Category: APAC

Service Initiation Process Weakest Link in Customer Service Experience, JD Power Finds

2019-01-28

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SINGAPORE: 29 Jan. 2019 — As car ownership in Vietnam continues to rise and a higher volume of customers visit the service centre, expectations of the overall service initiation process have increased, according to the JD Power 2018 Vietnam Customer Service Index (CSI) Study,^SM released today.

As was the case in 2017, service initiation in 2018 has the lowest satisfaction score among all five factors contributing to overall service experience satisfaction. Although more customers are making service appointments in advance (90% in 2018 vs. 66% in 2017), the study finds that in 2018, less customers were ‘delighted’ with the ease of scheduling their service visit (12% vs. 16%, respectively) and a higher proportion of customers were required to wait for 3 days or more between booking the appointment and the actual service date (38% vs. 28%, respectively).

“With an increasing number of car owners booking their services via website or mobile apps, there are now higher expectations from customers for a higher standard of online service booking platform,” said Siros Satrabhaya, Regional Director, Automotive Practice at JD Power. “It is vital that dealers ensure a seamless customer journey from the point of initiation online to the actual service premises. Customers are increasingly sensitive to waiting time and with more service delays being experienced, dealers need to focus on dealership productivity by addressing the growing service volume and responsiveness of service advisors.”

The study finds that customers who had to wait to speak to a service advisor are less satisfied than those who were approached by their advisor immediately upon arrival at the service centre (773 vs. 838, respectively). Furthermore, while customers reported a shorter average handover time at the service center than in 2017 (22 minutes vs. 29 minutes, respectively), customers whose vehicle handover lasted only 10 minutes or less were more satisfied than those had to wait for longer than 10 minutes (846 vs. 820, respectively).

The following are additional key findings of the study:

• Satisfaction is higher when scheduling on digital platform: Although only a small proportion of customers made service appointments through digital platforms (3% on manufacturer’s applications and 6% on manufacturer’s website), these customers are more satisfied compared to those who made an appointment through offline channels, such as calling directly or sending a SMS message (858 vs. 824, respectively). However, for future service visits, 27% of customers would prefer to make appointments on the manufacturer’s website (10%) and app (17%).
• Service advisor communication about service time needs improvement: The proportion of customers who were informed when their vehicles would be ready declined in 2018 to 88% from 96% in 2017. Of these customers, only 81% mentioned that the service advisor kept them updated on the service status of their vehicle compared with 93% in 2017.
• More customers stay at the service center during the service visit: Nearly two-thirds (66%) of customers stay at the dealership during the vehicle service compared to 55% in 2017. Satisfaction for these customers is much higher compared to those who left the service center and returned later (832 vs. 804 points, respectively).
• Excellence in customer service experience enhances likelihood to promote brand: The Net Promoter Score® (NPS)^[1] measures customers’ likelihood to recommend their vehicle make on a 0-10 scale. The NPS overall score in this year’s study is 50. Promoters (customers who provide a rating of 9-10 points on the likelihood that they will recommend the vehicle brand) reported a CSI score of 868 points, compared with 667 points reported by detractors (those who provide a rating of 0-6 points on their likelihood to recommend the brand).

Study Rankings

Among the eight brands ranked in the study, Toyota ranks highest for the third consecutive year, with a CSI score of 837 points. Toyota performs particularly well on service facility and service quality.

The 2018 Vietnam Customer Service Index (CSI) Study measures overall satisfaction among vehicle owners who visited an authorized dealer/ service centre for maintenance or repair work during the first 12 to 60 months of ownership. This study is based on responses from 1,295 new-vehicle owners who took their vehicle for service to an authorized dealer or service centre between June 2017 and December 2018. The study was fielded online between June and December 2018.

Now in its 10th year, the study measures new-vehicle owner satisfaction with the after-sales service experience by examining dealership performance in five factors (in order of importance): service quality (24%); service initiation (21%); vehicle pickup (20%); service advisor (18%); and service facility (17%).

The 2018 study for the first time includes the Net Promoter Score® (NPS), which measures customers’ likelihood to recommend both their vehicle make and model on a 0-10 scale.

About JD Power in the Asia Pacific Region

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

 

Clear Explanation of Vehicle Features Enhances Shopping Experience, JD Power Finds

2018-10-25

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SINGAPORE: 25 Oct. 2018 — With increasingly advanced and high-tech features now available in new vehicle models, customers are relying more on their sales consultant to demonstrate such features during the shopping and delivery process, according to the JD Power 2018 Indonesia Sales Satisfaction Index (Mass Market) Study,SM released today.

The satisfaction of customers who received a comprehensive explanation of the features/ benefits of the vehicle during both the shopping and delivery process (55%) is higher compared to those that did not receive explanations on both these occasions (827 vs. 787, respectively, on a 1,000-point scale).

The study also finds that 61% of customers received a demonstration of how to operate the features of their new vehicle during the delivery process, resulting in a far higher level of satisfaction, compared with the 39% of customers who did not receive any explanation (826 vs. 780, respectively).

“Vehicle buyers in Indonesia appreciate guidance on their new purchase, especially in relation to features that are new to the market,” said Srabani Bandyopadhyay, Country Manager for Indonesia, JD Power. “Salespersons who use digital tools to demonstrate such features help to further engage customers with the product and enhance the overall sales experience.”

The study also finds that the key influencers of the purchase decision are friends/ relatives (61%); auto shows (56%); displays at shopping malls/ shopping centres (46%); price guides (32%); and dealer owner/ salesperson recommendation (31%).

The following are additional key findings of the study:

• Problems experienced during shopping experience: Nearly one-third of customers (29%) experienced one or more problems during their purchase experience. Satisfaction is lower among these customers than among those who did not experience any problems (792 vs. 816, respectively). The most commonly cited problems are having to return to the dealer to fix issues with paperwork (18%) and dealer staff attempting to add unwanted items to the overall package (16%).

• Internet usage during the shopping experience: Satisfaction is higher among buyers who used the internet to shop for their vehicle than among those who did not—underscoring the importance for brands to offer compelling, user-friendly and informative websites (812 vs. 804, respectively).

• Repeat buyers are better informed: Three-fourths (75%) of repeat buyers researched their future vehicle purchase online, compared with 52% of first-time buyers who did the same. Nearly three-fourths (70%) of repeat buyers also compare prices from different dealership before purchasing a vehicle compared to 41% of first-time buyers.

Study Rankings
Daihatsu ranks highest in sales satisfaction with a score of 818. Datsun ranks second with 812, and Honda and Suzuki aretied in third position with 811.

The 2018 Indonesia Sales Satisfaction Index (Mass Market) Study is a comprehensive analysis of the new-vehicle purchase and delivery experiences. The study is based on responses from 2,665 new-vehicle owners who purchased their vehicle between August 2017 and July 2018 and was fielded between February and September 2018.

Now in its 18th year, the study has been entirely redesigned and now examines five factors that contribute to overall customer satisfaction with their new-vehicle purchase experience in the mass market segment. In order of importance, those factors are dealer sales consultant (23%); dealership facility (23%); working out the deal (19%); delivery process (19%); and paperwork completion (16%).

The study now also includes the Net Promoter Score® (NPS),[1] which measures buyers’ likelihood to recommend their vehicle make on a 0-10 scale.

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com.

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

 

New-Vehicle Owners Increasingly Experience Design-Related Problems, JD Power Finds

2018-10-30

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SINGAPORE: 31 Oct. 2018 — Nearly half of all problems experienced by new-vehicle owners in Malaysia are design-related, according to the JD Power 2018 Malaysia Initial Quality Study^SM (IQS), released today.  

The study finds that 43% of all problems experienced in the first 2-6 months of ownership are related to aspects of the vehicle’s design; in particular, audio, communication, entertainment and navigation (ACEN) and heating, ventilation and air conditioning (HVAC) systems—as opposed to manufacturing defects. Some of the problems owners report with their vehicle relate to the driver interface, including issues with Bluetooth-pairing and connectivity with different brands of mobile phones, media device ports and navigation systems, among others.

The overall initial quality for the industry averages 89 problems per 100 vehicles (PP100). While problems related to manufacturing quality continue to encompass most of the problems owners experience (48 PP100), design-related issues (39 PP100) have increased over the last 5 years.

“As manufacturers invest in new product development, they need to ensure that the design and functionality, especially of elements related to human-machine interface, is intuitive and easy to reach and operate,” said Shantanu Majumdar, Regional Director, Automotive Practice at JD Power. “Furthermore, as vehicles increasingly come fitted with technologically advanced features, it is important for dealerships to demonstrate the operation of such features during new-vehicle delivery.”

The following are additional key findings of the study:

• Vehicle problems with national vs. Japanese brands: Car owners of the two national brands report a higher problem count, on average than owners of Japanese brands (103 PP100 vs. 75 PP100, respectively). Owners of national brands who have driven over 5,000 kilometers on their vehicle report more problems than owners of Japanese brands (128 PP100 vs. 78 PP100, respectively). 
• Most cited problems: Among the top five problems reported, four are design-related problems.Excessive wind noise is the most cited problem (7.6 PP100), followed by excessive road noise (4.1 PP100) and the radio having poor/ no reception (3.1 PP100).
• Younger car owners report more problems: Customers who are 29 years or younger report more problems than those who are 30 years or older (101 PP100 vs. 79 PP100, respectively). Younger car owners report more problems in the audio/ communication/ entertainment/ navigation (ACEN), exterior and engine/ transmission categories.
• Quality and loyalty enhanced when no problems cited: New-vehicle owners who indicate they have not experienced any problems with their vehicle demonstrate higher loyalty, with 24% saying they “definitely will” repurchase the same make. This percentage decreases to 16% for owners who experience three or more problems.

Study Rankings

The Toyota Vios (76 PP100) ranks highest in the entry midsize segment. The Honda CR-V (48 PP100) ranks highest in the SUV segment and the Isuzu D-Max (44 PP100) ranks highest in the pickup segment.

The 2018 Malaysia Initial Quality Study (IQS) is based on responses from 2,776 new-vehicle owners who purchased their vehicle between September 2017 and July 2018. The study includes 55 passenger car, pickup and utility vehicle models of 13 brands. The study was fielded between March and September 2018.

Now in its 16th year, the study serves as the industry benchmark for new-vehicle quality by examining problems experienced by new-vehicle owners within the first 2-6 months of ownership in two distinct categories: design-related problems and defects and malfunctions. The study includes specific diagnostic questions around eight problem categories: exterior; driving experience; features/ controls/ displays; audio/ communication/ entertainment/ navigation; seats; heating/ ventilation/ air conditioning; interior; and engine/ transmission. The overall initial quality score is determined by problems reported per 100 vehicles (PP100), with a lower number of problems indicating higher quality. 

The study now also includes Net Promoter Score® (NPS),^[1] which measures customers’ likelihood to recommend their vehicle model and brand on a 0-10 scale.

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected] 

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com. 

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

 

Singapore Cardholders Less Satisfied with Credit Card Reward Programmes, JD Power Finds

2018-11-07

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SINGAPORE: 8 Nov. 2018 — Overall satisfaction with credit card issuers in Singapore has fallen this year, which coincides with a drop in satisfaction with issuers’ reward programmes, according to the JD Power 2018 Singapore Credit Card Satisfaction Study,SM released today.

Following a 30-point improvement between 2017 (727, on a 1,000-point scale) and 2016 (697), satisfaction with issuers has now fallen by 9 points this year to 718. Despite the decrease in satisfaction in rewards’ programmes (716 in 2018 vs. 725 in 2017), their attractiveness is still key, given that 66% of cardholders choose their primary card based on the rewards offered.

“It has been a relatively quiet year in terms of new cards and richer rewards programmes being introduced in the market,” said Anthony Chiam, Regional Practice Leader, Financial Services at JD Power. “This drop in satisfaction shows that cardholders are not only hungry for more rewards, but also that issuers competing on rewards alone is a never-ending battle, and this is not financially sustainable in the long term. To compete and differentiate in the market place, issuers need to go back to the basics, listen to their cardholders and invest in making the customer journey frictionless.”    

The study also finds that against the rise of digital banking and a consumer preference for mobile convenience, Singapore is witnessing a slower growth in credit card mobile app uptake rates. This year, mobile app usage has grown by 8 percentage points (55% in 2018 vs. 47% in 2017), whereas the increase was almost double that from 2016 to 2017 (18 percentage points). 

Unexpectedly, the usage rates of non-digital channels have risen this year despite card issuers’ gradual shift toward a digital-first strategy. Slightly more than half (51%) of cardholders use call centres, while 36% use automated phone assistance, both increasing from 2017 (6% and 5%, respectively).

Perhaps more worryingly for card issuers, satisfaction levels across all three channels have fallen, with the largest decline in automated phone assistance (-33 points), followed by mobile apps (-25) and call centres (-4).

Following are additional key findings of the study:

• Attractiveness of non-bank card issuers: Nearly half of cardholders (44%) in Singapore indicate that they are willing to apply for credit cards with non-bank companies, with rewards and benefits offered continuing to be a key deciding factor.
• Need for more transparency as credit card terms continue to confuse: Nearly 9 in 10 (86%) customers lack a complete understanding of their credit card terms. Legal and regulatory language is the primary driver of this confusion, with 58% of customers saying they “do not” understand the terms.
• Installment services encourage responsible borrowing: The study finds that installment services are popular, especially for cardholders who need to borrow for large purchases (67%) and travel (31%). 

Study Rankings
American Express ranks highest in credit card satisfaction for the fourth consecutive year, with an overall score of 764, emerging as the top performer in four of the six factors. DBS ranks second with a score of 724, and Citibank ranks third with a score of 723.

The 2018 Singapore Credit Card Satisfaction Study examines customer satisfaction with the products and services provided by their main financial institution. The study measures overall satisfaction in six key factors (in order of importance): customer interaction (29%); rewards (18%); benefits and services (17%); credit card terms (16%); communication (16%); and key moments (4%).

The study is based on responses from 2,900 credit card customers. Coverage includes 10 major credit card issuers in the market, eight of which are rank-eligible, with satisfaction scores based on the customer’s primary card used. The study was fielded in September and October 2018.

The study now also includes the Net Promoter Score® (NPS),[1] which measures cardholders’ likelihood to recommend their card issuer on a 0-10 scale.

Media Relations Contacts
Aisling Carty; JD Power; Singapore; 65-6733 8980; [email protected]
Geno Effler; JD Power; Costa Mesa, California, USA; 001-714-621-6224; [email protected]

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com.

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

 

Communication and Convenience Key to Enhancing Luxury Automotive After-Sales Satisfaction, JD Power Finds 

2018-10-15

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SYDNEY: 16 Oct. 2018 — Luxury automotive service dealers in Australia continue to deliver a high standard of customer service, with the overall average satisfaction score for luxury brands still higher than that for mass market brands, according to the JD Power 2018 Australia Customer Service Index (Luxury) Study,^SM released today.

From this year, the importance weights of the five after-sales service factors used to measure overall service customer satisfaction have changed. Notably, the service initiation and service quality factors, which reflect communication and convenience, both show an increase in importance from last year (5% and 2%, respectively).

One of the drivers of increased customer satisfaction focuses on the communication from dealer personnel to the customer directly through phone calls during the service process. Although nearly 40% of customers received calls from dealer staff, 52% of customers indicate they would have liked to have been contacted via this communication method.

“Customers have confirmed that open and honest communication throughout the entire service process promotes a transparent relationship with their dealer,” said Bruce Chellingworth, Director and Country Manager, Australia. “This, in turn, leads to an enhanced customer experience and drives the promotion of the brand and dealership.”

In addition to better communication outreach from dealers, the convenience of servicing a vehicle also has an impact on customer satisfaction—for example, of the customers who were offered an “express service” of their vehicle (30%) from the dealer, 68% chose this service. Satisfaction among these customers is 30 points higher (on a 1,000-point scale) than among those who were not offered the same service (849 vs. 818, respectively).

Following are additional findings of the study:

• Majority of customers find servicing costs reasonable: While the servicing of a vehicle is a standard requirement to maintain a trouble-free driving experience, 76% of customers indicate the cost was reasonable and 71% say they were provided with a detailed estimate prior to work commencing on their vehicle.
• High overall rating of quality of work performed on vehicle: Only 3% of customers say they were disappointed with their service experience at the dealership. A clear majority (87%) of customers say they were pleased or delighted with the quality of the service performed during the last service.
• Service advisor interaction crucial: Overall satisfaction among customers who were greeted by their service advisor is 37 points higher than among those who were not (835 vs. 798, respectively), which clearly highlights the importance of this interaction for customers. Service advisor knowledge also plays a key role in supporting a customer’s expectations. Among customers who say their service advisor had a positive level of technical knowledge, satisfaction is nearly 100 points higher than among those who say their advisor’s technical knowledge was lacking (831 vs. 741, respectively).

Study Rankings
Mercedes-Benz ranks highest among the luxury brands, with an overall score of 831. Mercedes-Benz performs well across four of the five factors; service advisor, service facility, service quality and vehicle pick-up. Audi ranks second with a score of 830, and BMW ranks third with a score of 806.

The 2018 Australia Customer Service Index (Luxury) Study measures overall customer satisfaction with their vehicle service experience at an authorised service centre by examining five factors; service quality; service initiation; vehicle pick-up; service advisor; and service facility.

Now in its fourth year, the study is based on responses from 511 luxury vehicle owners who purchased their new vehicle from March 2013 through August 2018 and took their vehicle for service to an authorised dealership service centre from March 2017 through August 2018. The study was fielded from March through August 2018.

The study now also includes the Net Promoter Score® (NPS),^[1] which measures customers’ likelihood to recommend their vehicle make on a 0-10 scale.

Media Relations Contacts
Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]
Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

About JD Power in the Asia Pacific Region
JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com.

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

 

Surge in Car Buyers in Malaysia Turning to Online Channels for Deals and Vehicle Information, JD Power Finds 

2018-10-16

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SINGAPORE: 17 Oct. 2018 — An increasing number of vehicle buyers are relying on online sources, such as manufacturers’/ third-party websites and dealers’ social media pages, in order to gather information on vehicle specifications and dealership offers, according to the JD Power 2018 Malaysia Sales Satisfaction Index (Mass Market) Study,^SM released today.  

The study finds that 59% of buyers primarily research online for information such as the price of the vehicle and its features and specifications. These buyers are also more likely to contact the dealership prior to visiting it to cross-check the online information than those who did not research online (78% vs. 59%, respectively). Additionally, more than twice the number of buyers who used the internet also compared prices from different dealerships, compared with those who did not research online (57% vs. 26%, respectively).

“Car buyers in Malaysia, especially younger buyers, are increasingly concerned about the cost of owning a vehicle and are turning to online channels to aid in their research on the best available deals,” said Muhammad Asyraf Bin Mustafar, Country Head of Malaysia at JD Power. “Brands that can offer a competitive pricing model through flexible financing options, better fuel economy, customized maintenance packages and higher residual values are likely to attract more customers. Similarly, it is important that brands can match their product offerings with their customers’ purchase reasons.”

At the mass market level, financial considerations are cited as the most influential reasons for purchasing a vehicle (46%), with these considerations affecting the purchase decision of buyers who are 29 years and younger more than those who are 45 years and older (57% vs. 35%, respectively). Furthermore, younger buyers are less style-driven than older buyers (14% vs. 25%, respectively) when purchasing their vehicle.

The following are additional key findings of the study:

• Engaging buyers with digital devices improves satisfaction: Satisfaction is higher among buyers who experienced sales consultants using digital devices (71%)—such as tablets, smartphones and touchscreen monitors/ kiosks—than among those who did not experience the same (796 vs. 753, respectively, on a 1,000-point scale).
• Thorough explanation of vehicle features enhances the customer experience: Buyers expect a thorough explanation of features such as Bluetooth, navigation and communication systems when the vehicle is delivered and are more satisfied when dealership staff do so, compared with those who do not receive such explanations (812 vs. 764, respectively). Additionally, 48% of buyers indicate they received follow-up explanations of features, with satisfaction higher among these buyers than among those who did not receive the same (809 vs. 761, respectively).
• Closing the deal: Overall satisfaction is higher when the sales consultant has the autonomy to agree to the terms of the deal, compared to when the consultant requires permission from their supervisor (793 vs. 774, respectively).

Study Rankings
Nissan ranks highest in sales satisfaction with a score of 812. Isuzu ranks second with 797, and Honda ranks third with 795.

The 2018 Malaysia Sales Satisfaction Index (Mass Market) Study is a comprehensive analysis of the new-vehicle purchase and delivery experience. The study is based on responses from 2,477 new-vehicle owners who purchased their vehicle between September 2017 and May 2018 and was fielded between Mar and August 2018.

Now in its 16th year, the study has been entirely redesigned and now examines six factors that contribute to overall customer satisfaction with their new-vehicle purchase experience in the mass market segment. In order of importance, those factors are dealer sales consultant (26%); dealership facility (25%); delivery process (19%); working out the deal (14%); paperwork completion (14%); and dealership website (2%).

The study now also includes the Net Promoter Score® (NPS),^[1] which measures buyers’ likelihood to recommend their vehicle make on a 0-10 scale.

Media Relations Contacts
Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]
Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

About JD Power in the Asia Pacific Region
JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com.

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

 

Use of Digital Devices by Sales Consultants Enhances Customer Satisfaction, JD Power Finds

2018-10-22

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BANGKOK:24 Oct. 2018 — The use of digital tablet devices during the sales process is one of the key drivers of customer satisfaction, particularly when used to demonstrate vehicle features and to assist the customer with their purchase decision, according to the JD Power 2018 Thailand Sales Satisfaction Index (SSI) Study,^SM released today.

Slightly more than one-third (34%) of customers say their sales consultant used a tablet device as part of their sales conversation, with 67% of this group saying the tablet was used to display the price or payment information. Satisfaction is higher among customers whose sales consultant used a tablet device than among those whose consultant used another device (866 vs. 840, respectively, on a 1,000-point scale), such as the dealer staff’s smartphone, the customer’s smartphone or touch-screen monitor/ kiosk. The study finds that satisfaction is particularly enhanced when the tablet is used to demonstrate the vehicle’s features to assist with the purchase decision (858) or to display the price or payment information (854).

“Digital tools, such as tablets, can improve both the customer experience and the efficiency of the sales process,” said Siros Satrabhaya, Regional Director for Thailand at JD Power. “In the near future, it is likely that tablets will be a tool used by every sales consultant, particularly for building and capturing the customer profile, presenting personalized products and features and displaying the deal and finance package. Most importantly, they will also help the customer select the right vehicle for their specific needs. The combination of high tech tools and high touch customer service will likely move the customer experience to the next level.”

The study also finds that satisfaction is higher among customers whose sales consultant used digital devices on which the dealership’s or brand’s digital app was installed (30%) than among those whose consultant used tablet devices with other methods (864 vs. 836, respectively), such as the dealership’s or vehicle brand’s website.

Following are additional key findings of the study:

• Offering test drive to customers during showroom visit is key: Satisfaction among customers who were offered a test drive is higher than among those who were not offered the same (857 vs. 810, respectively). The study finds that 92% of customers were offered a test drive, with 61% of customers having taken the test drive. Among customers who did not avail themselves of the offer, 34% did not want or need to take the vehicle for a test drive.

• Customers researching vehicles online does not increase satisfaction: Satisfaction is lower among customers who used the internet to browse for a new vehicle than among those who did not use the internet (842 vs. 862, respectively). By researching vehicles online in advance of visiting a dealership, these customers are better informed before making a purchase decision and thus have higher expectations.  Customers who used the internet were primarily focused on researching the vehicle price (69%); sales promotions or schemes (59%); vehicle brochures/ pictures (55%); reviews/ blogs by users or experts (47%); and vehicle features or accessories (46%).
• Word of mouth from friends/ relatives and other owners impact purchase decision: Two of the top sources customers looked for as part of their purchase decision are information from friends/ relatives (57%) and owners of the same vehicle brand (32%). With respect to selecting a dealership, the primary influences are recommendations from a friend/ relative (60%), dealership location (54%) and dealership facility appearance (30%).

Study Rankings
Toyota ranks highest in sales satisfaction with an overall satisfaction score of 860 and performs well in three of the six factors: dealership facility; working out the deal; and paperwork completion. Chevrolet ranks second with a score of 858, and Isuzu ranks third with a score of 853.

The 2018 Thailand Sales Satisfaction Index (SSI) Study measures overall sales satisfaction based on six factors (in order of importance): sales consultant (25%); delivery process (23%); dealership facility (18%); paperwork completion (16%); working out the deal (16%); and dealership website (2%).

Now in its 19th year, the study is based on responses from 3,006 new-vehicle owners who purchased their vehicle from August 2017 through July 2018. The study was fielded from February through September 2018.

For the first time, the Thailand SSI Study includes the Net Promoter Score® (NPS),^[1] which measures customers’ likelihood to recommend both their vehicle make and model on a 0-10 scale.

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com

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

 

Credit Card Company Communications Prove Essential to Satisfaction, As Cardholders Unclear on Terms and Conditions, JD Power Finds

2018-09-07

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SYDNEY: 10 September 2018 — Communication from credit card issuers that is clear and simple is key to driving customer satisfaction, according to the JD Power 2018 Australia Credit Card Satisfaction Study,^SM released today.

The study finds that nearly nine in 10 cardholders (89%) do not fully understand their credit card terms and conditions. Of these, 55% do not understand the terms due to the legal and regulatory language used. Satisfaction is notably higher among those cardholders who receive straightforward and clear communications than among those who do not (746 vs. 633, respectively, on a 1,000-point scale). 

“Despite the need to understand what they have signed up for, just over one third of cardholders were proactively contacted by their issuer in the last 12 months,” said Anthony Chiam, Financial Services Practice Lead at JD Power. “Cardholders not only appreciate when they are communicated in language that is easily understandable, but also prefer to speak with someone directly when they have a problem with their card or card activity. Card issuers therefore need to focus on their outreach to cardholders as well as on their customers’ preferred channels of interaction.” 

Cardholder interaction with the call centre has increased from last year (to 39% in 2018 vs. 27% in 2017). Cardholders prefer to speak to a representative when they have an issue with their credit card, with 67% interacting with the call centre for this reason in the past 12 months.  Nearly three-fourths (71%) contacted the call centre when they had an issue relating to fraudulent transaction activities and disputed payments. 

The study also finds that four in 10 cardholders were offered an increase to their credit limit in the past 12 months.  Of these cardholders, 91% say they declined the increase, with 57% of them indicating they did not understand the legal and regulatory language used in the terms and conditions. 

The following are additional key findings of the study: 

• Contactless payment popular: Nearly one-third (31%) of cardholders are using the contactless option with their credit cards, as it is widely accepted with merchants and cardholders find it a convenient way to complete transactions. 

• Card issuers less customer-driven[1]: The percentage of cardholders who perceive their card issuer as customer-driven has declined, compared to last year (47% vs. 51%, respectively). 

• Cardholders perceive rewards program value has decreased: More than one-fourth (27%) of existing cardholders[2] perceive that the value of their rewards program has decreased and is significantly lower than 52% who said the same last year (when surcharge reforms were introduced). Of these cardholders, 21% say they are likely to switch to another credit card issuer in the next 12 months. 

• Getting more value from credit cards: Nearly one-fifth (18%)of cardholders perceive they are getting more value from their credit cards, compared to the annual fee paid. These cardholders charge more on their cards per month than those who perceive they get less value ($1,923 vs. $1,716, respectively). 

Study Rankings

Bendigo Bank ranks highest in credit card satisfaction with an overall score of 773 and performs well in four of six factors. American Express ranks second with a score of 753, while Bankwest ranks third with a score of 728.

The study measures overall satisfaction in six key factors: interaction (30%); credit card terms (30%); communications (16%); rewards (11%); benefits and services (9%); and key moments (5%)[3]. 

The 2018 Australia Credit Card Satisfaction Study is based on responses from 4,642 credit card customers. The study includes 21 major credit card issuers in the market, 16 of which are rank eligible, and scores are based on cardholder experiences with their primary card. The study was fielded in June and July 2018. In addition to Australia, JD Power also conducts credit card studies across key financial markets that include China, Hong Kong, Singapore, Canada and the United States. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected] 

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com.

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

 

Digitally Enabled Auto Service Interactions Drive Customer Satisfaction, JD Power Finds

2018-09-13

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SINGAPORE: 19 SEP. 2018 — While the use of digital technology enhances the overall service experience of vehicle owners, satisfaction is also influenced by personal interaction with the service advisor, according to the JD Power 2018 Malaysia Customer Service Index (Mass Market) Study,^SM released today. 

More than one-fourth (28%) of vehicle owners say their service advisor used a tablet during the service visit. These owners experience stronger engagement with their advisor, with 95% indicating that their service advisor knew their service history, compared to 83% of those owners not engaged via digital devices. In addition, a higher number of owners engaged via a tablet say their service advisor reviewed the work done after the service was completed, compared to the number of those whose service advisor did not use a tablet (92% vs. 79%, respectively). Customers whose service advisor use a tablet during service visit are more satisfied than those whose service advisor did not use a tablet (789 vs.743, respectively, on a 1,000-point scale). 

Furthermore, satisfaction is higher among vehicle owners who scheduled their service appointment online or via a digital app, compared to those who called their dealer to schedule an appointment (764 vs. 751, respectively). 

“The use of electronic devices in the vehicle owner interaction processes at the dealership are primarily targeted at improving owner convenience and enhancing dealer efficiency.  However, it is important to also recognize the value of human interaction,” said Muhammad Asyraf, Country Manager for the Malaysia at JD Power. “The availability and accessibility of well-trained and professional staff at the dealership go a long way toward building customer relationships and engagement, with technology also acting as a key enabler in the process.” 

The study also finds that owners expect to be granted fast access to the service advisor when they drop off their vehicle. Satisfaction is higher among those owners who are first greeted by a service advisor upon arrival (82%) than when greeted by someone else (769 vs. 698, respectively). Satisfaction is also higher among owners who waited to speak to their service advisor for 5 minutes or less than among those who had to wait for more than 5 minutes (772 vs. 734, respectively). 

Following are additional key findings of the study: 

• Express service makes a difference: Satisfaction is higher among vehicle owners who were offered and used express service than among those who were not offered the service (784 vs. 733, respectively). The average time taken to service the vehicle for owners who used the express service is 125 minutes, compared to 150 minutes for those who did not use the service. 

• Mechanic communication boosts satisfaction and generates additional work:  Speaking with a technician or mechanic during the service visit has a notable impact on a vehicle owner’s likelihood to follow recommendations offered by their service advisor. More than half (56%) of customers who spoke with their technician agreed to additional work recommended by their service advisor. Satisfaction is higher among owners who had the opportunity to speak to the technician or mechanic during the service visit and followed the recommendations than among those who did not but still followed the recommendations offered (801 vs. 729, respectively). 

• Service provided in less than 3 hours is key: As service time increases, satisfaction declines. Satisfaction is higher when the time taken to service the vehicle is within 3 hours, compared with when it takes 3 hours or more (767 vs. 726, respectively).   

Study Rankings

Among the eight brands ranked in this year’s study, Mitsubishi ranks highest across all factors, with an overall score of 814. Mazda ranks second with a score of 786 and Volkswagen and Nissan are tied in third place with scores of 776. 

The 2018 Malaysia Customer Service Index (Mass Market) Study measures customer satisfaction with the servicing and vehicle-return process. The study is based on responses from 2,957 new-vehicle owners who received delivery of their new vehicle between March 2015 and July 2017 and took their vehicle for service to an authorized dealer or service center between March 2017 and July 2018. The study was fielded from March through July 2018. 

Now in its 16th year, the study measures overall satisfaction among vehicle owners who visited an authorized service center for maintenance or repair work during the first 12 to 36 months of ownership and is based on five factors (in order of importance): service quality (25%); vehicle pick-up (21%); service initiation (20%); service facility (17%); and service advisor (16%). Overall satisfaction for the industry averages 754 points. 

The study now also includes Net Promoter Score^® (NPS),[1] which measures customers’ likelihood to recommend their vehicle brand on a 0-10 scale. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected] 

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com. 

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

 

Vehicle Buyers with More Disposable Income Purchasing Import Models as Availability Increases, JD Power Finds

2018-09-13

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SINGAPORE: 1 Oct. 2018 — With an increasing number of import models now available in the Taiwan market, the proportion of buyers purchasing an import mass market model has almost doubled during the past 5 years (33% in 2018 vs. 17% in 2014), according to the JD Power 2018 Taiwan Sales Satisfaction Index (SSI) Study,^SM released today. 

Purchasing power is an important driver of this buying behavior, as the monthly median income of those buying an import model is 10 percentage points higher than among those who purchase a domestically produced model. Additionally, import vehicle buyers are spending more of their household income to purchase their vehicle, compared to buyers of domestically produced vehicles (10 months of income, on average vs. 8 months of income, on average). Interestingly, the study also finds that a larger proportion of import vehicle buyers than domestic vehicle buyers are self-employed (14% vs. 10%, respectively) or are in senior/middle management roles, compared to domestic vehicle buyers (19% vs. 10%, respectively). 

“More disposable income enables buyers to afford a wider spectrum of vehicle models,” said Kaustav Roy, Regional Director at JD Power. “The increased availability of import models not only offers buyers more choices, but also strengthens competition in the industry. For manufacturers to stand above the competition, it is crucial that they differentiate their offerings according to their customers’ profiles and purchase reasons.” 

Buyers purchasing import models cite the performance of the vehicle, followed by both the exterior and interior styling, as key influential purchase reasons. For domestic models, the most influential purchase reason is good fuel efficiency, followed by interior styling. 

The following are additional key findings of the study: 

• A large proportion of buyers conduct online vehicle research prior to dealer visit: Nearly two-thirds (62%) of buyers say they used the internet to shop for their vehicle. Of these, 43% visited OEM websites and 38% visited third-party websites. 

• Nearly one-fifth of those trading-in vehicles feel price lower than expected: One-fourth of all buyers (25%) traded-in their previous vehicle to purchase their current vehicle. Among these, 17% say the price received for their trade-in was below their expectations. 

• Pressures during purchase: Slightly more than one-third (34%) of buyers say the dealer exerted pressure when trying to sell the vehicle, and 11% say they had difficulty in getting a clear answer about the vehicle price. 

Study Rankings

Volkswagen ranks highest among mass market brands with an overall score of 822 (on a 1,000-point scale). Luxgen ranks second with a score of 811 and Mazda ranks third with a score of 810. 

Lexus ranks highest among luxury market brands with an overall score of 843, while Mercedes-Benz (840) ranks second and BMW (827) ranks third. 

The 2018 Taiwan Sales Satisfaction Index (SSI) Study is a comprehensive analysis of the new-vehicle purchase and delivery experience. The study is based on responses from 2,752 mass market segment new-vehicle buyers and 875 luxury segment new-vehicle buyers who purchased their vehicle between August 2017 and May 2018 and was fielded between February and July 2018. 

Now in its 20th year, the study has been entirely redesigned and now examines five factors that contribute to overall customer satisfaction with the new-vehicle purchase experience. In order of importance, they are sales consultant (26%); dealer facility (22%); delivery process (21%); working out the deal (18%); and paperwork completion (13%). 

The study now also includes Net Promoter Score® (NPS)[1], which measures customers’ likelihood to recommend both their vehicle make and model on a 0-10 scale. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected] 

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, Taiwan, Thailand, the U.A.E. and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com. 

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