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Category: APAC

  • 2011 Philippines Sales Satisfaction Index (SSI) Study

    Overall New-Vehicle Sales Satisfaction in the Philippines Improves After Two Consecutive Years of Declines

    2011-08-08

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    SINGAPORE: 8 August 2011 — New-vehicle sales satisfaction has increased in the Philippines after two consecutive years of declines that were caused by rapid sales growth and increased customer expectations, according to the JD Power Asia Pacific 2011 Philippines Sales Satisfaction Index (SSI) Study.SM

    Now in its 11th year, the study measures new-vehicle owner satisfaction with the sales and delivery experience in seven key factors that contribute to overall satisfaction. In order of importance, they are: delivery process; delivery timing; salesperson; paperwork; deal; sales initiation; and dealer facility.

    Overall new-vehicle sales satisfaction averages 829 on a 1,000-point scale in 2011, an improvement of 10 points from 2010. In addition, all nine brands included in the study have improved from 2010. Among the factors examined in the study, satisfaction is highest in the salesperson and delivery process factors, which have improved by 12 and two points, respectively, from 2010.

    “The study finds a strong connection between sales standard implementation and overall satisfaction,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore. “Overall improvement in the industry in 2011 is largely driven by more rigorous implementation of sales standards and processes across most manufacturers.”

    Nissan ranks highest in new-vehicle sales satisfaction with a score of 839 and performs particularly well in the delivery process and salesperson factors. Ford follows Nissan in the rankings (835). Although ranking below the industry average, Kia (823) improves more than any other brand in the study in 2011, a gain of 40 points from 2010. 

    The study finds that the percentage of customers who were offered test drives has increased to 88 percent in 2011 from 76 percent in 2010. Additionally, for a second consecutive year, the proportion of customers who actually take a test drive when one is offered has increased.

    “Getting an opportunity to test drive a vehicle prior to purchase is becoming an integral part of the decision-making process in the Philippines,” said Arora. “It is critical for dealers to address this evolving need by positively and promptly responding to requests for test drives, as this could become a differentiator between dealerships and brands.”

    The study also finds that customers whose vehicles were delivered to their home are more satisfied with the delivery process, on average, compared with customers who picked up their vehicle from the dealership. Among customers whose vehicles were delivered to their home, satisfaction averages 830. In comparison, satisfaction averages 823 among customers who picked up their vehicle from the dealership. The proportion of customers who received their vehicle at home in 2011 (50%) has more than doubled from 2010 (23%).

    “The hefty growth rate of vehicle sales in the Philippines must not deter manufacturers from providing a delightful sales experience to their customers,” said Arora. “In a market where a large majority of customers rely on traditional and non-digital sources of information in making a purchase decision–such as the reputation of the brand or recommendations from friends and family–providing a delightful sales experience helps to generate good word of mouth, which may translate into increased business.”

    The 2011 Philippines SSI Study is based on responses from more than 1,463 new-vehicle owners who purchased their vehicle between August 2010 and February 2011. The study was fielded from February to May 2011.

    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 performance analytics services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in 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 www.jdpower.com. Media e-mail contact: [email protected].

    About JD Power and Associates
    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies
    Founded in 1888, The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy.  With leading brands including Standard & Poor’s, McGraw-Hill Education, Platts energy information services and JD Power and Associates, the Corporation has approximately 21,000 employees with more than 280 offices in 40 countries.  Sales in 2010 were $6.2 billion.  Additional information is available at http://www.mcgraw-hill.com.

    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 and Associates; 5435 Corporate Drive, Suite 300; Troy, MI, 48098 U.S.A.; 001 248-312-4119; [email protected]

    No advertising or other promotional use can be made of the information in this release without the express
    prior written consent of JD Power and Associates.

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    NOTE: Two charts follow.

     

  • 2012 Australian Wireless Network Quality Study

    Numbers of Wireless Network Quality Problems Differ Considerably Based on Type of Usage Activity

    1970-01-01

    jdp-root

    WESTLAKE VILLAGE, Calif.: 30 May 2012 — Overall network quality performance levels for wireless carriers differ depending on whether mobile devices are used for calling, text messaging or data service, according to the JD Power and Associates 2012 Australian Wireless Network Quality StudySM released today.

    The inaugural study measures the most recent usage activities by wireless customers in three categories that impact network performance: calling, messaging and data.  Overall network performance is based on 10 problem areas that affect the customer experience: dropped calls; calls not connected; audio issues; failed/late voicemails; lost calls; text transmission failures; late text message notifications; Web connection errors; email connection errors; and slow downloads.  Network performance issues are measured as problems per 100 (PP100) network connections, where a lower score reflects fewer problems and better network performance.

    Overall network performance varies widely by the type of activity being performed on the mobile device, with a higher number of problems experienced by wireless customers conducting data-related activities, compared with placing calls and text messaging.

    Overall, customers most often cite problems with data-related issues, such as: Web and email connection errors and excessively slow downloads (22 PP100).  In comparison, the number of calling-related problems–such as dropped calls, initial disconnect and audio issues–is 20 PP100.  Messaging problems, such as transmission failures and late text messages, has the lowest incidence, at only 5 PP100.

    Additionally, the specific types of problems experienced vary greatly within each usage type.  Among customers who experience data-related issues, there are more reported problems for excessively slow downloads (24 PP100), compared with Web connection failures (14 PP100) and email connection failures (7 PP100).  The same holds true for specific problems associated with making calls.  There are more reported problems related to general audio issues, such as interference or voice distortion, compared with failed/late voice messages (10 PP100 vs. 5 PP100, respectively).  

    The study also finds that the PP100 scores in the Australian market mirror those in the United States overall and in most network problem areas except in the area of excessively slow downloads, in which wireless customers in Australia experience a higher number of problems than do their U.S. counterparts (24 PP100 vs. 21 PP100, respectively).

    “Like the U.S. market, Australian wireless customers experience varying degrees of consistency with their overall network quality,” said Kirk Parsons, senior director of wireless services at JD Power and Associates.  “Wireless customers rely on their phones to do everything, from providing them with driving directions to sending picture messages and downloading applications and services, as well as placing calls.  Therefore, it’s imperative that service providers continue to invest in improving their networks, especially those related to increasing network capacity, as data-related issues like excessively slow downloads greatly impact future switching.”

    According to Parsons, wireless network carriers may realize financial benefits by providing high-performing networks.  Among customers who selected their current carrier to obtain better network coverage, average monthly spending is $16 higher, compared with customers who selected their carrier for other reasons.

    Among the four carriers included in the study, Telstra ranks highest in overall network quality (10 PP100), achieving fewer customer-reported problems in all 10 network quality problem areas compared with the study average.  Telstra also performs particularly well in limiting data-related issues, such as slow downloads and Web and email connection errors.  

    Virgin Mobile follows Telstra in the rankings at 13 PP100, performing particularly well in the call quality category.

    The 2012 Australian Wireless Network Quality Study also finds the following usage trends among wireless customers in Australia:

    • On average, wireless customers make/receive 15 calls within a 48-hour period.  This activity rate is identical to that in the United States.
    • Wireless customers in Australia use their mobile device less often for text messaging, compared with customers in the United States.  The study finds that, on average, wireless customers in Australia sent/received 17 text messages during a two-day period.  During the course of a month, this equals more than 255 incoming/outgoing text messages, compared with more than 500 incoming/outgoing text messages in the United States.
    • On average, customers with smartphone devices continue to experience more problems than do those with traditional handset devices–15 PP100 vs. 11 PP100, respectively.  However, the largest gaps in reported problem rates occur in calling-related areas.  In this area, problem rates among smartphone customers average 5 PP100 more than among traditional handset device customers.
    • Average problem rates are lowest among wireless customers in the South and Western Australia regional areas (11 PP100 each), and highest among wireless customers in the New South Wales and Victoria regions (15 PP100).

    The 2012 Australian Wireless Network Quality Study is based on responses from more than 1,900 wireless customers across Australia’s seven main states.  The study was fielded between February and March 2012.

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    Media Relations Contacts:

    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

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  • 2012 Thailand Sales Satisfaction Index (SSI) Study

    Dealers’ Ability to Provide Short Vehicle Delivery Times Becomes Increasingly Important as New-Vehicle Demand Soars in Thailand

    1970-01-01

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    BANGKOK: 30 August 2012 — At the same time that domestic demand for new vehicles are soaring and expected to exceed 1 million units in annual sales before the end of 2012, customers are paying greater attention to commitments dealers make regarding actual delivery time, according to the JD Power Asia Pacific 2012 Thailand Sales Satisfaction Index (SSI) StudySM released today.

    Now in its 13th year, the study examines seven factors that contribute to overall customer satisfaction with the new-vehicle purchase experience (in order of importance): delivery process; salesperson; dealer facility; sales initiation; paperwork; delivery timing; and deal. SSI performance is reported as an index score based on a 1,000-point scale, in which a higher overall SSI score indicates greater satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction averages 900 in 2012–the highest score in the study’s history–and represents an improvement of seven points from 2011.

    The study finds that delivery time has notably increased, compared with the 2011 study, as 51 percent of customers report taking delivery of their vehicle more than two weeks after booking–an 18 percentage-point year-over-year increase. Moreover, the proportion of customers who say the dealer failed to keep their commitment for the promised delivery date has more than doubled–to 7 percent in 2012 from 3 percent in 2011.

    “In the context of rapid recovery after a period of stagnation and low consumer confidence in 2011, coupled with many exciting new-model launches in the past few months, new-vehicle buyers are impatient to get behind the wheel of their new vehicle,” said Loic Pean, senior manager at JD Power Asia Pacific, Singapore “Many customers, particularly those in the eco-car and entry midsize segments, are currently willing to pay the sticker price and skip negotiation if the dealer can deliver their vehicle quickly.”

    New-vehicle buyers indicate that the two reasons that most influenced them in their dealer selection are proximity (i.e., closest dealer selling the desired brand) and immediate delivery (51% and 12%, respectively). In contrast, in 2011, the top two reasons cited were dealer proximity (28%) and best deal (26%).

    Sales satisfaction has improved from 2011 in all factors except delivery timing. In 2012, four makes achieve scores of 900 or above. Among the eight brands included in the study, Toyota ranks highest in sales satisfaction with a score of 905, performing well in the sales initiation, dealer facility and deal factors. Chevrolet (903) has improved by 18 points from 2011 to rank second, due to particularly strong performances in the paperwork, delivery timing and delivery process factors. Honda and Nissan, in a tie (900 each), closely follow in the overall rankings. Nissan achieves the highest year-over-year increase (+25 points).

    While the implementation of sales standards have remained stable overall across the industry, more customers–most notably passenger car buyers–would have preferred that the sales advisor spent more time with them at delivery. Overall satisfaction is higher among customers who say the sales advisor spent at least 60 minutes with them at delivery, compared with below-average satisfaction among customers who say the time spent was less than 60 minutes. Just 24 percent of new-vehicle buyers say the sales advisor spent 60 minutes or more at delivery, compared with 29 percent of who say the sales advisor spent less than 30 minutes at delivery.

    “Spending time with customers at delivery is vital for dealers to demonstrate their gratitude for the purchase and how much they care about their customers, especially if it took longer to deliver the vehicle than expected,” said Pean. “Indeed, spending that extra time is important not only to answer customers’ queries, but also to introduce the service personnel and the maintenance process, and above all make it a memorable moment and the start of a strong relationship with the customer.”

    The study also finds that high levels of customer satisfaction are closely related to the proportion of customers who would recommend their purchase dealer. Among customers who say they are “delighted” with the sales experience (providing a rating of 10 on a 10-point scale), 61 percent say they “definitely would” recommend their purchase dealer, while only 5 percent of those who are “disappointed” (ratings of five points or lower) say the same.

    The 2012 Thailand SSI Study is based on responses from 2,754 new-vehicle owners who purchased their vehicle between August 2011 and March 2012. The study was fielded between February and May 2012.

    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 China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    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; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

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  • 2012 High Definition Television (HDTV) Report

    3D Capability Does Not Increase Consideration When Purchasing a High Definition Television

    1970-01-01

    jdp-root

    WESTLAKE VILLAGE, Calif.: 22 August 2012 — Only 11 percent of customers who purchase a high definition television do so because of its 3D capabilities, according to the JD Power and Associates 2012 High Definition Television (HDTV) ReportSM released today.

    The report examines satisfaction with HDTVs among customers who purchased one in the past 12 months. The report measures HDTV satisfaction across six factors (listed in order of importance): performance and reliability; ease of operating; competitiveness of the price paid; styling and appearance; variety of features; and warranty.

    The report finds that 75 percent of customers indicate price was a reason they purchased their HDTV, followed by brand reputation (60%); positive reviews (37%); past experience with the brand (36%); quality of construction (33%); availability (31%); styling of the TV (29%); ease of use (21%); and 3D capability (11%).

    “While still finding its niche, 3D HDTV capability is not a leading force in purchasing a television,” said Sara Wong Hilton, a director at JD Power and Associates. “One reason is that 3D HDTVs are typically more expensive than non-3D-capable HDTVs. Additionally, in order to view 3D media, special media players, and 3D glasses in some cases, are required. The extra cost could play a role in dissuading customers from adopting the technology at this point.”

    Among survey respondents in this particular study, more customers purchased an LCD HDTV (41%), compared with an LED (33%) or plasma (19%) HDTV, and half (50%) purchased a 41- to 50-inch television, more than any other size available.

    Vizio ranks highest in customer satisfaction with a score of 887 (on a 1,000-point scale), followed by Sharp (878) and LG Electronics (875). Vizio ranks highest in five of six categories: performance and reliability; ease of operating; competitiveness of the price paid; styling and appearance; and warranty. Sharp ranks highest in the variety of features factor.

    JD Power and Associates offers the following tips to consumers shopping for an HDTV:

    • Remember the accessories. Be sure to include in your TV budget accessories such as HDMI and component cables, mounting hardware, adapters, universal remote control, and a TV stand or cabinet. These items often can add hundreds of dollars to the bottom line, and in some cases all together may match the price of the TV itself.
    • Take careful measurements. TVs are available in almost any size, from a screen that fits in the smallest corner of your house to one that covers a large wall. Before you buy, think about and measure where you will display the TV and the screen size you will need based on the average viewing distance in the room.
    • Consider colors and resolution. Different people prefer varying levels of brightness, contrast and resolution of the TV screen. Some HDTVs produce unnaturally bright colors, and some viewers may not prefer them. One test of a TV’s picture or color quality is its “black-level performance,” as measured by the contrast ratio (the higher the number, the better). Generally, those that show the blackest blacks are best.
    • Consider glossy versus matte screen finishes. If you are using the television in a room that often has excessive ambient light, then a matte screen may be a better choice, as it tends to reduce reflections in the viewing area that can be distracting.  Yet, many matte screens can also mute colors to some degree, when compared to glossy screens.  Glossy screens are best used in darker rooms where ambient light can be controlled, as they tend to produce more vivid colors.
    • Don’t pay for unnecessary features. Don’t pay extra for “bells and whistles” that you think you may never use. If you’re satisfied with a basic TV, spend your money on size and picture quality, rather than extra features. Even plain TVs sometimes have great features.

    The 2012 HDTV Satisfaction Report is based on responses of more than 1,000 customers who purchased an HDTV in the past 12 months. Invitations to participate in the online survey were sent via e-mail to online panelists in August 2012. JD Power and Associates received completed questionnaires through August 7, 2012.

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    Media Relations Contacts:

    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

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  • 2012 Malaysia Customer Service Index (CSI) Study

    After-Sales Service Standards Improve Notably at Authorized Service Centres of National Makes

    1970-01-01

    jdp-root

    SINGAPORE: 17 August 2012 — Satisfaction with authorized service centres among new-vehicle owners of national makes has increased from 2011 due to the implementation of higher service standards at dealerships, according to the JD Power Asia Pacific 2012 Malaysia Customer Service Index (CSI) StudySM.

    The study, now in its 10th year, measures overall customer satisfaction among vehicle owners who took their vehicle to their authorized service centre for maintenance or repair work during the first 12 to 24 months of ownership. The study evaluates new-vehicle owner satisfaction with the after-sales service experience by examining dealership performance in five factors (in order of importance): service quality; vehicle pickup; service initiation; service advisor; and service facility. Overall customer satisfaction averages 740 index points on a 1,000-point scale in 2012, an improvement of 22 points from 2011.

    Of the 22 service standards examined in the study, authorized service centres of national makes implement 17.7 per visit, on average, an increase from 17.1 in 2011. Service standard implementation among non-national makes remains higher, with an average of 18.4, which is unchanged from 2011. Improvements cited by owners of national makes–Malaysia-branded vehicles–include essential customer-centric activities, such as explanations of work and physical inspection of vehicle both before and after service.

    “Gaps in service satisfaction remain, but are narrowing between national and non-national makes in Malaysia,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore. “While national makes still perform below industry average, there are remarkable improvements in performance due to a more systematic implementation of activities with high impact on customer satisfaction.”

    Among the 12 brands included in the study, BMW ranks highest for a second consecutive year with a score of 794. BMW performs particularly well in all five factors. Isuzu (782) ranks second, followed by Mercedes-Benz (780). Hyundai-Inokom (746) achieves the largest improvement in the study, with a 30-point increase. Perodua improves by 29 index points, and Proton by 26.

    A majority (55%) of customers in 2012 schedule their visit through a phone appointment, a notable increase from 2011 (+5 percentage points). Customers who schedule a service appointment are considerably more satisfied with their service experience (744) than are those who drop by the dealership without an appointment (734).

    “In times of market growth, it is important for dealers to better plan their resources in order to maintain high levels of customer satisfaction, and encouraging customers to make appointments is particularly useful in reaching this objective,” said Arora. “This typically allows service advisors to demonstrate their familiarity with each customer’s individual profile and service history, as well as reduce their wait time.”

    The proportion of customers who say they “definitely would” revisit the dealer for post-warranty service is more than four times higher among those who are “delighted1” (61%) with their dealer service experience, compared with customers who are either “indifferent2 or “disappointed3” (15%).
     
    “Improving customer service is essential to increase post-warranty servicing volumes and boosting customer retention, thereby maximizing revenue for authorized service dealers,” said Arora.

    The 2012 study is based on responses from 2,836 new-vehicle owners who purchased their vehicle between February 2010 and May 2011 and took their vehicle for service to an authorized dealer or service centre between August 2011 and May 2012. The study was fielded between February and May 2012.

    1 Customers providing a rating of 10 on a 10 point scale for overall satisfaction with the entire service experience.
    2 Customers providing a rating of 6 – 7 on a 10 point scale for overall satisfaction with the entire service experience.
    3 Customers providing a rating of 1 – 5 on a 10 point scale for overall satisfaction with the entire service experience.

    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 China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    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; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

    # # #


     

  • 2012 Taiwan Sales Satisfaction Index (SSI) Study

    Uncomfortable Sales Pressure Negatively Impacts Taiwanese New-Vehicle Owner Sales Satisfaction

    1970-01-01

    jdp-root

    SINGAPORE: 1 August 2012 — Satisfaction is notably higher when salespeople do not pressure new-vehicle buyers into making a purchase on the same day they visit a dealership, according to the JD Power Asia Pacific 2012 Taiwan Sales Satisfaction Index (SSI) StudySM released today.

    Now in its 14th year, the study measures new-vehicle owner satisfaction with the sales and delivery experience in seven key factors that contribute to overall satisfaction. In order of importance, these factors are delivery process, salesperson, delivery timing, sales initiation, deal, paperwork and dealer facility.

    Overall customer satisfaction with the new-vehicle sales and delivery experience in Taiwan improves marginally to an index score of 890 (on a 1,000-point scale) in 2012 from 888 in 2011.

    The incidence of vehicle owners experiencing uncomfortable sales pressure is 14 percent in 2012. The most commonly reported type of sales pressure experienced is to buy a vehicle on the same day as the visit. This type of pressure negatively impacts owner satisfaction with the purchase experience, resulting in an average index score of 829, a 61-point decline from the industry average. In contrast, satisfaction among vehicle buyers who are not pressured by a salesperson to buy a vehicle on the same day is 896.

    “First-time buyers are more heavily influenced by sales pressure being applied during the purchase experience,” said Rajeev Nair, director with JD Power Asia Pacific, Singapore. “Four percent more first-time buyers indicate experiencing uncomfortable sales pressure, leading to a 35-point greater drop in satisfaction, than do repeat buyers, compared with industry average scores.

    “Sales personnel with the ability to engage with the new-vehicle buyer, understand their requirements, provide recommendations based on their needs, and allow enough time for the buyer to make an informed decision, may be better positioned to close the deal without pressuring the buyer,” said Nair.

    Lexus ranks highest for a fifth consecutive year, with an index score of 910. Lexus performs particularly well in four of the seven factors: sales initiation, paperwork, delivery timing and delivery process. Following Lexus in the rankings are Mercedes-Benz (909) and Luxgen (902).

    According to findings in the study, satisfaction increases when salespersons ask vehicle buyers for feedback, even following an unsatisfactory sales experience. Overall satisfaction among first-time buyers who are not asked for their feedback is 863, compared with 897 among those who are asked for their feedback

    “In the short run, asking for feedback allows a dealership to perform sales recovery for specific customers who are extremely dissatisfied by directly attending to them and trying to resolve their main concerns,” said Nair. “In the long run, it allows automakers and dealerships to review their sales and delivery processes to identify areas for improvement, provide a more delightful purchase and delivery experience for future customers, as well as build stronger brand affinity and loyalty.”

    Another finding from the study is that the opinions of friends and relatives continue to be the top source of information that new-vehicle buyers consider when deciding which make and model to purchase, with 68 percent of vehicle shoppers referring to them for input. In addition, a higher percentage of new-vehicle buyers are actively seeking information from the Internet, compared with last year (55% vs. 47%, respectively). In contrast, only 16 percent of new-vehicle buyers are relying on traditional media channels, such as newspapers and magazines, down 3 percentage points from 2011.

    “As information on vehicles becomes more widely and easily available, shoppers are turning to multiple sources of information to get a well-rounded perspective on the vehicle they plan to purchase,” said Nair. “Dealership personnel need to be aware of what is being discussed on the Internet about their vehicles and be prepared to answer questions from well-informed customers.”

    Satisfaction with the purchase and delivery experience strongly impacts owner recommendation intentions. Fully 61 percent of “delighted” owners1 say they “definitely would” recommend their dealer, compared with only 10 percent of those who are “disappointed/indifferent2.” A similar trend holds true for recommendation intentions toward the vehicle brand as well.

    The 2012 Taiwan SSI Study is based on responses from 2,420 new-vehicle owners who purchased their vehicle between July 2011 and February 2012. The study, which covers 87 vehicle models, was fielded from February to May 2012 and measures new-vehicle owner satisfaction with the sales and delivery experience.

    1 First-time buyers providing a rating of 10 on a 10-point scale for overall satisfaction with the sales and delivery experience.
    2 First-time buyers providing a rating of 1-7 on a 10-point scale for overall satisfaction with the sales and delivery experience.

    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 China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    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; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

    # # #


     

  • 2012 Thailand Customer Service Index (CSI) Study

    Scheduling Appointment for After-Sales Service Positively Impacts Customer Satisfaction with Their Service Experience

    1970-01-01

    jdp-root

    BANGKOK: 31 July 2012 — Satisfaction with after-sales service at authorized service centers is  particularly higher among customers who have an appointment than among those who drop by a service center at their own convenience, according to the JD Power Asia Pacific 2012 Thailand Customer Service Index (CSI) StudySM released today.

    The study 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 reported as an index score based on a 1,000-point scale.  

    According to the study, 30 percent of service customers schedule their visit in advance by making a telephone appointment instead of dropping by at a time convenient to them, a 7-percentage-point increase from 2011. Overall satisfaction among customers with an appointment is 866, which is 28 points higher than among those without an appointment. The gap in satisfaction scores between having a scheduled appointment and not having one is the largest since the inception of the study in 2000.

    “Authorized service centers in Thailand are encouraging their customers to schedule their routine maintenance service visits in advance and then reminding them prior to the appointment,” said Loic Pean, senior manager at JD Power Asia Pacific. “Nearly one-half of customers indicate that they knew it was time for maintenance/repairs thanks to a reminder from the service center, two times higher than observed last year. At the same time, dealer processes are being adapted to service appointment customers better and faster, which results in increased customer satisfaction and operational efficiency for the service centers–a win-win situation.”

    Overall customer satisfaction averages 846 in 2012, a 19-point improvement from 2011. Across the industry, satisfaction has increased year over year in all factors, particularly in service initiation (+26 points) and service facility (+24). Service facility is the only factor in which all makes achieve an increase in satisfaction.

    “Taking advantage of the current and expected future market growth, manufacturers are putting in place plans to renovate and expand their service center facilities in order to provide a better experience to their customers and meet their increasing expectations,” said Pean. “Special attention is put on the layout and customer amenities of the waiting lounges, as more than three-fourths of customers stay at the dealership during service. Internet access, for instance, is becoming widely available, as reported by nearly two-thirds of customers.”

    Among the nine brands included in the study, Toyota ranks highest for a fifth consecutive year, achieving a score of 854. Toyota performs particularly well in three of the five factors: service advisor, service facility and vehicle pick-up. Chevrolet (851) improves by 36 index points from 2011 to rank second in 2012. Chevrolet performs particularly well in service initiation and service quality. Honda (849) ranks third.
     
    While satisfaction improves notably year over year, the implementation rate of certain less-essential service standards has decreased. The implementation rates of all relationship measures–activities that monitor personal interactions between service advisors and customers–have declined considerably from 2011. As the proportion of “pleased” customers1 has increased, the proportion of “delighted” customers2 has declined. Fewer than 6 percent of customers say that their service experience was “better than expected”, which is 10 percent points less than in 2011. Similarly, only 39 percent of customers say they “definitely would” recommend their dealer to family or friends this year, down 8 percent points from 2011.

    The proportion of customers who indicate they “definitely would” revisit their service dealer for post-warranty service is nearly twice as high among customers who are “delighted”, compared with customers who are “pleased” and more than 12 times higher than “disappointed” customers3.

    “It is important for authorized service centers to always strive to go the extra mile and give that little extra care that will make customers return for post-warranty service,” said Pean. “Personal interactions, customer focus and attention to detail are essential skills for service advisors to develop in order to delight customers.”

    The 2012 Thailand Customer Service Index (CSI) Study, now in its 13th year, measures the overall satisfaction of vehicle owners who visit 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 3,178 new-vehicle owners who purchased their vehicle between January 2010 and April 2011 and took their vehicle for service to an authorized dealer or service center between July 2011 and April 2012. The study was fielded between January and April 2012.

    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 China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    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; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

    # # #

     
    [1] Customers providing a rating of 8 – 9 on a 10-point scale for overall satisfaction with the entire service experience.
    [2] Customers providing a rating of 10 on a 10-point scale for overall satisfaction with the entire service experience.
    [3] Customers providing a rating of 1 – 5 on a 10 point scale for overall satisfaction with the entire service experience

     

  • 2012 Taiwan Customer Service Index (CSI) Study

    After Sales Satisfaction with Dealership Service Centers in Taiwan Hits a Three-Year Low

    1970-01-01

    jdp-root

    SINGAPORE: 19 September 2012 — Strong growth in new-vehicle sales volumes in Taiwan has contributed to an increased strain on dealership service centers, driving a 9-point decline in after sales satisfaction, according to the JD Power Asia Pacific 2012 Taiwan Customer Service Index (CSI) StudySM released today.

    The Taiwan Customer Service Index (CSI) Study, now in its 15th year, measures satisfaction among vehicle owners who visited their authorized dealership service center for maintenance or repair work during the first 12 to 24 months of ownership. The study measures overall satisfaction with the service experience by examining five factors (listed in order of importance): service quality, service initiation, vehicle pick-up, service advisor and service facility.

    Overall customer satisfaction with authorized dealer service declined to 848 points on a 1,000-point scale. This represents a 9-point decline from 2011, the industry’s greatest decline over the past three years. Satisfaction across the five measures examined has also all decreased from 2011, with service quality registering the largest drop (-14 points).

    “Taiwan has seen a strong growth in new-vehicle sales year over year since 2008, driving service volumes to a new high,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “This poses a major challenge for dealerships to maintain the quality of the service experience.”

    Among the 15 vehicle brands ranked in the study, Lexus ranks highest with a score of 886 points and receives an award for the 14th consecutive year. Lexus also sets the industry benchmark across all five CSI factors, scoring the highest in each factor across brands. Rounding out the top five nameplates are BMW (871), Volvo (865), Volkswagen (858) and Nissan (852).

    “Providing high levels of customer service against the backdrop of higher sales volume is clearly a challenge,” said Nair. “Those brands that can successfully manage this expansion by planning ahead and scaling their operations will be better positioned for growth and thus, stand to benefit from increased customer loyalty and advocacy.”

    The study examines 22 service practices to identify specific actions that dealers can take to increase levels of satisfaction. It has found that returning the vehicle cleaner after service displays the greatest positive impact on customer satisfaction. Customers who report that their cars were returned washed and vacuumed after service had satisfaction scores averaging 27 points higher than customers who did not report receiving this service.

    “Returning the vehicle in a cleaner condition post-service creates a positive impression of the quality of work at the dealership,” said Nair. “It’s the first thing that the customers note upon receiving their cars and certainly has a positive impact on the overall customer perception.”

    Another area that dealers can focus on is in reducing the time needed to hand a vehicle over for service. Customers who are able to hand over their cars within 5 minutes register satisfaction score 26 points above industry average. Customers are extremely time-sensitive in this aspect because when the customer has just to wait for more than 15 minutes to send their vehicle in for service, satisfaction scores dips 18 points below industry average.

    High customer satisfaction with dealer service may help boost the bottom line for both dealers and manufacturers. Among all the “delighted” customers (scores averaging 895 or higher), more than half of the customers “definitely will” recommend the service dealer to friends and relatives. Similar patterns are observed with customer repurchase intent where nearly half of these highly satisfied customers indicate that they are likely to repurchase the same brand.

    The 2012 JD Power Customer Service Index Study is based on responses from 3,015 owners who received their new vehicle between March 2010 and June 2011 and took their vehicle for service to an authorized dealer or service center between September 2011 and June 2012. The study was fielded between March and June 2012.

    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 China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    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; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

    # # #


     

  • 2012 Malaysia Sales Satisfaction Index (SSI) Study

    Lack of Dealer Commitment, Longer Delivery Time Impacts Overall Sales Satisfaction among New-Vehicle Owners in Malaysia

    1970-01-01

    jdp-root

    SINGAPORE: 3 September 2012 — Longer times to complete the sales and delivery process and lack of commitments from dealers on delivery issues have resulted in lower sales satisfaction among those who purchase new vehicles in Malaysia, according to the JD Power Asia Pacific 2012 Malaysia Sales Satisfaction Index (SSI) StudySM released today.

    Now in its 10th year, the study measures new-vehicle owner satisfaction with the sales and delivery experience and examines seven factors that contribute to overall satisfaction. In order of importance, these factors are: delivery process; delivery timing; paperwork; dealer facility; salesperson; deal; and sales initiation. Performance is reported as an index score based on a 1,000-point scale, with a higher overall score indicating greater satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction in Malaysia averages 781 in 2012, a decline of 18 points from 2011.

    While the overall implementation of sales standards has increased across the industry in Malaysia, fewer new-vehicle owners are highly satisfied with their purchase experience in 2012, compared with 2011. Satisfaction has particularly declined among first-time new-vehicle owners.

    The study also finds that the amount of time it took the salesperson to complete the sales transaction and to deliver the vehicle has increased from 2011. The proportion of owners who indicate that vehicle delivery took more than two weeks–after which overall satisfaction decreases below industry average levels–has notably increased to 41 percent in 2012 from 32 percent in 2011.

    “In the context of supply issues and sustained demand for new vehicles, and in a market where first-time buyers constitute the majority of new owners, the ability of dealers to meet expectations with regard to time, and thus to shorten the sales and delivery process, is essential,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore.

    Overall, 18 percent of owners say the salesperson was unable to commit to a specific delivery time, an increase of 7 percentage points year over year. Among owners who were promised a specific delivery date, 25 percent say the delivery time took longer than promised, with an average delay of two weeks. In addition, the study finds that salespersons spent less time at delivery and that 8 percent of the time, the delivery was handled by an employee other than the salesperson with whom the deal was signed.

    “Those who buy a new vehicle expect accurate estimates on delivery times and strong commitments from their salesperson to accompany them closely throughout the sales and delivery process,” said Arora. “They are sensitive to attempts by the salesperson to pressure them into paying more than they wanted for their new vehicle, as well as to also wait longer than they expected for delivery of the vehicle, resulting in weaker performance in both of these metrics in 2012.”

    Among the 10 brands included in the study, Nissan ranks highest with a score of 796. Nissan performs particularly well in four of the seven factors: deal, salesperson, paperwork and delivery timing. Honda (795), Toyota (790), Volkswagen (786) and Proton (783) follow in the rankings, each performing better than the industry average. Honda performs particularly well in the sales initiation, dealer facility and delivery process factors. All makes have declined in overall SSI scores, compared with 2011.

    The study also finds that 48 percent of owners who are “delighted” (providing a rating of 10 on a 10-point scale) with the sales and delivery process say they “definitely will” recommend their purchase dealer. In contrast, only 5 percent of owners who are “disappointed” (a rating between 1 and 5) say the same.

    “As more than two-thirds of new-vehicle owners in Malaysia use advice from their friends and relatives or owners of the same make when shopping for their new vehicle, positive word of mouth is vital for dealers to increase their sales,” said Arora. “Delighting owners during their purchase experience is key to ensuring advocacy for their purchase dealer and vehicle brand.”

    The 2012 Malaysia SSI Study is based on responses from 2,451 new-vehicle owners who purchased their vehicle between August 2011 and April 2012. The study was fielded between February and June 2012.

    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 China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    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; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

    # # #


     

  • 2012 Indonesia Customer Service Index (CSI) Study

    In Indonesia, Strong Growth in Service Volumes Results in Stress on Dealership Networks

    1970-01-01

    jdp-root

    SINGAPORE: 31 August 2012 — Strong growth in the number of customers visiting dealership service centers has strained resources and infrastructure for dealership service providers, according to the JD Power Asia Pacific 2012 Indonesia Customer Service Index (CSI) StudySM released today.

    The study 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 reported as an index score based on a 1,000-point scale.  

    Overall customer satisfaction with the authorized dealer service experience averages 740 points in 2012, a 12-point decline from 2011. Satisfaction is lower across all five factors, with the largest declines in service initiation (-20 points) and service advisor (-14 points).

    “Indonesia has been experiencing strong growth in new-vehicle sales since 2009, resulting in an increasing number of service customers,” said Rajeev Nair, director at JD Power Asia Pacific. “While a strong increase in customer traffic at dealerships affects all aspects of service center operations, the impact is particularly evident in key customer interaction areas, such as service initiation when the customer brings the vehicle in for service, and service advisor.”

    According to the 2012 study, 37 percent of service customers indicate being notified in advance by their dealership that service was due, a decline of 14 percentage points from 2011. The proportion of customers who schedule a service appointment in advance has also declined year over year, to 22 percent in 2012 from a high of 27 percent in 2011.

    “Increasingly, customers need to book a service appointment well in advance of their desired date and time,” said Nair. “In many cases, customers who are either not willing to wait or need to have their vehicle serviced urgently come directly to the dealership without a prior service appointment.  One way we’re seeing the impact this shift is having on customer satisfaction is the fact that the service initiation process now has a larger impact on overall satisfaction with the service experience.”   

    Among the 12 vehicle brands ranked in the study, Mitsubishi ranks highest for a second consecutive year, achieving a score of 750 points. Mitsubishi performs particularly well in four of the five factors: service initiation, service advisor, vehicle pick-up and service quality. Honda ranks second with a score of 748 points and performs particularly well in service facility.

    The study finds a close correlation between customer satisfaction with their authorized dealer service center experience and their future loyalty and advocacy intentions toward the dealer and vehicle brand. Slightly more than one-third (35%) of highly delighted customers (satisfaction scores above 783) say they “definitely would” recommend their service dealer to friends and relatives. This proportion declines to only 22 percent among highly disappointed customers (satisfaction scores below 711). Similarly, 40 percent of highly delighted customers also say they “definitely would” recommend their vehicle brand to their friends and relatives. In contrast, only 23 percent of highly dissatisfied customers say the same.
    “While there are challenges in coping with the increased service volume, it also offers dealerships the opportunity to further strengthen their service business,” said Nair. “Dealerships and brands that are able to capitalize on this opportunity through better capacity planning and utilization, understanding changing customer profiles and expectations, and delivering a delightful service experience to their customers may benefit from increased customer loyalty and advocacy.”

    The 2012 Indonesia Customer Service Index (CSI) Study, now in its 12th year, measures the overall satisfaction of owners who visit an authorized dealer/service center for maintenance or repair work during the first 12 to 24 months of vehicle ownership. This study is based on responses from 3,179 owners who received delivery of their new vehicle between February 2010 and May 2011 and took their vehicle for service to an authorized dealer or service center between August 2011 and May 2012. The study was fielded between February and May 2012.

    The CSI Study is one of three consumer-based benchmark studies that JD Power Asia Pacific conducts in Indonesia. The 2012 Indonesia Sales Satisfaction Index (SSI) Study, which measures satisfaction with the new-vehicle sales and delivery process, will be released in September. The 2012 Indonesia Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners, will be released in November.

    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 China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    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; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

    # # #