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Category: APAC

  • 2013 Philippines Customer Service Index (CSI) Study

    Sales Advisor and Service Initiation Gain Importance in Customer Satisfaction With Vehicle After-Sales Service in the Philippines

    2013-07-31

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    SINGAPORE: 31 July 2013 — Having exceptional service advisors as a first point of contact and solid customer-centric processes for new-vehicle owners during vehicle servicing are becoming increasingly important drivers of customer satisfaction, according to the JD Power Asia Pacific 2013 Philippines Customer Service Index (CSI) StudySM released today.   

    Philippines – Special video interview with James Yalung, Country Rep for Philippines *Must Watch for Automakers and Car Owners!*

    In this video, we tackled the following issues:

    • Introduction to the 2013 Philippines CSI Study

    • Importance of Soft Skills in Customer Service

    • Discussion of the rankings in the study

    • Quantifying the importance of Customer Service for manufacturers and consumers

    Now in its 13th year, the study measures overall satisfaction among 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; service advisor; vehicle pick-up; service initiation; and service facility. The importance weights of the service advisor and service initiation factors have increased from 2012 (22% vs. 13% and 19% vs. 13%, respectively). In addition, service quality increases importance to 40 percent from 25 percent in 2012.

    “When evaluating their experience at dealerships, customers are giving more weight to personal interaction,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore. “Manufacturers and dealerships, therefore, need to focus on communication and soft skills, such as managing customer expectations.”

    Overall satisfaction with authorized dealer customer service in the Philippines is 825 (on a 1,000-point scale) in 2013, improving 4 points from 2012. Among the 11 brands measured in the study, Toyota ranks highest with a score of 832. Toyota performs particularly well in the service advisor and vehicle pick-up factors. Following Toyota in the rankings is Honda, which achieves a score of 831 and performs particularly well in the service facility factor.  

    Satisfaction among customers who indicate their service advisor was familiar with their vehicle’s service history is 826, compared with 802 among customers who indicate otherwise.  

    “Managing customers by having prior knowledge of the work done on their vehicle is a critical first step in the service initiation stage,” said Arora. “This lets customers know that the dealership cares and is prepared before they arrive at the dealership for service.” 

    The study identifies eight relationship measures, or dealer practices, that enhance the service experience of vehicle owners. These measures range from the ability of service advisors in dealing effectively with customers to a dealership’s propensity to stand guarantee the quality of its service. The study finds 69 percent of customers experience all eight relationship measures in 2013—the highest proportion since 2009. Overall satisfaction among customers experiencing all relationship measures is 834. In contrast, satisfaction among customers who experience five measures or fewer is 645.

    Advocacy and loyalty are closely related to satisfaction levels with the overall service performance of a dealer. Nearly 66 percent of highly satisfied customers (service satisfaction scores 877 and above) say they “definitely will” return to the same dealership for post-warranty service. In contrast, 25 percent of highly dissatisfied customers (satisfaction scores 799 and below) indicate the same.

    “Efforts to build positive relationships with customers, supported by the right people and processes, translate into higher levels of satisfaction, which in turn creates a long-term financial impact in terms of the business gained from loyal customers who are willing to return to the dealership for service post-warranty,” said Arora.

    The 2013 Philippines Customer Service Index (CSI) Study is based on responses from 1,834 vehicle owners who purchased their vehicle between February 2011 and May 2012 and took their vehicle for service to an authorized dealer or service center between August 2012 and May 2013. The study was fielded between February 2013 and May 2013.

    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

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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; 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. www.jdpower.com/corporate

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  • 2013 Thailand Customer Service Index (CSI) Study

    Service Initiation Becomes Increasingly Important to the After-Sales Service Experience in Thailand

    2013-07-31

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    BANGKOK: 31 July 2013 — The process of initiating the service experience and handing the vehicle over to the service center staff has become the second-most-important area to overall customer satisfaction with after-sales service at authorized service centers, according to the JD Power Asia Pacific 2013 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.

    The contribution of the service initiation factor to the overall CSI index has increased to 26 percent in 2013  from 12 percent in 2012. Service quality, while remaining the most impactful factor on overall satisfaction, decreases to 29 percent from 42 percent in 2012. 

    “As service quality improves and the traffic at service centers dramatically increases as a result of the market growth, customers are concerned about long queues and have therefore become increasingly interested in the appointment process, dealer’s flexibility to accommodate their schedule and how prompt and thorough the handover process is,” said Loic Pean, senior manager at JD Power Asia Pacific.

    Overall customer satisfaction averages 889 in 2013, a 43-point improvement from 2012. Across the industry, satisfaction has increased year over year in all factors, particularly in service advisor (+48 points) and service quality (+47). Satisfaction scores for all nameplates have also improved, compared with 2012.

    “Despite the growing number of service customers, service centers have improved at attending to customers more promptly, putting them at ease and fully understanding their service needs, ensuring a more efficient service,” said Pean. “On the other hand, cost estimates are provided less often in 2013, and insufficient seating space in the service center waiting area during peak service hours has become an issue. Dealers may be able to avoid this situation and increase satisfaction among their customers by notifying them in advance and encouraging them to come during off-peak hours, particularly on weekdays or later in the morning.” 

    The study also finds that among reasons customers select their service center, vehicle owners are increasingly considering mechanics’ skills, speedy service and the use of original equipment parts, and also positive recommendations from acquaintances and their own past experience.

    “Customers have alternative servicing options, and delivering a superior service experience is starting to pay off for dealerships,” said Pean. “As overall satisfaction with after-sales service dramatically increases, we indeed observe that a much greater number of customers are not only likely to revisit their service center for post-warranty service and recommend it to their friends and family, but are also willing to travel a longer distance to get there.”

    Among the 10 nameplates included in the study, Honda ranks highest in overall customer satisfaction for the first time since the study’s inception in 2000, with an overall CSI score of 902. Honda performs particularly well in service initiation, service advisor and service facility.

    The 2013 Thailand Customer Service Index (CSI) Study, now in its 14th year, measures overall satisfaction among 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 3,463 new-vehicle owners who purchased their vehicle between January 2011 and April 2012 and took their vehicle for service to an authorized dealer or service center between July 2012 and April 2013. The study was fielded between January and April 2013.

    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

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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; 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. www.jdpower.com/corporate

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  • 2013 Taiwan Sales Satisfaction Index (SSI)

    Price Reductions and Incentives Increase Customer Satisfaction with the New-Vehicle Deal

    2013-07-31

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    SINGAPORE: 31 July 2013 — The proportion of new-vehicle buyers who receive discounts, free accessories and a free extended warranty when they purchase their vehicle has increased from 2012, according to the JD Power Asia Pacific 2013 Taiwan Sales Satisfaction Index (SSI) StudySM released today.

    Now in its 15th year, the study examines seven factors that contribute to overall customer satisfaction with the new-vehicle purchase and delivery experience (in order of importance): delivery process; salesperson; delivery timing; sales initiation; deal; paperwork; and dealer facility. 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 890 points in 2013, unchanged from 2012.

    The 2013 study finds that 85 percent of new-vehicle buyers in Taiwan receive a discount on their vehicle’s purchase price. Further, the proportion of buyers who receive free accessories and a free extended warranty from their selling dealer has increased to 38 percent in 2013 from 32 percent in 2012. At the factor level, satisfaction with the deal has increased the most (+12 points) from 2012. 

    “Sales of new vehicles registered a decline during the first half of the year, driven by uncertain economic climate and customers deferring their purchase decision in the expectation of price cuts and government incentives,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “To attract and convince new-vehicle buyers to make a purchase decision, dealers and brands are offering price discounts and incentives, such as free accessories and extended warranties.” 

    The study finds that a thorough vehicle delivery handover may positively impact satisfaction with the overall purchase experience. Overall satisfaction among new-vehicle buyers who indicate the salesperson spent more than 90 minutes with them during the vehicle delivery process is 901, which is 11 points higher than industry average. Satisfaction among buyers who indicate the salesperson spent less than 30 minutes with them during the delivery process is 867, which is 23 points lower than industry average.

    “Customers look forward to receiving delivery of their new vehicle,” said Nair. “The salesperson should allow enough time during the vehicle handover to answer customer questions, explain the warranty and service requirements and introduce them to the service department personnel. The vehicle delivery process allows the salesperson to convey to customers that the dealership values their relationship with them and that their purchase is not just an impersonal transactional interaction.”

    The study finds a close 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 958 or higher), 62 percent say they “definitely will” recommend their purchase dealer to friends and relatives. This declines to only 23 percent among highly dissatisfied customers (SSI scores of 838 or lower). A similar trend holds true for customer recommendation intentions for the vehicle brand they purchased. 

    “Word of mouth recommendations may strongly support dealerships in attracting more new-vehicle shoppers to their showrooms,” said Nair. “The study finds that the opinions of friends and relatives emerge as the most commonly sought-after source of information for 78 percent of shoppers in deciding which make and model to buy.” 

    Among the 12 brands ranked in the 2013 study, Lexus ranks highest in satisfaction for a sixth consecutive year, with an SSI score of 914, up 4 points from 2012. Lexus performs particularly well in sales initiation, dealer facility, paperwork and delivery process. Mercedes-Benz ranks second with a score of 908, with particularly strong performances in the deal and salesperson factors. BMW ranks third with a score of 906.

    The 2013 Taiwan SSI Study is based on responses from 2,420 new-vehicle owners who purchased their vehicle between July 2012 and February 2013. The study was fielded from January through April 2013 and measures new-vehicle owner satisfaction with the sales and delivery experience from authorized dealers in Taiwan. 

    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

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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; 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. www.jdpower.com/corporate

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  • 2013 Malaysia Customer Service Index (CSI) Study

    Malaysia After-Sales Customer Service Standard Improves

    2013-07-31

    jdp-root

    Malaysia – Special video interview with Waran Tharmalingam, Country Head for Malaysia *Must Watch for Automakers and Car Owners!*

    In the video above, we tackled the following issues:

    • Overall Improvement in Customer Service Satisfaction
    • Performance of the Highest Ranked Make
    • Performance of National Makes
    • Recommendations for increasing Customer Satisfaction

    SINGAPORE: 31 July 2013 Implementation of consistent service standards at dealerships has helped improve satisfaction with authorized service centers among new-vehicle owners of most national and non-national brands, according to the JD Power Asia Pacific 2013 Malaysia Customer Service Index (CSI) StudySM released today.

    The study, now in its 11th 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. The study evaluates new-vehicle owner satisfaction with the service experience by examining dealership performance in five factors: service quality (38%); vehicle pick-up (20%); service initiation (14%); service advisor (14%); and service facility (14%). Overall satisfaction averages 758 index points (on a 1,000-point scale) in 2013, an 18-point improvement from 2012.

    The study identifies 22 service standards that enhance the overall customer service experience. On average, authorized service centers implement 17.8 standards per service visit. 

    “While there is room to further improve service standards among the brands, dealerships are doing a good job with the service advisor greeting customers when they arrive; having the vehicle ready when it is originally promised; informing customers when to schedule their next visit; and getting the work done right the first time,” said Rajaswaran Tharmalingam, country head, Malaysia, at JD Power Asia Pacific, Singapore.

    Tharmalingam noted that the gap in service satisfaction between national and non-national brands in Malaysia has steadily narrowed to 23 points in 2013, from 31 points in 2012 and 48 points in 2011. 

    “Although the national and non-national brands are improving overall, dealers still need to improve the implementation rate of service standards among their large networks and customer bases nationwide,” said Tharmalingam.

    Performance in the service advisor and service quality factors has improved from 2012; however, there is room for more improvement. For example, only 85 percent of customers indicate that their service advisor provided helpful advice during their service visit. The study also finds that only 32 percent of customers received follow-up phone calls from their service center after the work was completed.

    “Customers expect their service advisor to make sure they understand the work being done to their vehicle, as well as answer their questions and provide advice, if needed,” said Tharmalingam. “Overall customer satisfaction suffers when their service advisor fails to meet their expectations. It is important for dealerships to make continuous improvements in customer service and create a robust and lasting experience among customers.” 

    Tharmalingam notes that although customers have certain expectations when they take their vehicle in for service, going beyond those expectations and providing an additional service, such as washing the vehicle before returning it, positively impacts customer satisfaction.

    Among the 15 brands included in the 2013 study, BMW ranks highest in overall customer service satisfaction for a third consecutive year, with a score of 817. BMW performs particularly well in all five factors, with a notable improvement in service advisor. Volkswagen (793) ranks second, followed by Honda and Mazda in a tie (786 each). Mitsubishi (765) achieves the highest improvement among all brands, with a 34-point increase. 

    The 2013 study is based on responses from 2,772 new-vehicle owners who purchased their vehicle between February 2011 and May 2012 and took their vehicle for service to an authorized service center between August 2012 and May 2013. The study was fielded between February and May 2013.   

    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

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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; 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. www.jdpower.com/corporate

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  • 2013 Indonesia Sales Satisfaction Index (SSI) Study

    Customers in Indonesia Are Increasingly Using the Internet to Find Vehicle Information during the Shopping Process

    2013-10-01

    jdp-root

    In this video, we tackled the following issues:

    • Chapter one: Using the Internet to Shop for a Vehicle
    • Chapter two: Information gathered from the Internet
    • Chapter three: Importance of Fuel Efficiency to Car Buyers
    • Chapter four: Performance of the Highest Ranked Nameplate

     

    SINGAPORE: 1 October 2013 — New-vehicle buyers in Indonesia are increasingly using the Internet to find information about the makes and models they are considering for purchase before heading to the dealership, according to the JD Power Asia Pacific 2013 Indonesia Sales Satisfaction Index (SSI) StudySM released today.

    Now in its 13th year, the study examines seven factors that contribute to overall new-vehicle buyer satisfaction with the purchase experience. In order of importance, they are: delivery process (31%); delivery timing (13%); deal (12%); dealer facility (12%); paperwork (11%); salesperson (11%); and sales initiation (9%). SSI performance is reported as an index score based on a 1,000-point scale, in which a higher overall SSI score indicates higher satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction averages 781 in 2013, up 8 points from 2012.

    The study finds that 35 percent of new-vehicle shoppers in Indonesia use the Internet to find information about which make and model to purchase before visiting a dealership, up from 25 percent in 2012 and 14 percent in 2011. Overall satisfaction among shoppers who use the Internet during their vehicle-shopping process is 13 points higher than among those who do not use the Internet.

    “An increase in the number of consumers who have Internet access,  together with the popularity of social media, automotive websites and blogs, has made it easier for shoppers to access information about the vehicles they are considering for purchase,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “Brands and dealerships that can best engage consumers from their first online visit and move them to visit the dealership stand to benefit from increased visitor traffic at showrooms.”

    The study also finds that the time taken to complete the paperwork, including purchase contract and financing paperwork, during the new-vehicle purchase process has increased to an average of seven days in 2013 from six days in 2012. The paperwork process takes even longer for buyers who finance their vehicle purchase–nine days in 2013, up from six days in 2012.

    “Tighter vehicle financing rules implemented by Bank Indonesia in 2012 has had an impact on the time required to complete the documentation for loans and getting approval,” said Nair. “This particularly impacts first-time buyers, who may not be so familiar with the loan process.”

    Nearly one-fourth (23%) of first-time buyers indicate that the paperwork process took more than two weeks, while 9 percent of repeat buyers indicate the same.

    “Dealerships and brands need to educate their customers of the financing options available to them and support them during the documentation process in order to increase satisfaction,” said Nair.

    The study finds a close correlation between customer 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 808 or higher), 48 percent say they “definitely will” recommend their purchase dealer to friends and relatives, compared with only 24 percent among highly dissatisfied customers (SSI scores of 750 or lower). A similar trend holds true for customer recommendation intentions for the vehicle brand they purchased.

    “The growing reach of the Internet in Indonesia further increases the importance of word of mouth recommendations,” said Nair. “Satisfied and dissatisfied customers are increasingly communicating about their purchase experience on the Internet. Brands and dealerships that can provide a delightful purchase experience in a consistent manner to their customers may benefit from those customers acting as their advocates across multiple contact channels.”

    Among the 10 brands ranked in the study, Mitsubishi ranks highest in overall sales satisfaction with a score of 792, up 22 points from 2012. Mitsubishi performs particularly well in the sales initiation, dealer facility, deal, paperwork, salesperson and delivery process factors. Daihatsu ranks second with a score of 783. Suzuki, Ford and Toyota tie for the third rank position, each with a score of 780.

    The 2013 Indonesia Sales Satisfaction Index (SSI) Study is based on responses from 2,886 new-vehicle owners who purchased their vehicle between October 2012 and June 2013. The study was fielded between April and August 2013 and measures new-vehicle owner satisfaction with the sales and delivery experience from authorized dealers in Indonesia.

    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

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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; 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. www.jdpower.com/corporate

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  • 2013 Taiwan Customer Service Index (CSI) Study

    Service Cost Estimate and Explanation are Important To the After-Sales Service Experience in Taiwan

    2013-09-30

    jdp-root

    SINGAPORE: 30 September 2013 — Customers in Taiwan expect to receive an initial estimate of the service charges when they drop off their vehicle for service and an explanation of the charges after the service is completed, according to the JD Power Asia Pacific 2013 Taiwan Customer Service Index (CSI) Study SM released today.

    The study, now in its 16th 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 examines five factors to determine overall satisfaction with dealer service (in order of importance): service quality; service initiation; vehicle pick-up; service advisor; and service facility. Dealership service performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction.

    In this video, we tackled the following issues:

    • Chapter one: Drivers of improvements in the industry
    • Chapter two: Impact of staying in Service Centers on Satisfaction scores
    • Chapter three: Performance of the Highest Ranked Nameplate
    • Chapter four: Service Appointment Process

    Overall customer satisfaction averages 873 in 2013, a 25-point improvement from 2012. Across the industry, satisfaction has increased year over year in all factors, particularly in vehicle pick-up, service initiation, service advisor and service facility (+26 points each). Satisfaction scores for all nameplates have also improved, compared with 2012.

    Satisfaction among customers who indicate they received a thorough explanation of cost before the service in the form of a cost estimate and a post-service explanation of the final charges averages 875. In contrast, satisfaction among customers who indicate they received only a cost estimate or a post-service explanation averages 844.

    “Customers are value-conscious and expect the dealership to be accurate and transparent on service costs,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “Dealerships that go the extra mile in assuring customers that they are fair and honest by managing service cost expectations and explaining all of the work performed are well-positioned to build customer trust.”

    The study also finds that 69 percent of customers wait at the service center while their vehicle is being serviced, up from 63 percent in 2012. Satisfaction among customers who wait at the dealership averages 880, which is 23 points higher than among customers who leave the dealership after dropping off their vehicle and return later to pick it up. Customers who wait at the dealership are more satisfied with service advisor and service facility.

    “As service times become shorter, there is a gradual increase in the proportion of customers staying at the dealership during service,” said Nair. “Ensuring that customer lounges are well maintained, and have such amenities as TV, refreshments and Internet access, can strongly support dealerships in making the customers’ stay comfortable. Internet access is becoming widely available, as reported by nearly three-fourths (77 percent) of customers.”

    Satisfaction with dealer service tends to lead to advocacy and loyalty intentions toward their dealership and vehicle brand. Among owners who are highly satisfied with their service experience at the dealership (CSI scores averaging 931 and above), 50 percent say they “definitely would” revisit their service dealer for post-warranty service. In contrast, only 23 percent of less-satisfied owners (CSI scores averaging 828 and below) say the same. Similarly, 46 percent of highly satisfied owners “definitely would” recommend their make to friends and relatives, compared with only 22 percent of those who are less satisfied.

    “With new-vehicle sales flat in 2013, automakers are looking at ways to further strengthen the service side of their business,” said Nair. “The service advisor is the face of the dealership and the brand for customers and plays a critical role in satisfaction.”

    Nair noted that the service advisor’s initiatives to engage customers, paying time and attention to their needs, providing explanations and advice, and keeping them updated of the service progress help customers feel that the dealership values the relationship with them, which in turn contributes to increased loyalty and advocacy.

    Among the 15 nameplates included in the study, Lexus ranks highest in overall customer satisfaction for the 15th consecutive year, with a score of 909. Lexus performs particularly well in all five factors. Following Lexus in the rankings are Mercedes-Benz (903), Audi (897), BMW (894) and Volvo (886).

    The 2013 Taiwan Customer Service Index (CSI) Study is based on responses from 3,118 vehicle owners who received delivery of their new vehicle between March 2011 and June 2012 and took their vehicle for service to an authorized dealer or service center between September 2012 and June 2013. The study was fielded between March and June 2013.

    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

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poorís Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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; 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. www.jdpower.com/corporate

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  • 2013 Indonesia Customer Service Index (CSI) Study

    A Quick Service Turnaround Is Important to the After-Sales Service Experience in Indonesia

    2013-09-02

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    SINGAPORE: 2 September 2013 — Customers in Indonesia are increasingly seeking a quick service experience—from the time they bring their vehicle in for service to the actual service time and to the payment and pick-up process—according to the JD Power Asia Pacific 2013 Indonesia Customer Service Index (CSI) StudySM released today.

    The study, now in its 13th year, measures satisfaction among vehicle owners who visit an authorized dealership service center for maintenance or repair work during the first 12 to 24 months of ownership. The study examines five factors to determine overall satisfaction with dealer service (in order of importance): service quality; service initiation; service facility; vehicle pick-up; and service advisor. Dealership service performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction. 

    Overall customer satisfaction in Indonesia averages 755 points in 2013, which is a 15-point improvement from 2012. Across the industry, satisfaction has increased year over year in all factors, particularly in service initiation (+18 points) and service advisor (+15 points). Satisfaction scores for all nameplates have also improved, compared with 2012. 

    Satisfaction among customers who indicate that their vehicle was serviced within an hour is 19 points higher than among those who indicate that it took four hours or more. Further, satisfaction among customers who are able to complete the documentation and payment process within five minutes is 14 points higher, on average, than among those whose documentation and payment takes 16 minutes or longer. 

    “Apart from the service time, customers have to also spend additional time driving through traffic, both before and after service, increasing the time involved in getting their vehicle serviced,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “Thus, customers appreciate their dealership’s efforts to shorten the service time, informing them promptly when the vehicle is ready and facilitating a quick documentation and pick-up process once their vehicle is ready.” 

    The study finds that satisfaction is higher among customers who are attended to as soon as they arrive at the dealership than among those who have to wait. Nearly one-third (29%) of all customers indicate they have to wait to be attended to when they arrive at the service center, with the proportion being much higher (37%) in such large cities as Jakarta. 

    “Attending to customers promptly upon their arrival at the dealership is an important element in managing customer expectations,” said Nair. “For many customers, taking their vehicle in for service entails taking time away from other daily activities. Customers are looking to start off the service process as quickly as possible once they arrive at the service center, and they appreciate being attended to quickly.” 

    Among the 12 nameplates included in the study, Ford ranks highest in overall customer satisfaction with a score of 772. Ford performs particularly well in service initiation, service facility, vehicle pick-up and service quality. Following Ford in the rankings is Isuzu (764), which performs particularly well in service advisor and vehicle pick-up. 

    “Many automakers have been making improvements, such as increasing service capacity and introducing such programs as express maintenance, which customers clearly appreciate,” said Nair. “However, with the strong growth in vehicle sales during the past few years, dealerships have to consider how they can best balance operational efficiency and continue to delight their customers.” 

    Vehicle owners who are highly satisfied with dealer service tend to have higher levels of advocacy and loyalty intentions toward their dealership and vehicle brand. Among owners who are highly satisfied with their service experience at the dealership (CSI scores averaging 791 and above), 61 percent say they “definitely would” revisit their service dealer for post-warranty service. In contrast, only 41 percent of less-satisfied owners (CSI scores averaging 724 and below) say the same. Similarly, 42 percent of highly satisfied owners say they “definitely would” recommend their make to friends and relatives, compared with just 25 percent of those who are less satisfied. 

    The 2013 Indonesia CSI Study is based on responses from 3,432 vehicle owners who received delivery of their new vehicle between February 2011 and May 2012 and took their vehicle for service to an authorized dealer or service center between August 2012 and May 2013. The study was fielded between February and May 2013. 

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

    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 accessedthrough the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    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; Troy, Mich.; (248) 680-6218; [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. www.jdpower.com/corporate

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  • 2013 Malaysia Sales Satisfaction Index (SSI) Study

    New-Vehicle Buyer Satisfaction with Sales Process in Malaysia Improves, But the Gap in Performance between Domestic and Import Manufacturers Widens

    1970-01-01

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    SINGAPORE: 2 September 2013 — While overall customer satisfaction with the new-vehicle sales process in Malaysia improves in 2013, the gap in satisfaction between domestic and import auto manufacturers has widened, according to the JD Power Asia Pacific 2013 Malaysia Sales Satisfaction Index (SSI) StudySM released today.

    Special Video for Automakers: “Recognizing Excellence, Driving Results!” &nbsp

    In this video, we tackled the following issues:

    • Chapter one: Introduction of the 2013 Malaysia SSI study
    • Chapter two: Performance of the Highest Ranked Make in the study
    • Chapter three: Performance of the Most Improved Make in the study
    • Chapter four: Widening gap of the National and Non-National makes
    Now in its 11th year, the study examines seven factors that contribute to overall customer satisfaction with the new-vehicle purchase experience (in order of importance): delivery process; sales initiation; salesperson; paperwork; delivery timing; dealer facility; and deal. Performance is reported as an index score based on a 1,000-point scale, in which a higher overall score indicates greater satisfaction with the new-vehicle sales and delivery process. 

    Overall sales satisfaction in Malaysia averages 798 in 2013, an increase of 17 points from 2012. Overall satisfaction improves among all factors when compared with 2012, with dealer facility (+25 points) and delivery process (+20) showing the largest improvements. 
    While overall sales satisfaction has improved in 2013, the gap in sales satisfaction between domestic and import manufacturers in Malaysia has widened to 30 points in 2013 from 11 points in 2012. Contributing to the increase in the gap are lower scores year over year in the sales initiation and salesperson factors.
    “Salesperson-centric qualities, such as fulfillment of commitments, focusing attention on the customer, and thoroughness of following up on customer requests, are key areas for improvement,” said Rajaswaran Tharmalingam, Malaysia country head at JD Power Asia Pacific, Singapore.
    The study identifies 19 sales standards that enhance the overall customer sales experience.  When shown the list of 19 sales standards and asked to identify which ones their salesperson followed, 72 percent of new-vehicle buyers in 2013 say their salesperson followed at least 14 standards, an increase from 70 percent in 2012.
    Improvements in overall sales satisfaction in 2013 are also attributed to external factors, such as the stabilization in the supply chain for popular models in the market.
    “Natural disasters such as the Japan tsunami and Thailand floods in 2011 caused inventory shortages in 2012, which affected deliveries and customer satisfaction,” said Tharmalingam. 
    Tharmalingam also notes that guidelines by Malaysia’s Bank Negara that made it more difficult to obtain a vehicle loan in 2012 have eased somewhat in 2013, making credit more available to new-vehicle buyers in Malaysia. 
    “Automakers need to be aware of, and take into consideration, the influence of external factors so that they are able to better position themselves to manage new-vehicle buyer expectations,” said Tharmalingam.
    The study finds that the salesperson should have adequate product knowledge, including such sales promotion information as discounts, to help make the process more enriching for new-vehicle buyers.  While 69 percent of buyers knew exactly the model they wanted before they visited the showroom, 23 percent say the salesperson’s knowledge regarding vehicles was either disappointing or indifferent. 
    “Continuous product training for the sales team helps ensure they achieve a meaningful discussion with product-savvy new-vehicle buyers,” said Tharmalingam.  “Exceeding buyer expectations creates a notably positive experience.  Following up with buyers after the sale goes a long way to improving satisfaction.”
    Presently, only 67 percent of buyers are contacted after delivery of their new vehicle to ensure they are satisfied. 
    Among the 12 brands included in the 2013 study, Toyota ranks highest with a score of 826. Toyota improves across all factors, with the largest year-over-year improvements in salesperson, deal, paperwork and dealer facility. 
    Nissan ranks second with 823 points, followed by Suzuki (821), Mazda (813) and Ford (812).  Suzuki is the most-improved brand with a 61-point increase in overall score from 2012.
    The 2013 Malaysia SSI Study is based on responses from 2,622 new-vehicle buyers who purchased their vehicle between August 2012 and April 2013. The study, which measures new-vehicle owner satisfaction with the sales and delivery experience at authorized dealers in Malaysia, was fielded between February and June 2013.
     

    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 accessedthrough the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available atwww.mhfi.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; 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.www.jdpower.com/corporate

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  • 2013 Thailand Sales Satisfaction Index (SSI) Study

    New-Vehicle Buyers in Thailand Are Doing More Preliminary Research Prior to Visiting Dealer Showrooms

    2013-08-30

    jdp-root

    BANGKOK: 30 August 2013 — New-vehicle buyers in Thailand are increasingly using multiple sources to gather information prior to visiting dealer showrooms and making their purchase decisions, according to the JD Power Asia Pacific 2013 Thailand Sales Satisfaction Index (SSI) StudySM released today. 

    Now in its 14th year, the study examines seven factors that contribute to overall customer satisfaction with their new-vehicle purchase experience (in order of importance): delivery process; salesperson; dealer facility; sales initiation; paperwork; delivery timing; and deal. Sales 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 process. 

    The study finds that new-vehicle shoppers, on average, are using 3 sources to gather information before they visit a dealership, up from 2.5 sources in 2012. Among information sources shoppers use are television, friends and relatives and the Internet. In particular, Internet usage is rapidly growing, reaching 45 percent among new-vehicle shoppers in 2013, up from 33 percent in 2012. 

    A growing proportion (83%) of new-vehicle shoppers has already decided on their desired vehicle prior to visiting the dealership, compared with 2012 (79%). In addition, 79 percent of shoppers do not consider any models other than the one they decided upon before visiting the dealer. 

    “New-vehicle buyers in Thailand are becoming more aware and knowledgeable before their purchase, which is necessary as the number of models and options, demand and competition increase,” said Loic Pean, senior manager at JD Power Asia Pacific, Singapore. “With an increased proportion of first-time buyers, who typically are younger and more educated, we’re finding that they do their homework in order to be more comfortable and efficient in their discussions with sales advisors once in the showroom.” 

    Overall sales satisfaction averages 904 in 2013, a four-point improvement from 2012. Sales satisfaction has improved from 2012 in all factors, with the exception of salesperson and paperwork. Ratings of salespeople on courtesy and friendliness, patience—allowing customer sufficient time before deciding on their vehicle—and appropriateness of sales pressures have notably declined.

    “Salespeople are starting to put uncomfortable pressure on customers again, reversing a trend observed during the past several years,” said Pean. “Likely feeling more confident due to the high demand for new vehicles, sales advisors’ attention to their customers is decreasing, and they are perceived as more aggressive in trying to persuade customers to buy immediately, pay more or select a vehicle without the exact options the customer wants.” 

    The study also finds that adherence to a comprehensive and consistent implementation of 19 sales standards among salespersons has a direct relationship with customers’ positive recommendations of the dealership. When shown the list of 19 sales standards and asked to identify which ones the salesperson followed, 83 percent of customers who checked at least 17 of the 19 also say that they “definitely will” recommend their purchase dealer to friends, family or acquaintances. Among customers who checked 10 or fewer standards, only 47 percent indicate the same advocacy for their dealer. 

    “Dealer principals and managers should actively monitor the sales experience and follow up with their customers after purchase to make sure they’re satisfied with their sales experience,” said Pean. “A satisfied customer is a loyal customer, as well as one who will help promote the dealer to others.”
    Among the nine brands ranked in the study, Toyota ranks highest in sales satisfaction for a second consecutive year, with an SSI score of 915. Toyota also posts the largest year-over-year improvement (+10 points). Toyota performs particularly well in all seven factors. Isuzu and Mazda rank second in a tie at 904 each. 

    The 2013 Thailand SSI Study is based on responses from 3,612 new-vehicle owners who purchased their vehicle between August 2012 and March 2013. The study was fielded between February and May 2013.

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

    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 japan.jdpower.com. Media email contact: [email protected]

    About JD Power

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    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; Troy, Mich.; (248) 680-6218; [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. www.jdpower.com/corporate

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  • 2013 Philippines Sales Satisfaction Index (SSI)

    Overall New-Vehicle Sales Satisfaction in the Philippines Declines after Two Consecutive Years of Improvement

    2013-08-30

    jdp-root

    SINGAPORE: 30 August 2013 — Despite strong first half improvements in new-vehicle sales in the Philippines, overall satisfaction with the new-vehicle purchase experience has declined in 2013, according to the JD Power Asia Pacific 2013 Philippines 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 purchase experience. In order of importance, they are delivery process; delivery timing; salesperson; paperwork; deal; sales initiation; and dealer facility. SSI performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction.

    Overall sales satisfaction averages 846 in 2013, down nine points from 2012. The decline in satisfaction is driven by lower scores across all factors, most notably in salesperson.

    “Managing the expectations of new-vehicle buyers is a crucial aspect of the salesperson’s responsibility at dealerships, and this is where the communication and following through on commitments hold the greatest value in sales satisfaction,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore. “Fewer customers in 2013 have been informed about the delivery timing of their vehicle, which impacts the proportion of customers who are delighted with their salesperson’s level of commitment.”

    The study finds that 76 percent of new-vehicle buyers finance their new-vehicle purchase through a loan, an increase of 5 percent from 2012. However, a salesperson’s initiative in offering a loan to buyers has significantly declined, as the proportion of new-vehicle buyers who are offered a loan declines to 79 percent in 2013 from 90 percent in 2012. Additionally, among buyers who use a dealer-arranged loan in the purchase of their new vehicle, 69 percent choose an independent financial provider themselves, a significant increase from 44 percent in 2012. Satisfaction scores among these customers is 17 points lower than among those who obtain a loan through the vehicle make’s finance provider and 40 points lower than among those who finance through a provider endorsed by the dealership.

    “As the Philippines has experienced a growth in credit during the past years, banks have been very aggressive in their auto loan offerings in the market,” said Arora. “The convenience of applying online, the speed of having a loan approved, low interest rates, and such other perks as the issuance of credit cards, are among the items that attract would-be buyers to finance their purchase of a new vehicle through a financial provider of their choice.”

    Arora suggested that dealerships and manufacturers have to adapt quickly to the changing preferences of customers and encourage them to use captive finance providers for which satisfaction scores are highest.

    The study also finds that customer satisfaction with the overall purchase experience has a strong impact on their loyalty to the dealer. Approximately 51 percent of “delighted” customers (those providing a rating of 10 on a 10-point scale) say they “definitely would” have their vehicle serviced at the purchase dealer, compared with zero percent of “disappointed” customers (those providing a rating of 5 or less).

    “In a market where word of mouth is a critical source of information for new-vehicle buyers, dealerships and manufacturers must not lose focus on delivering exceptional service, which begins during the sales process,” said Arora. “Doing so encourages favorable recommendations that, in turn, promote repeat business.”

    Among the 10 brands ranked in the study, Ford ranks highest with an overall score of 855. Ford performs particularly well in five factors: delivery process; delivery timing; paperwork; deal; and dealer facility. Nissan and Toyota rank second, in a tie, with a score of 849 each. Hyundai ranks third at 847 and performs particularly well in the deal and sales initiation factors. 

    The 2013 Philippines SSI Study is based on responses from 1,573 new-vehicle owners who purchased their vehicles between August 2012 and April 2013. The study was fielded from February to June 2013.

    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, Australia, 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

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    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. www.jdpower.com/corporate

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