percent in 2015. Additionally, the study finds that a competitive explanation of vehicle features and benefits helps boost overall satisfaction to above the mass market average by 8 points.

“The salesperson’s role has gained in importance this year, as new-vehicle shoppers want a thorough  explanation of the features and benefits of the vehicle they are considering,” said Kaustav Roy, director, JD Power Asia Pacific. “The salesperson has significant influence when it comes to guiding shoppers in their purchase decision. Original equipment manufacturers whose dealerships are able to leverage this aspect are likely to improve the shopping experience, increase satisfaction and differentiate themselves among competitors.”

2015 Taiwan SSI Mass Market Brand Rankings

Among the nine brands ranked in the mass market segment, Nissan ranks highest in satisfaction with an SSI score of 820. Nissan performs particularly well in the sales initiation, deal and delivery timing factors. Toyota ranks second with a score of 819, performing particularly strong in dealership facility, salesperson and delivery process.  

KEY FINDINGS MASS MARKET

• The study finds that satisfaction is lower among first-time buyers than among repeat buyers (805 vs. 817, respectively). The gap in SSI scores between first-time and repeat buyers is widest in the deal and salesperson factors, with satisfaction lower by 14 points among first-time buyers.  
• One key driver of satisfaction among first-time buyers is the provision of a special ceremony from the dealer during the delivery of their new vehicle. Satisfaction is 18 points higher among first-time buyers who receive a ceremony than among those who do not receive a ceremony.
• Customers in Taiwan appreciate when a dealership salesperson uses a tablet/ mobile device/ computer to demonstrate the benefits and features of a vehicle. Among new-vehicle shoppers who received a demonstration via tablet, 75 percent of them indicate that the usage of tablet was appealing, innovative and that they found the content to be informative.
• Post-sales contacts provide a great opportunity for dealerships to demonstrate their concern for customers beyond the sales process. The study finds that satisfaction is highest among customers who are contacted to set up a regular service visit (816) than among those who are contacted for any other reason (805).
• The study finds a strong correlation between satisfaction with the new-vehicle purchase and delivery experience and customers’ future loyalty and advocacy intentions toward their dealer and brand. Among highly satisfied customers (SSI scores of 896 or higher), 51 percent say they “definitely will” recommend their purchase dealer to friends and relatives. Among customers who are highly dissatisfied (SSI scores of 737 or lower), only 16 percent say they “definitely will” recommend.

About the Study

The 2015 Taiwan SSI Study is based on responses from 2,320 new-vehicle owners in the mass market segment who purchased their vehicle between July 2014 and April 2015. The study was fielded from January through April 2015 and measures new-vehicle owner satisfaction with the sales and delivery experience from authorized dealers in Taiwan.

Media Relations Contacts

Xingti Liu, Singapore, +65-6733 8980; [email protected]

John Tews; JD Power; Troy, Michigan 48083 USA; 001-248-680-6218; [email protected]

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at asean-oceania.jdpower.com.

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Initial Shopping Experience Is Most Critical to Customer Satisfaction with Authorized Car Dealerships in the Philippines Reports JD Power Asia Pacific

2015-08-28

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SINGAPORE: 1 SEPTEMBER 2015 — The relative importance of the initial shopping phase in the overall purchase experience of new-vehicle buyers at authorized car dealerships in the Philippines more than doubled from 2014, according to the JD Power Asia Pacific 2015 Philippines Sales Satisfaction Index (SSI) Study^SM released today. 

Now in its 15th year, the study has been entirely redesigned in 2015 and now examines six factors that contribute to overall customer satisfaction with the new-vehicle purchase experience. In order of importance, they are sales initiation; delivery process; delivery timing; salesperson; dealer facility; and deal. Sales satisfaction performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction. Due to the study redesign, the 2015 index scores are not directly comparable with 2014.

Overall satisfaction with the sales and delivery process is 757 in 2015. While satisfaction is higher in the dealer facility factor (773) than overall, there is a 100-point gap in satisfaction scores between the highest- and lowest-performing makes in this factor. Among all factors, satisfaction is lowest in sales initiation (744), which has the smallest gap (46 points) between the highest- and lowest-performing makes.

“As both the demand and new-vehicle sales in the Philippines domestic car market continue to grow at a steady rate, new-vehicle buyers are increasingly cross-shopping and looking at all vehicle options before making their final decision,” said Loïc Péan, senior manager at JD Power Asia Pacific. “While courtesy and friendliness are an important part during the initial shopping process, buyers also require a comprehensive vehicle demonstration, comparisons with other models considered and a sales advisor who understands their needs and intended usage of the vehicle. The SSI Study shows notable gaps and highlights the need for general improvements in those areas.”

In the sales initiation factor, the demonstration of the vehicle is the lowest-rated attribute in 2015. Nearly half (49%) of new-vehicle buyers indicate their sales advisor demonstrated features on a display vehicle (down by 11 percentage points from 2014) and 13 percent indicate that they received just a verbal explanation (up from 5% in 2014). Additionally, fewer test drives are offered in 2015, compared with 2014 (59% vs. 95%, respectively). Less than 50 percent of new-vehicle buyers indicate their sales advisor asked probing questions—such as personal information, purchase reasons, intended usage, past ownership, other models considered and other dealers visited—in addition to such typical questions as budget, preferred payment method and model of interest.

KEY FINDINGS

• More than one-third (37%) of new-vehicle buyers seriously consider another model in 2015 (up from 19% in 2014) and 56 percent visit dealerships for more than one vehicle brand (up from 39% in 2014).
• One in five (20%) new-vehicle buyers experience sales pressure from their purchase dealer (up by 12 percentage points from 2014), such as insistence to purchase a model without the options desired, buy unwanted accessories and/ or accept an inconvenient delivery time.
• One in four (25%) buyers experience problems (up from 6% in 2014), such as small selection of model in stock and/ or insufficient staff.
• Home is the preferred delivery location for a majority of customers; however, overall satisfaction is higher when deliveries occur at the dealership, compared with deliveries at home (771 vs. 746, respectively). This may be due in part to challenges in providing comprehensive explanations and addressing customer questions when delivering vehicles to customers’ homes. Slightly more than four in 10 (41%) vehicles are delivered to customers’ homes in 2015, up from 33 percent in 2014.
• Overall satisfaction is higher when delivery is personally handled by the same salesperson who sold the vehicle, compared to when it is delivered by another dealership employee (773 vs. 737, respectively). When the vehicle is delivered by someone else—e.g., driver or third-party employee—satisfaction is only 718. Nearly two-thirds (65%) of new-vehicle buyers say that their own salesperson is the one who delivered the vehicle to them in 2015, down from 89 percent in 2014.

Study Rankings

Toyota ranks highest in new-vehicle sales satisfaction in the Philippines for a second consecutive year, with a score of 778. Toyota performs particularly well in all SSI factors. Nissan ranks second at 760.

The 2015 Philippines Sales Satisfaction Index (SSI) Study is based on responses from 1,659 new-vehicle owners who purchased their vehicles between August 2014 and April 2015. The study was fielded from February to June 2015.

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980; [email protected]

John Tews; Director, Media Relations; JD Power; Troy, Michigan 48083 USA; 001 248 680 6218; [email protected]

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at asean-oceania.jdpower.com.

About JD Power and Advertising/Promotional Rules www.jdpower.com/corporate

About McGraw Hill Financial www.mhfi.com 

 

Customer Satisfaction with Vehicle Service at Authorized Car Dealerships Increases as Dealers Implement Better and More Consistent Service Standards

2015-07-28

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BANGKOK: 29 July 2015—Due to ongoing improvements in service performance, customer satisfaction among new-vehicle owners with the after-sales service experience at authorized car dealerships in Thailand has improved substantially, according to the JD Power Asia Pacific 2015 Thailand Customer Service Index (CSI) Study^SM released today.

The study, now in its 16^th year, measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors: service initiation; service advisor; service facility; vehicle pick-up; and service quality. Dealership service performance is based on a 1,000-point scale. The study examines service satisfaction in the mass market segment.

Overall satisfaction with mass market brands averages 865 in 2015, up from 838 in 2014. Satisfaction increases across all customer service factors, with the largest year-over-year improvement in service facility, which increases by 38 points from 2014.

“Since 2012, major brands have expanded their dealer network 20 to 40 percent. However, as new-vehicle sales have slowed dramatically (down 14% year over year across the CSI eligibility period) dealers are focusing on improving after-sales service,” said Loic Pean, senior manager at JD Power Asia Pacific. “This has translated to higher implementation of service standards by dealers and a more satisfying customer service experience, especially in the Greater Bangkok area. As a result, dealers are able to offer additional amenities, shorter wait times and value-added services.”

The proportion of new-vehicle owners who indicate their dealer delivered on all 22 core service standards has increased to 19 percent, up by 12 percentage points from 2014. Satisfaction improves the most in the Greater Bangkok region, which includes approximately one-third of the dealer network of major brands and accounts for nearly half of the new-vehicle sales volume; and consequently overall satisfaction is higher than in the Upcountry area (881 vs. 853, respectively).

KEY FINDINGS

• Competition across service dealerships intensifies, as 22 percent of new-vehicle owners indicate they visited a dealer other than the one where they purchased their vehicle for their most recent service, up from 17 percent in 2014.
• Nearly two-thirds (61%) of new-vehicle owners cite “reliability of service” as the reason for selecting a service dealer, increasing by 15 percentage points from 2014 and the largest year-over-year increase among all reasons.
• A majority (83%) of respondents waited at the dealership during their most recent service, up from 78 percent in 2014, and the highest proportion in the study’s 16-year history.
• The number of amenities offered by the dealer to new-vehicle owners while waiting for their vehicle has  increased significantly, as 82 percent of new-vehicle owners indicate Internet access was provided, up from 70 percent in 2014, and 50 percent of owners indicate that complimentary food was offered, up from 26 percent in 2014.
• More customers perceive dealer staff as attentive in 2015, as 91 percent of new-vehicle owners indicate their service advisor was completely focused on them and their needs, an increase of 7 percentage points from 2014; 93 percent indicate their advisor paid attention to details (+5 percentage points ); and 81 percent indicate their advisor provided helpful advice (+3 percentage points).

2015 Thailand CSI Study Rankings

Toyota ranks highest in overall customer service satisfaction among mass market brands for a second consecutive year, with a score of 873. Toyota performs particularly well in all factors. Isuzu ranks second at 868, which is 3 points above the mass market average of 865.

The 2015 Thailand Customer Service Index (CSI) Study is based on responses from 3,393 new-vehicle owners who purchased their vehicle between January 2013 and May 2014 and took their vehicle for service to an authorized dealer or service center between July 2014 and May 2015. The study was fielded between January and May 2015.

Media Relations Contacts

Xingti Liu; JD Power Asia Pacific; 8-Shenton Way, #44-02/03/04; Singapore; Phone +65-6733-8980; [email protected]

John Tews; Director, Media Relations; JD Power; Troy, Michigan 48083 USA; +001 248-680-6218; [email protected]

About JD Power Asia Pacific: www.jdpower.com

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

Please click here to read the Press Release in Thai.

 

Service Satisfaction Improves with Authorized Car Dealerships in the Philippines as Waiting Times Decrease

2015-07-28

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SINGAPORE:  31 July 2015—The time spent by service customers at authorized car service centers has decreased significantly in the Philippines, resulting in higher overall customer satisfaction, according to the JD Power Asia Pacific 2015 Philippines Customer Service Index (CSI) Study^SM released today.

The study, now in its 15th year, measures satisfaction with after-sales service among new-vehicle owners who visit an authorized service center for maintenance or repair work during the first 12 to 24 months of ownership based on five factors (listed in order of importance): service quality (25%); service advisor (22%); vehicle pick-up (20%); service initiation (19%); and service facility (14%). Overall satisfaction is measured on a 1,000-point scale.

Overall service satisfaction is 837 points in 2015, an 11-point improvement from 2014. Satisfaction increases in all five factors, with the largest year-over-year gain in service initiation, up by 15 points from 2014.

“Authorized service dealers have made significant efforts aimed at reducing the time their customers spend at their service facilities, especially in a market where new-vehicle owners are particularly sensitive to waiting times,” said Loic Pean, senior manager at JD Power Asia Pacific. “The wait time to speak to a service advisor, the vehicle handover process before service, as well as the actual vehicle servicing time and payment process are completed notably faster than in 2014, translating into higher satisfaction with the overall service experience.”

More than one-fourth (27%) of new-vehicle owners indicate that their most recent service experience was better than expected, a 4 percentage point increase from 2014. Nearly one-fifth (18%) of owners indicate it took less than five minutes to speak to a service advisor, a percentage that has doubled from 2014. More than one-third (37%) of service customer indicate it took 10 minutes or less to complete the vehicle handover process, up from 29 percent in 2014. Half (50%) of vehicle owners say it took 10 minutes or less to finish the paperwork and pick up their vehicle after the service was completed, a 13 percentage point improvement from 2014.

KEY FINDINGS

• A majority (90%) of new-vehicle owners received service on the same day they brought their vehicle in, a 3 percentage point improvement from 2014. One-third (33%) of these customers indicate that it took two hours or less to service their vehicle—the threshold to ensure above-average satisfaction levels—up from 32 percent  in 2014.
• The level of commitment and delivery of explanation given by service advisors has improved year over year, as 99 percent of owners indicate they were given an explanation of the work after the service was completed, up from 91 percent in 2014. Additionally, 92 percent of customers say that service charges were explained post-service, a 4 percentage point increase from 2014.
• The study finds that 47 percent of customers waited at the dealership the entire time during their most recent service visit, up from 45 percent in 2014.
• Satisfaction for dealerships that offer six or more amenities—such as Internet access, refreshment counters, TV, air-conditioned waiting lounge and free food—is 8 points higher than industry average (845 vs. 837, respectively). More than half (58%) of owners indicate that six or more amenities were offered to them, up by 10 percentage points from 2014.
• Providing an outstanding servicing experience can generate high levels of advocacy and loyalty. Nearly two-thirds (65%) of service customers say they “definitely would” recommend the same make to a friend/ relative, and 55 percent say they “definitely would” repurchase the same make, up from 62 percent and 52 percent, respectively, in 2014.

CSI Study Rankings

Honda ranks highest in overall customer satisfaction with after-sales service among the 11 brands ranked, with a score of 846. Honda performs particularly well in the service facility and service quality factors.

Toyota and Mazda follow in a tie for second scoring 844 points each. Toyota performs particularly well in the service advisor and service facility factors, while Mazda performs well in vehicle pick-up and service quality. Isuzu (839) ranks fourth and Chevrolet (838) ranks fifth.

The 2015 Philippines Customer Service Index (CSI) Study is based on responses from 1,750 new-vehicle owners who purchased their vehicle between February 2013 and May 2014 and took their vehicle for service to an authorized dealer or service center between August 2014 and May 2015. The study was fielded between February and May 2015.

Media Relations Contacts

Xingti Liu; JD Power Asia Pacific; 8-Shenton Way, #44-02/03/04; Singapore; Phone 65-6733 8980;

[email protected]

John Tews; Director, Media Relations; JD Power; Troy, Michigan 48083 USA; 001 248 680 6218; [email protected]

About JD Power Asia Pacific:www.jdpower.com

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Dealers in Malaysia Not Meeting Vehicle Owners’ Increasing Expectations for Service

2015-07-29

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SINGAPORE: 31 JULY 2015 — Vehicle owners in Malaysia are expecting more out of their dealer service experience, and authorized service centers are struggling to keep pace with those rising demands, according to the JD Power Asia Pacific 2015 Malaysia Customer Service Index (CSI) Study^SM released today.

The study, now in its 13^th year, measures overall service satisfaction among owners who took their vehicle to an authorized service center for service maintenance and/ or repair work during the first 12 to 24 months of ownership. Service satisfaction is examined exclusively in the mass market segment.

The study evaluates new-vehicle owner satisfaction with the service experience 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%).

Satisfaction among mass market brands averages 749 index points (on a 1,000-point scale) in 2015, which is a 5-point decline from 2014. Customers are expecting to receive a higher level of service, overall satisfaction averaging 815 among the 12 percent of customers who indicate they had a “better-than-expected” service experience, compared with 842 in 2014. The greatest drop in satisfaction is in service facility, where satisfaction has declined to 773 in 2015 from 785 in 2014. Ease of approach to and convenience of service centers contribute to the decline in satisfaction in the service facility factor.

Among the 3 percent of customers who indicate having a “worse-than-expected” service experience, overall satisfaction is 558, down from 590 in 2014.

“Clearly, customer expectations are on the rise; hence, it is critical for service centers to provide a positive experience throughout, from service initiation, which is gaining importance, to delivering the vehicle back to customers, while remaining focused on delivering service quality, “said Rajaswaran Tharmalingam, country head, Malaysia, JD Power Asia Pacific.

The study also demonstrates the importance of satisfying customers to improve loyalty and repeat visits.   Among mass market vehicle brand owners who are highly satisfied with their service experience (overall satisfaction scores of 815 and higher), 42 percent say they “definitely would” revisit their service dealer for post-warranty service, compared with 12 percent of those who are highly disappointed (scores of 698 or lower).

Among the 22 identified service standards that enhance the overall customer service experience, notifying customers for routine maintenance and contacting customers after the service visit have the most significant positive impact on satisfaction (+22 points and +15 points, respectively). Overall satisfaction among the 18 percent of customers who indicate their service center executed both of those standards averages 778, compared with 737 among those whose service center did not deliver on both of these services.

“Service centers must strive to always enhance their service standards, specifically in offering the value-added standards to their customers,” Rajaswaran said. “This is precisely what delights customers with their service experience.”

KEY FINDINGS

• Overall customer service among the Malaysian national brands within the mass market segment averages 742 points, down 2 points from 2014.
• ŸImplementation rates for several key service initiation offerings have decreased year over year:  offering quick/ express service (-7%); inquiring for specific problems (-5%); offering value added services (-4%); and inquiring for additional service requirements (-2%).

Study Rankings

Mazda ranks highest in overall service satisfaction among mass market brands, with a score of 774. Mazda performs particularly well in the service initiation and service quality factors. Mitsubishi ranks second with a score of 773, and Honda ranks third at 760.

The 2015 Malaysia Customer Service Index Study is based on responses from 2,812 new-vehicle owners who purchased their mass market brand vehicle between February 2013 and May 2014 and took their vehicle for service to an authorized service center between August 2014 and May 2015. The study was fielded between February and May 2015.

Media Relations Contacts

Xingti Liu; JD Power Asia Pacific; Singapore; Phone 65-6733 8980; [email protected]

John Tews; JD Power; Troy, Michigan, USA; 001-248-680-6218; [email protected]

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at japan.jdpower.com.

About JD Power and Advertising/Promotional Ruleswww.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com