Category: APAC

Accurate Communication of Service Fees and Costs Enhance Customer Satisfaction, JD Power Finds

2018-09-21

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BANGKOK:24 Sept. 2018 — Clear communication with customers both before and after vehicle service is one of the key drivers of customer satisfaction, particularly when providing service fees and cost estimates, according to the JD Power 2018 Thailand Customer Service Index (CSI) Study,^SM released today. 

Customer satisfaction among vehicle owners whose service fees are higher than expected (17%) is lower than those who say the fees are as expected or lower than expected (83%) (751 vs. 847, respectively, on a 1,000-point scale). The accuracy of cost estimates also has a high impact on customer satisfaction, with those customers who received an accurate estimate far more satisfied than those who received an invoice that was higher than the estimate (839 vs. 714, respectively). 

“It is crucial that the service advisor fully understands and manages customer expectations related to service fees,” said Siros Satrabhaya, Regional Director for Thailand at JD Power. “The customer should be aware of all details associated with the service, from the details of work to be carried out to the estimated cost before the service begins. The bottom line is that when a customer pays their actual fees, it should be about the same or lower than the estimation given. This is a very simple process to get right that has a substantial impact on the customer’s service experience.” 

The study also finds that satisfaction among customers who were personally escorted to their vehicle or whose vehicle was retrieved by dealership staff is higher than among those who had the pick-up location of their vehicle pointed out to them (831 vs. 785, respectively). This demonstrates the importance of the personal touch when interacting with customers, which is particularly key when interacting with first-time buyers. 

Following are additional key findings of the study: 

• Proactive outreach to customers: More customers are receiving notifications from their dealership when their vehicle is due for service compared to last year (80% in 2018 vs. 38% in 2017). 

• Satisfaction higher when scheduling on digital channel: Though only a small proportion of customers made service appointments through digital channels (2% on the manufacturer’s website and/or app), these customers are more satisfied as compared to customers who made an appointment through offline channels (848 vs. 826, respectively). For future service visits, 9% of customers would prefer to make appointments on the manufacturer’s website (2%) and app (7%). 

• Cash payments most popular but customers expect more payment options in future: The study finds that only 13% of customers paid for their service fees by credit card and fewer than 1% paid through mobile payment and digital wallet app. However, customers expect dealers to offer a larger variety of alternative payment methods, with 39% saying they would prefer to pay by credit card and 15% preferring to pay through a mobile payment and digital wallet app. 

Study Rankings

Isuzu ranks highest in after-sales customer satisfaction with an overall satisfaction score of 847 and performs well in four of the five factors. Mitsubishi ranks second with a score of 840 while Suzuki ranks third with a score of 837.

The 2018 Thailand Customer Service Index (CSI) 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 based on five factors (in order of importance): service quality (27%); vehicle pick-up (20%); service facility (18%); service initiation (18%); and service advisor (18%). 

Now in its 19^th year, the study is based on responses from 2,658 new-vehicle owners who purchased their vehicle between February 2015 and July 2017 and took their vehicle for service to an authorized dealer or service center between February 2017 and July 2018. The study was fielded from February through July 2018. 

The 2018 study for the first time 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/about-us/press-release-info

 

 

Scheduling Service Visit via Digital Platforms Enhances Customer Satisfaction, JD Power Finds

2018-09-24

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SINGAPORE: 25 Sept. 2018 — Despite only 31% of mass market vehicle owners scheduling their service appointments on a digital platform (manufacturer’s website or a­­­­pp), those vehicle owners are more satisfied than those who call the dealer directly (818 vs. 791, respectively, on a 1,000-point scale), according to the JD Power 2018 Taiwan Customer Satisfaction Index (CSI) Study,^SM released today. 

The study also finds that the three most cited reasons why customers do not schedule their service through digital platforms are that they would prefer to speak with someone directly (31%), they are not aware that the dealership offered online scheduling (29%), and that they required immediate service for their vehicle (26%). With nearly half of customers (44%) saying they would like to use digital platforms to make future appointments, it is important that dealers focus on enhancing their digital capabilities and create a superior service experience for their customers. 

“In response to an increasingly digitized landscape, manufacturers should continue to modernize their service platforms to enhance the overall customer experience,” said Kaustav Roy, Regional Director at JD Power. “Additionally, dealers need to continue to maintain a strong personal connection with their customers while they help to transition them to newer and nimbler digital platforms.” 

The following are additional key findings of the study: 

• Quick service improves satisfaction: The study finds that 55% of customers were offered quick service. Of these, 75% used the quick service option during their recent visit to the dealer. Customer satisfaction for those who used the quick service was higher than those who did not (820 vs. 755, respectively). 

• Periodic maintenance makes up the majority of service work:  The study finds that the majority of customers (87%) have periodic maintenance work carried out on their vehicle while 11% of customers visit the service center for maintenance and/or repair work. The average service cost for periodic maintenance is not very different from the cost of maintenance and/or repair — 5,234NTD vs 6,072NTD. 

• Length of ownership affects advocacy and loyalty: Of customers who have owned their vehicle for 12-24 months, 41% say they definitely will recommend their dealer/service centre to a friend or relative, as compared to 36% among customers who have owned their vehicle for 25-36 months. Similarly, the former group of customers are also more likely to return to the dealer/service centre during the post-warranty period than the latter group of customers (39% vs. 33%, respectively). 

Study Rankings

Luxgen ranks highest among the mass market brands, with an overall score of 814. Nissan ranks second with a score of 811 and Mazda ranks third with a score of 803. 

Lexus ranks highest among the luxury market brands, with an overall score of 826 while Mercedes-Benz (795) ranks second and BMW (790) ranks third. 

The 2018 Taiwan Customer Satisfaction Index (CSI) Study is a comprehensive analysis of the new-vehicle service experience. The study is based on responses from 3,198 mass market new-vehicle owners and 1,002 luxury who received delivery of their new vehicle between February 2015 and July 2017 and took their vehicle for service to an authorized dealer or service center between February 2017 and July 2018. The study was fielded from March- August 2018. 

Now in its 21st year, the study was redesigned in 2018 to cover owners who bought their vehicle in the past 12–36 months and serviced it at least once in the past 12 months at an authorized OEM service center. The study measures overall service satisfaction among owners who took their vehicle to an authorized service center by examining dealership performance in five factors. In order of importance, they are service quality (30%); vehicle pick-up (19%); service initiation (18%); service advisor (17%); and service facility (15%). 

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

 

Fulfillment of Pre-Service Process Drives Satisfaction and Builds Trust in Advisor Recommendations, JD Power Finds

2018-08-24

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SINGAPORE: 29 Aug. 2018 —  Offering an all-encompassing and thorough service experience before the customer’s vehicle enters the workshop results in higher satisfaction and customers being more open to undertaking additional work as recommended by their service advisor, according to the JD Power 2018 Indonesia Customer Service Index (Mass Market) Study,^SM released today. 

There are eight recognized pre-service elements expected from service advisors, including being aware of the customer’s service history; focusing on the customer’s needs; performing a thorough vehicle inspection to understand the work required; explaining the work to be performed; and informing the customer when the vehicle will be ready. The study shows that customers who experienced all eight elements have higher satisfaction with the service process than those who did not (810 vs. 791, respectively, on a 1,000-point scale). Similarly, 57% of customers who experienced all elements say they intend to return to that dealer for their next paid service, compared with 44% of those who did not experience all elements. When all process elements are executed, 55% of customers agree to additional work to be carried out as recommended by the advisor. 

“It is important to build a certain level of engagement with the customer before the vehicle work begins,” said Srabani Bandyopadhyay, Country Manager for Indonesia, JD Power.“When advisors complete the eight pre-service processes, customers will likely not only feel more comfortable with their advisor and place more trust in their advisor’s recommendations, but they will likely also feel more at ease at the dealership. This ensures an overall stronger customer service experience and improves customer engagement.” 

Facilities are becoming more customer-centric and providing a more convenient and relaxing environment, as customers wait with such amenities as complimentary snacks, free Wi-Fi, free meal and access to a computer with internet service. Although fewer customers in 2018 opted to wait at the dealership while their vehicle was being serviced than in 2017 (68% vs. 78%, respectively), those who stayed behind in 2018 were more satisfied than those who did not (805 vs. 782, respectively). 

Following are additional key findings of the study: 

• Scheduling appointments on digital channels very low: Only 7% of customers scheduled their service appointment on the website or via an app on their smartphone. 

• Increase in customers coming in for general repair: The proportion of customers coming into service facilities with both periodic maintenance and general repairs has increased over the past three years (26% in 2018 vs. 15% in 2016). 

• Increase in spare parts replacement: Spare parts replacement during vehicle servicing has also increased from last year (35% vs. 26%, respectively). 

• Decline in the turnaround time for service: The proportion of customers whose vehicles were delivered post-service on the same day has decreased from 2017 (87% vs. 95%, respectively).

Study Rankings

Mitsubishi ranks highest in overall service satisfaction among mass market brands, with a score of 817. Mitsubishi performs highest in all five study factors. Toyota and Honda follow with scores of 801 and 798, respectively. 

The 2018 Indonesia Customer Service Index (Mass Market) Study is based on responses from 2,827 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 18th year, the study was redesigned in 2018 to cover owners who bought their vehicle in the past 12–36 months and serviced it at least once in the past 12 months at an authorized OEM service center. The study measures overall service satisfaction among owners who took their vehicle to an authorized service center by examining dealership performance in five factors (in order of importance):service quality (24%); service initiation (20%); vehicle pick-up (19%); service advisor (19%); and service facility (18%). 

The study now also includes the 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/about-us/press-release-info

 

Express Service Key to Satisfaction and Brand Loyalty, JD Power Finds

2018-08-24

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SINGAPORE: 28 Aug. 2018 — Offering express service is a key driver of customer satisfaction, particularly for customers who visit a dealer for routine maintenance, according to the JD Power 2018 Philippines Customer Service Index (CSI) Study.^SM

The proportion of customers who were offered express service during their most recent visit has increased by 38 percentage points year over year (55% vs. 17%, respectively). Nearly half (44%) of those who used the express service option had their vehicle returned within two hours. Overall satisfaction among these customers is higher than among those who did not select express service (820 vs. 793, respectively, on a 1,000-point scale). More than half (51%) of customers who chose this option say they “definitely would” recommend the service center to a friend or relative, compared with 42% of those who did not use the option.

“With an increasingly fast-paced lifestyle, customers in the Philippines are time sensitive,” said Sigfred M. Doloroso, Country Manager for the Philippines, JD Power. “Given the decline in new-vehicle sales this year, dealerships have been trying to maximize their service revenue and improve capacity utilization. The retention of existing customers through systematic service reminders, notifications for due service, faster service turnaround and improved customer experience is the key to business viability.”

This year’s study also finds that 82% of customers made an appointment for servicing their vehicle, compared with 47% last year. Dealerships have been actively notifying their customers whose vehicles are due for service, with more customers receiving such notifications in 2018 than in 2017 (87% vs. 66%, respectively).

Following are additional key findings of the study:

• Customers prefer transparency on work carried out on vehicle: The percentage of customers who had the chance to observe their vehicle being serviced has more than doubled from 2017 (32% vs. 15%, respectively). These customers also tend to consider the time taken for the service reasonable, compared with those who did not observe the servicing (98% vs. 92%, respectively).

• Engagement builds trust: Speaking with a technician or mechanic during the service visit has a notable impact on a customer’s likelihood to follow recommendations offered by their service advisor. More than 4 in 10 (41%) customers who spoke with their technician agreed to additional work recommended by their service advisor. This is 10 percentage points higher than among customers who were not able to talk to their technician. Speaking with the technician also has a notable effect on satisfaction, compared to not speaking with the technician (818 vs. 809, respectively).

• Young owners want more control and transparency: Making appointments to schedule service visits has increased across all age groups, but younger customers (29 years and younger) are more apt with using the digital channels (12%) to schedule their next service visit than customers aged 30 years and above (7%). Additionally, the study finds that 42% of customers from this age group spoke with their technician, compared with 34% of those who are 30 years and older.

Study Rankings

Among the 10 brands ranked in this year’s study, Honda ranks highest for a second consecutive year, with an overall score of 823. Honda performs particularly well in three of the five factors: service initiation; service advisor; and service facility. Nissan ranks second with a score of 822 and Mitsubishi ranks third with a score of 816.

The 2018 Philippines Customer Service Index (CSI) Study measures customer satisfaction with the servicing and vehicle-return process. The study is based on responses from 2,455 new-vehicle owners who purchased their vehicle between February 2015 and May 2017 and took their vehicle for service to an authorized dealer or service center between February 2017 and June 2018.

Now in its 18th 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 based on five factors (in order of importance): service quality (28%); service initiation (20%); service facility (20%); vehicle pick-up (17%); and service advisor (16%). Overall satisfaction for the industry is  812 points.

The study now also includes the 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]

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/about-us/press-release-info

 

Customer Satisfaction Higher When Scheduling Service Online, JD Power Finds

2018-08-28

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MELBOURNE: 30 Aug. 2018 —  Satisfaction among customers who schedule the service of their vehicle on the manufacturer’s website is 19 points higher (on a 1,000 point scale) than among those who call or drop by to make an appointment at the dealership, according to the JD Power 2018 Australia Customer Service Index (Mass Market) Study,^SM released today. However, only 10% of customers use the online channel to book their appointment, while the majority still call their dealer to schedule their service. 

Among customers who did not schedule their service online, 34% were not aware that their dealership offered this service. There is a clear opportunity for brands to improve their online capabilities and engagement to drive online booking rates and, thus, further boost satisfaction. 

“Brands that have a strong online platform have the added advantage of engaging with their customers before they even walk into the dealership, offering an enhanced customer experience early on,” said Bruce Chellingworth, Director and Country Manager of Australia, JD Power. “Brands should not only actively communicate and promote the usage of the online channel, but also compliment their outreach by using offline tools for a smoother transition to the online platform and to ensure a cohesive customer experience. This becomes increasingly relevant as customers across all age groups, and not just from the younger demographic, are going online to book their service.” 

Following are additional findings of the study: 

• Increased transparency enhances satisfaction: Although the majority (81%) of customers did not have the opportunity to observe their vehicle being serviced, those customers who did have the opportunity (19%) were more satisfied (750 vs. 829, respectively). Over one-fifth (21%) of customers who had the opportunity mention that the time taken to service their vehicle was better than they expected, compared to 10% of those customers who did not have the opportunity.  

• Washing and vacuuming of cars increases satisfaction: Only 35% of customers had their vehicle returned washed and vacuumed. Satisfaction is significantly higher among these customers than among those who received their vehicle neither washed nor vacuumed (805 vs. 718, respectively).  

• Personalised vehicle handover: Nearly half (48%) of customers had the pick-up location of their vehicle pointed out by dealership staff, while only 25% were personally escorted by the dealership personnel to their vehicle after servicing. Satisfaction among customers who were escorted to their vehicle is higher than among those whose pick-up location was simply pointed out (804 vs. 737, respectively).  

Study Rankings

Of the 12 brands ranked in the mass market segment, Mazda ranks highest with a score of 789, followed by Toyota with a score of783 and Nissan with 779. 

The 2018 Australia Customer Service Index (Mass Market) Study is based on responses from 4,586 owners who purchased their new vehicle between July 2018 and March 2013 and took their vehicle for service to an authorised dealership service centre between July 2018 and March 2017. The study was fielded from March through July 2018. 

Now in its ninth year, the study measures overall customer satisfaction with their vehicle service experience at an authorised service centre by examining five factors (listed in order of importance): service quality; service initiation; vehicle pick-up; service advisor; and service facility. 

The study now also includes the 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/about-us/press-release-info

 

Younger Buyers Seek Engaging Experience during Vehicle-Shopping Journey, JD Power Finds

2018-08-31

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SINGAPORE: 3 Sept. 2018 — An increasing number of younger buyers  (29 years old and younger) are seeking a more engaging and seamless convergence between their online and offline vehicle-shopping experience, according to the JD Power 2018 Philippines Sales Satisfaction Index (SSI) Study,^SM released today. These younger buyers are more satisfied when they use a combination of both online channels, such as the website, and offline channels, such as visits to dealerships when purchasing a vehicle. 

The study finds that this group of customers are active both online and offline when researching their vehicle purchase. When searching for a vehicle, nearly 60% of shoppers 29 years and younger use the internet vs. 43% of those 30 years and older. Additionally, 80% of younger buyers compare prices from different dealerships online vs. 68% of older buyers. When interacting with the dealer, 63% of younger buyers contact a dealership directly to schedule an appointment vs. 54% of older buyers. At the dealership, 28% of younger buyers engage with a staff member with deep product knowledge, such as product specialists, compared with 20% of older buyers. In addition, 81% of younger buyers take a test drive vs. 80% of older buyers. 

“The use of such digital tools as virtual and augmented reality demonstrations, ‘live’ consultations and videos of car-driving experiences are likely to provide a more engaging purchase journey, while equipping sales consultants with deep product knowledge, encouraging interaction with product specialists and offering test drives are likely to enhance the in-store experience,” said Sigfred M. Doloroso, Country Manager, Philippines, JD Power. “When deciding on their next vehicle, younger buyers are not just looking online, so it is crucial for manufacturers to redefine both their digital and traditional strategy if they want to improve the customer experience.” 

The following are additional key findings of the study: 

• Digital media increases satisfaction: Satisfaction among customers who stay engaged via digital devices—such as tablets, smartphones and touch screen monitors/ kiosks—during shopping and delivery is higher than among those who do not (827 vs. 750, respectively, on a 1,000-point scale). Satisfaction is higher when salespeople use digital media to demonstrate vehicle features during the purchase decision (839 vs. 815, respectively) and of vehicle features at delivery (840 vs. 817).  

• Finding the right channel: Younger buyers are more inclined than older buyers to follow recommendations from the dealer and salesperson (39% vs. 27%, respectively) and are more influenced by in-mall displays when making their purchase decision (38% vs. 33%). Older buyers opt to refer to information gathered from the television, compared with younger buyers (16% vs. 10%, respectively) and newspapers (25% vs. 20%).  

• Closing the deal: Overall satisfaction is higher when the sales consultant has total authority in agreeing to the terms of a deal, compared to when the consultant needs to get permission from their supervisor (831 vs. 788, respectively). 

Study Rankings

Among the 10 brands ranked in this year’s study, Kia ranks highest across all factors, with an overall score of 842. Suzuki ranks second with a score of 831 and Toyota ranks third with a score of 826. 

The 2018 Philippines Sales Satisfaction Index (SSI) Study is a comprehensive analysis of the new-vehicle purchase and delivery experience. The study is based on responses from 2,072 new-vehicle owners who purchased their vehicle between August 2017 and May 2018 and was fielded between February and July 2018. 

Now in its 18th year, the study has been entirely redesigned and now examines six factors—including dealer website—that contribute to overall customer satisfaction with the new-vehicle purchase experience. In order of importance, they are sales consultant; dealer facility; delivery process; paperwork completion; working out the deal; and dealer website. SSI performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction. 

The study now also 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/about-us/press-release-info 

 

Singapore’s Path to Digital Economy Still Facing Some Roadblocks, JD Power Finds

1970-01-01

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SINGAPORE: 25 July 2018 — Use of mobile banking has overtaken physical branch interactions by 15% during the past 12 months, according to the JD Power 2018 Singapore Retail Banking Satisfaction Study.SM It is clear that Singapore’s Smart Nation journey to digitally transform its banking sector is well on course; however, there are a number of roadblocks to overcome before Singapore can truly be considered a digital and cashless economy. 

Despite the mobile banking channels making significant progress, the user experience still has a way to go. Among mobile banking customers, 46% indicate having experienced a problem with their mobile banking app, such as long loading times and login problems, which is a higher percentage than the 43% in 2017. 

“As banks continue to evolve the mobile banking user experience and digital offerings, they need to place the customer at the heart of their transformation. This may not only help to improve the perception of the bank as customer-oriented and innovative, but also deepen the relationship with their customers and build trust,” said Anthony Chiam, Regional Practice Leader, Financial Services at JD Power. 

Building trust and confidence becomes even more crucial, as 41% of customers not yet using mobile banking app cite security and trust as the primary reason, an increase of 7 percentage points from last year. 

Customers are facing an abundance of choice, amplified even more by disruptions in the industry, such as the trend toward virtual banking. Among customers who say they would be open to virtual banking—banking with no physical branches—52% indicate they would do so with an entity outside of the banking sector, such as fintech or technology companies; however, 66% of customers say they will remain with their current bank even if all of its physical branches were closed. 

Following are additional key findings of the study: 

• Overall satisfaction has increased: Customers are more satisfied with their primary banks in 2018, compared with last year (755 vs. 736, respectively, on a 1,000-point scale). 

• Popularity of peer-to-peer mobile payment services: Nearly half of customers have used PayNow in the past 12 months. The study also finds that 64% of bank customers use at least one mobile wallet or payment app, which is higher than in Hong Kong (52% in 2018)[1] and Australia (19% in 2017)[2]. 

• Apple Pay ranks highest in satisfaction among mobile wallets: The most frequently used apps are DBSPayLah! (28%); ApplePay (13%); GrabPay (12%); and NetsPay (12%). 

• Key reasons for choosing a bank: Attractive interest rates (21%) is the primary reason for selecting a bank, followed by the branch being conveniently located near the customer’s work/ home (18%) and trust in the bank (14%). 

Study Rankings

OCBC ranks highest in retail banking customer satisfaction with an overall score of 773. OCBC achieves the highest score in two of the six study factors: account activities and facility. Citibank ranks second with a score of 764 and DBS ranks third with 758. 

The 2018 Singapore Retail Banking Satisfaction Study examines customer satisfaction with the products and services provided by their primary financial institution. The study measures overall satisfaction in six factors: account activities (42%); account information (18%); facility (14%); product offerings (12%), fees (10%); and problem resolution (5%). 

The study is based on responses from 2,520 retail banking customers. Coverage includes eight major banks in the market, six of which are rank-eligible, with scores based on customers’ primary bank experiences. The study was fielded in May through June 2018. JD Power conducts a series of retail banking studies across key financial markets, including Australia, Canada, China, Hong Kong and the United States.  

Another metric for banks to consider is the Net Promoter Score® (NPS),[3] new to the Singapore Retail Banking Satisfaction Study, which measures customers’ likelihood to recommend their primary bank 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, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand 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/about-us/press-release-info

[1] JD Power 2018 Hong Kong Retail Banking Satisfaction StudySM

[2] JD Power 2017 Australia Retail Banking Satisfaction StudySM

[3] Net Promoter® and NPS® are registered trademarks and Net Promoter System® and Net Promoter Score® are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.

 

Tractor Owners’ Age Impacts Satisfaction and Brand Recommendation, JD Power Finds

2018-08-07

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SINGAPORE: 7 Aug. 2018 — Tractor performance satisfaction is 20 points lower (on a 1,000-point scale) among owners younger than 35 years of age, compared with those who are older than 35 years, according to the JD Power 2018 India Tractor Product Performance Index (PPI) Study,^SM released today. Additionally, owners younger than 35 years of age are less likely to recommend their tractor brand to a colleague or friend than are their older counterparts. Nearly two-thirds (63%) of younger buyers say they “definitely would” recommend their tractor brand to friends and relatives, compared with 68% of older buyers who say the same.

Tractor owners’ overall satisfaction with product performance improves to 841 from 823 in 2017, illustrating a second consecutive year of improved satisfaction. The increase in satisfaction is observed in both the machine performance and quality and reliability indices.

“Younger cohorts in rural India are increasingly less influenced by word-of-mouth referrals in their new-product purchase decision and are evaluating products and services on several aspects before finalizing their purchase, while also displaying lower brand stickiness,” said Yukti Arora, Practice Lead at JD Power. “With a multitude of choices available, greater information accessibility and strong desire to explore different options, the younger generation of tractor buyers is relatively harder to please. Thus, the success of tractor manufacturers in attracting and retaining the attention of this new generation of buyers hinges on creating value that resonates with them. This set of progressively informed and demanding customers is exerting pressure on OEMs to exhibit unprecedented agility in delivering at a pace that matches their heightened and continually evolving expectations.”

The study also notes a high increase in cross-shopping rate among new tractor buyers over the last 4 years, with 21% customers stating they considered another tractor brand before buying their tractor in 2018, compared to only 14% in 2015. “Just being there is no longer enough to succeed in this market. To navigate through a crowded field of enhanced product offerings and latest technologies, tractor manufacturers need to create distinct experiences that stand-out from the clutter. Thinking of innovative ways of forging long-lasting relationships with customers will help OEMs to harness the opportunity that the sector presents today” said Arora.  

The following are additional key findings of the study:

• Above 50 HP segment posts highest satisfaction: Owners of above 50 HP tractors report the highest satisfaction on both machine performance and quality and reliability at 871 and 862 respectively, compared with below 31HP (847 and 841 respectively), 31-40 HP (835 each) and 41-50 HP (845 and 841 respectively) segments.

• Tyres remain an issue: Excessive or uneven tire wear continues to be the most frequently reported problem for the fourth consecutive year; it is also cited as the most bothersome problem by tractor owners.

• Loyalty is up: Overall loyalty and advocacy rates have gone up in 2018, with 58% of tractor owners saying they “definitely would” purchase the same tractor brand again, compared with 52% in 2017; 65% say they “definitely would” recommend their tractor brand, up from 56% last year. 

Study Rankings

Mahindra Swaraj ranks highest in the below 31 HP and 31-40 HP segments, scoring 864 and 843 points, respectively. Swaraj leads in all seven machine performance categories in the below 31 HP segment, and in six of the seven categories in the 31-40 HP segment. 

John Deere and Mahindra, in a tie, rank highest in the 41-50 HP segment with a score of 851 points. While the former performs particularly well in three of the seven machine performance categories, the latter leads in the remaining four categories.  

New Holland ranks highest in the above 50 HP segment with a score of 870 points.

The 2018 India Tractor Product Performance Index Study is based on responses from 3,835 tractor owners across 14 states. The study was fielded from January 2018 to May 2018 and includes owners who purchased a new tractor between January 2016 and May 2017 from an authorized dealership.

The study, now in its fourth year, examines satisfaction with tractor performance among owners of 12- to 24-month-old tractors. Overall product performance satisfaction is measured in two indices: machine performance and quality and reliability. In the machine performance index, the study captures tractor owners’ evaluations in seven categories (in order of importance): hydraulic and couplings; driveability; engine and transmission; overall styling and design; driving comfort; tractor structure; and tyres. The quality and reliability index covers owners’ experiences and ratings of actual and perceived quality issues. 

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, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand 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.

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/about-us/press-release-info

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Decline in Implementation of Service Standards at Authorized Car Service Centres Impacts Customer Service, JD Power Finds

2018-01-29

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SINGAPORE: 31 Jan. 2018 — The frequency and quality of the execution of service standards at authorized mass market vehicle service centres has declined since 2016, according to the JD Power 2017 Vietnam Customer Service Index (CSI) Study^SM mass market segment, released today. 

As the number of after-sales service customers making an appointment (66%) continues to rise, the gap in satisfaction with walk-in customers increases significantly (9 points in 2016 vs. 43 points in 2017, on a 1,000-point scale). Although the number of service standards received by customers with appointments remains stable year over year, the service level for walk-in customers has decreased notably in this year’s study, as only 31% of these customers indicate having received 21 or 22 standards (out of 22) in 2017, down from 65% in 2016. Coincidentally, customer sensitivity to receipt of these service standards has risen, as the difference in overall service satisfaction between low and high standard implementation increased from 90 points in 2016 to 139 points in 2017. 

“Authorized service centres are increasingly encouraging customers to schedule appointments and making strides to ensure they receive a high standard of service,” said Siros Satrabhaya, Country Manager at JD Power. “However, the downside is that not all walk-in customers are receiving some essential quality standards, which can subsequently have a negative effect on their overall experience. This, in turn, may lead to higher service defection rates—even during the warranty period—and, therefore, a potential loss of service revenue. It is crucial that dealers strive to offer a consistent level of service to customers with appointments and walk-in customers alike. In order to boost the satisfaction of walk-in customers, dealers must focus on a number of key areas, such as washing and vacuuming the vehicle after service and making follow-up calls.” 

The study finds the number of walk-in customers who say their vehicle was returned both washed and vacuumed has decreased by 25 percentage points in the 2017 study from 2016 (48% vs. 73%, respectively). In comparison, 78% of customers with appointments say the same. Similarly, while 92% of these customers indicate they were contacted after service, only 57% of walk-in customers indicate the same. 

Following are additional key findings of the study: 

• Listening to customer requests and paying attention to details are critical: The longer service advisors listen to customer requests before servicing their vehicle, the better. Overall satisfaction is higher among customers who indicate their service advisor paid close attention to details (835), compared with those who did not indicate the same (751). Nevertheless, only 79% of customers say this was the case in 2017, compared with 93% in 2016. 

• Discussion after service best handled by service advisors: Satisfaction is higher among customers whose service advisor helped locate and deliver the vehicle (842), compared with those who spoke with someone else (799) or who did not speak to anyone (748).

• Following up post-service is vital: Post-service follow-up calls are important not only to boost satisfaction, but also to detect and fix problems with the vehicle after customers have left the service centre. Nearly three in 10 customers who receive a follow-up call indicate there is a problem, with dealerships able to correct it 99% of the time. 

• Defection to non-authorized service facilities increases: The number of customers who say they have serviced their vehicle at a non-authorized facility has increased by 34 percentage points in 2017, compared with 2016 (43% vs. 9%, respectively.) Additionally, although brand recommendations and repurchase intentions are increasing slightly, the number of customers who say they “definitely would” revisit their authorized service dealer for warranty service has decreased by 9 percentage points (56% in 2017 vs. 65% in 2016). 

Study Rankings

Among the nine brands ranked in the study, Toyota ranks highest for the second consecutive year, with a CSI score of 848 points. Toyota performs particularly well in all five CSI factors and is the only brand outperforming the mass market average. 

The 2017 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 36 months of ownership. This study is based on responses from 1,681 new-vehicle owners who purchased their vehicle between October 2014 and December 2016 and took their vehicle for service to an authorized dealer or service centre between October 2016 and December 2017. The study was fielded online between October and December 2017. 

Now in its ninth 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 (25%); service advisor (20%); service initiation (20%); service facility (19%); and vehicle pickup (15%). 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [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, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand 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 

 

Luxury Automotive Service Satisfaction at Record High, JD Power Finds

2017-12-07

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MELBOURNE: 12 DEC. 2017— Australian luxury automotive service dealers continue to deliver a high level of customer service, with a considerable increase in satisfaction for the fourth consecutive year. For the first time since the study launch, all ranked luxury brands achieve a higher satisfaction score than mass market brands, according to the JD Power 2017 Australia Customer Service Index (Luxury) Study,^SM released today. 

Overall customer satisfaction—on a 1,000-point scale—increases in 2017 to 842, an 18-point improvement from last year. An increased effort by luxury brands is evident by the notable improvements in all five factors (listed in order of importance): service quality; vehicle pick-up; service advisor; service initiation; and service facility. 

This year’s study finds that although there is an increase in customers booking their vehicles for service via websites, overall satisfaction with this channel remains the lowest (825), compared with calling (844) and in-person (865). 

“Quality service advisors are an enormous asset and are instrumental to the success of authorised service centres,” said Loi Truong, Senior Country Manager at JD Power. “Advisors have one of the most demanding roles, and not all are equipped with the soft skills required to meet the high standards expected by luxury car owners. Smooth and hassle-free customer interaction has become even more important and has a demonstrable impact on customer satisfaction.” 

Moreover, satisfaction increases by 22 points above the luxury segment average when service advisors repeat requests to customers to ensure understanding. However, the incidence of customers indicating service advisors doing so has declined year over year (68% vs. 70%, respectively). 

Following are additional findings of the study:

• Servicing costs explanation is critical: While service costs increase, the explanation and communication of costs are as important as ever. Overall satisfaction among customers who receive explanations from the service advisor and pay what they expect is higher than among those who receive no explanation while also paying as expected (866 vs. 793, respectively). 

• Offering alternative transport is appreciated: Among customers who required transportation after dropping their vehicles off for service, overall satisfaction is highest among the 32% who were offered a free loan vehicle (855). Interestingly, satisfaction is the same among customers who were provided with a free ride and those who rented a vehicle at an additional charge (828). Overall satisfaction is 845 among the 47% of customers who did not require transportation from the dealership. 

• Fix it right the first time: For the first time since 2014, the percentage of customers saying that work was done right first time has declined across the luxury segment (93.5% in 2017 vs. 95.0% in 2016). Among luxury customers whose work on the vehicle was done right the first time, overall satisfaction is 852, compared with 693 among those who do not say the same. 

Study Rankings

Lexus ranks highest in satisfaction with after-sales service among owners of luxury brand vehicles, with a score of 869 points. Lexus performs particularly well in Service Advisor, Service Initiation and Vehicle Pickup. Mercedes-Benz (852) ranks second and Audi (840) third. 

The 2017 Australia Customer Service Index (Luxury) Study measures overall satisfaction with the vehicle service experience at an authorised service centre by examining five factors. 

Now in its fourth year, the study is based on responses from 547 luxury vehicle owners who purchased their new vehicle from August 2012 through September 2017 and took their vehicle for service to an authorised dealership service centre from August 2016 through September 2017. The study was fielded from August through September 2016. 

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, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand 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/about-us/press-release-info