Category: APAC

Decreasing Service Costs Improves Customer Loyalty with Dealers, JD Power Study Finds

2016-11-29

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Melbourne: 30 Nov. 2016 — Automakers’ efforts to keep customers coming back to their dealership for service are paying off with increased customer retention and profitability, according to the JD Power 2016 Australia Customer Service Index (CSI) Study^SM released today.

The study finds that 70% of customers surveyed in 2016 return for service to the same dealership from which they bought their vehicle, an increase from 60% in 2012.  The increased customer loyalty is attributed in large part to efforts automakers have made to ease concerns around servicing and maintenance costs, which include capped price servicing, service packages and longer warranty periods.

“Aftersales service contributes significantly to a dealer’s overall profitability,” said Mohit Arora, executive director at JD Power.  “Customer retention is a vital aspect of a dealer’s business that not only allows them to grow their business but also builds long-term customer relationships. Offering service packages and capped price servicing options entice customers to visit the dealership for their regular servicing needs, but it needs to be complemented with a proficient, convenient and an engaging customer experience.” 

One-third (33%) of customers say they chose their dealership for servicing because of a capped price servicing offer, an increase from 26% in 2015, while 16% of customers returned to their dealership for the service package offered, up from 8% last year.  Additionally, 52% of customers say they are covered by capped price servicing, up from 47% in 2015.  These automaker initiatives are helping to drive down costs incurred by their customers, as the average amount paid for service averages $296 in 2016, down from $326 in 2012.

Satisfaction and Loyalty

In the mass market segment of the study, overall customer satisfaction with the vehicle after-sales service experience at an authorised service centre improves for a third consecutive year to 809 index points (on a 1,000-point scale) in 2016, up from 797 in 2015. 

Driving the increase in satisfaction is dealerships’ focus on improving deployment of their service standards20% of customers say they received at least 15 of 16 service standards in 2016, an increase from 15% in 2012. Meeting service standards can improve satisfaction. Notably, returning the vehicle washed and vacuumed after service can increase satisfaction by as much as 40 index points.  

“Increased focus on deploying the service standards is resulting in overall improvement in the customer experience across dealerships in Australia,” said Loi Truong, senior country manager of Australia at JDPower. “Delighting customers translates to higher loyalty and advocacy.”

Among delighted customers (those whose overall satisfaction is 911 index points and above), 75% say they “definitely will” recommend the brand to family and friends, and 84% say they “definitely will” revisit their service dealer for paid service work. In contrast, among customers who are disappointed (scores of 733 index points and below), only 30% say they “definitely will” recommend the brand and only 13% say they “definitely will” revisit their service dealer for paid service work.

Additional findings of the study include:

• What’s the Cost? Satisfaction among the 68% of customers who received a detailed cost estimate of how much the work costs before service is performed is 821 index points. Satisfaction drops to 758 index points among customers who did not receive a cost estimate.
• Communicating with Customers: The study finds that 62% of customers received a notification from their dealer about their routine maintenance, up from 55% in 2012. Overall satisfaction among customers who are notified when their vehicle is due for maintenance is 827 points, compared with 780 among customers who did not receive a notification from their dealer.
• Satisfaction Highest in the South: Satisfaction among customers in the South Australia region is highest again this year (829 index points), and these customers also experienced the highest number of service standards (24% indicate having received at least 15 of the 16 service standards). By comparison, customers in the Australian Capital Territory have, on average, the lowest overall satisfaction (788 index points) and received the fewest number of service standards (just 15% indicate having received at least 15 of the 16 service standards). 

Australia Customer Service Index Rankings

Mazda ranks highest in customer satisfaction with dealer service among mass market brands, with a score of 834 index points. Mazda performs consistently well across all factors. Toyota ranks second (824), followed by Subaru (816) and Kia (812).

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

The 2016 Australia Customer Service Index (CSI) Study is based on responses from 4,666 owners who purchased their new vehicle between August 2011 and September 2016 and took their vehicle for service to an authorized dealership service centre between August 2015 and September 2016. The study was fielded from August through September 2016.

Media Relations Contacts 

Michelle Meng; JD Power; Beijing, China; +86 01 6569 2702; [email protected]

Geno Effler; JD Power; Troy, Michigan, USA; 001-714-621-6224; [email protected]

About JD Power in the Asia Pacific Region 

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

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

 

Automakers Struggle to Please Young, Affluent Consumers in Taiwan, JD Power Study Finds

2016-10-14

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SINGAPORE: 21 Oct. 2016 — The percentage of young luxury-vehicle owners in Taiwan is increasing rapidly, creating challenges for the automotive servicing industry, according to the JD Power 2016 Taiwan Customer Service Index (CSI) Study^SM luxury market segment, released today.

The proportion of luxury car owners under the age of 40 has grown in the past five years to 36% in 2016 from 25% in 2012. Yet, satisfaction with dealer service is significantly lower among young, affluent owners than among their older counterparts (834 vs. 850, respectively, on a 1,000-point scale). Furthermore, only 27% of owners under 40 say that their last service experience was “better than expected,” compared with 41% of owners 40 and older who say the same.

“The younger generation is used to a life defined by speed and efficiency and, therefore, is extremely intolerant of errors or delays,” said Kaustav Roy, director at JD Power. “Further intensifying a dealership’s difficulties in pleasing younger customers is their vociferous online research for other owners’ reviews and experiences, which heightens their expectations for their own vehicle-servicing experience.”

Satisfying this younger generation of luxury buyers is critical because satisfied customers are more loyal than dis-satisfied customers. Among customers who are highly satisfied with their dealer service (overall service satisfaction scores of 912 or higher), 54% say they “definitely would” revisit the same dealership for post-warranty service, compared with only 20% of those who are highly dissatisfied (scores of 783 or lower).

The study finds that there are three major areas in which the differences in satisfaction between the two generational groups of customers are markedly divergent, even though the service treatment is the same: waited 3 days or more for an appointment (824 for under 40 vs. 847 for 40 and older); took 3 hours or more to service vehicle (803 vs. 824); and vehicle returned not cleaner (795 vs. 832). Lower satisfaction despite the same service highlights different expectations of younger customers.

The study also finds that the 31% owners who chose the service dealer because they bought their vehicle there are likely to be less satisfied, compared with those who chose their dealer based on reliability of service (834 vs. 858, respectively). Additionally, the proportion of customers who say they “definitely would” revisit the service dealer for post-warranty service has decreased to 38% in 2016 from 51% in 2015.

“One service dealer’s loss is another service dealer’s gain,” said Aaron Lee, country manager at JD Power. “The fact that quality of service makes such a great impact on satisfaction levels suggests that a dealer that may have lost the sale can regain it with great after-sales service.” 

Now in its 19th year, the study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors (listed in order of importance): service quality; service initiation; vehicle pick-up; service advisor; and service facility. The study examines service satisfaction in the luxury market segment. Satisfaction is calculated on a 1,000-point scale.

Following are additional key findings of the study:

• Time Taken for Servicing Increases: The average servicing time has increased to 2.6 hours in 2016 from 2.2 hours in 2015. Four in 10 customers indicate waiting 3 hours or more for their service to be completed, up from 27% in 2015. 
• Customers Who Stay At the Dealership Are Happier: The study finds that 35% of luxury-vehicle owners leave the dealership and return later while their vehicle is being serviced, an increase from 23% in 2015. Overall satisfaction among customers who leave and return the dealership is 800, compared with 867 among those who remain at the dealership for the duration of the service visit. Among customers who leave the dealership, 71% indicate that the dealership doesn’t provide transportation, eroding satisfaction to 783.
• Cost of Overall Ownership Decreases: The cost of ownership averages NT$5.5 per km in 2016, a 7% decrease from 2015. The drop in overall ownership costs is due largely to an 8% reduction in the monthly fuel expenditure. 

Study Rankings

Overall customer service satisfaction in the luxury segment averages 844. Lexus and Mercedes-Benz rank highest in a tie in service satisfaction, each with a score of 856. Lexus performs particularly well in service initiation and service facility, while Mercedes-Benz performs particularly well in service advisor, vehicle pick-up and service quality. 

The 2016 Taiwan Customer Service Index Study is based on responses from 773 vehicle owners in the luxury segment who received delivery of their new vehicle between March 2014 and June 2015 and took their vehicle for service to an authorized dealer or service centre between September 2015 and June 2016. The study was fielded from March through June 2016.

Media Relations Contacts

XingTi Liu; JD Power; Singapore, 068811; 65-67338980; [email protected]

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

About JD Power in the Asia Pacific Region 

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

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

 

Cashback Rewards Feature Losing Its Lustre for Cardholders in Singapore, JD Power Finds

2016-10-26

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SINGAPORE: 27 Oct. 2016 — More than half (52%) of credit cardholders in Singapore say they are motivated to use their primary card because of the ability to receive cashback rewards, but these cardholders end up being notably less satisfied with their issuer, according to the JD Power Singapore Credit Card Satisfaction Study,^SM released today.

The study, now in its second year, measures customer satisfaction with their credit card issuer by examining six key factors: interaction; credit card terms; billing and payment; rewards; benefits and services; and problem resolution. Satisfaction is calculated on a 1,000-point scale.

Among cardholders who choose their card based on cashback, overall satisfaction is 712 and their monthly spend averages $1,022. In contrast, among cardholders who choose their card based on service-related reasons, such as better mobile/tablet app for account management, better customer service and better benefits, satisfaction scores are significantly higher (785, 753 and 745, respectively).

“Card issuers have been aggressively pushing cashback rewards cards into the marketplace and, to a certain extent, they are rightly responding to the rising demand that customers have for this reward,” said Gerrit Kuyntjes, vice president and general manager at JD Power. “However, in doing so, they elevate customers’ expectations of cashback rewards to unrealistic levels. Failure to deliver on those perceived expectations will have a substantial negative effect on customer satisfaction since more than half of their customer base is expecting this perk.”

Additionally, the study finds that 20% of cardholders indicate the rewards programme offered by their primary card is unattractive, underlining the need for card issuers to design rewards that better meet changing customer desires.

The study also illustrates the effect low satisfaction has on retention rates. Among highly dissatisfied customers (overall satisfaction scores of 611 and lower), 26% say they “probably/ definitely would” switch cards in the next 12 months. In contrast, among customers who are highly satisfied (overall satisfaction scores of 787 and higher), the defection level drops to 15%.

Mobile Digital Wallets Off to a Promising Start

More than one-fourth (26%) of cardholders now use mobile digital wallet technology such as Apple Pay, Android Pay, Google Wallet or Samsung Pay, which was launched earlier this year. Early adopters of this technology—nearly half of whom use Apple Pay—indicate greater satisfaction with their card issuer and have higher spend on their credit card.

The average satisfaction score among users of mobile digital wallets is 718, which is 29 points higher than among those who do not use digital wallets. Additionally, mobile digital wallet users spend an average of $1,183 monthly, or $280 higher than among those who do not.

“It is encouraging to see mobile digital wallet technology not only gaining traction but also helping to increase customer satisfaction with their credit card issuer,” said Gordon Shields, director at JD Power. “Card issuers should continue to press on in their marketing efforts to further educate customers on the benefits of switching to digital wallets.”

The following are additional findings of the 2016 study:

• Mobile Wins Big: Mobile app usage has increased this year to 29%, up from 21% in 2015. Satisfaction among customers who use their credit card issuer’s mobile app is 725, compared with 685 among those who do not use a mobile app.
• Reward Programmes Continue to Confuse: Nearly 18% of cardholders perceive that card issuers are making their rewards programmes harder to understand. The changing conditions for cardholders to earn and redeem rewards, as well as limitations on offers and promotions, can make it difficult for cardholders to get the most out of their cards.
• Lack of Understanding of Credit Card Terms: Foreign currency and transaction fees are the most common areas in which customers lack understanding. Nearly half (47%) of all cardholders say they partially understand or completely do not understand foreign currency and transaction fees.
• Low Interest Rate Awareness: More than one-third (37%) of cardholders are not aware of their credit card interest rate. Even among customers who carry a balance on their credit card, and hence are affected more by an Annual Percentage Rate (APR) on their outstanding balance, 40% say they partially or do not at all understand their interest rate.
• Problem Incidences Decline from Last Year: Only 10% of customers have experienced a problem with their card in the past 12 months, a decline of four percentage points from last year. Late or annual fees is the problem most commonly reported by customers (29%), followed by issues with rewards programmes (16%). However, satisfaction is most affected if the problem is related to poor customer service.

Study Rankings

American Express ranks highest in credit card customer satisfaction for a second consecutive year with an overall satisfaction score of 738. American Express performs particularly well in five of the six study factors: interaction; credit card terms; billing and payment; rewards; and benefits and services.

POSB and Citibank rank second and third with scores of 706 and 698, respectively. POSB performs particularly well in the customer interaction and billing & payment factors, while Citibank performs particularly well in billing & payment.

The 2016 Singapore Credit Card Satisfaction Study is based on responses from 2,927 cardholders. The study was fielded in August-September 2016.

Media Relations Contacts

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

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

About JD Power in the Asia Pacific Region

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

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

 

Vietnam Dealers Improve New-Vehicle Shopper Satisfaction amid Record Sales, JD Power Finds 

2016-10-27

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SINGAPORE: 31 Oct. 2016 — Amid rapid new-vehicle sales growth in Vietnam, dealers remain focused on their customers, which is helping boost overall satisfaction with the sales process, according to the JD Power 2016 Vietnam Sales Satisfaction Index (SSI) Study,^SM released today.  

New-vehicle sales in Vietnam are expected to reach 300,000 in 2016, a 30% increase from 2015 and a new record for the country. Dealers are driving positive sales results and improving overall satisfaction, which increases to 793 on a 1,000-point scale, up from 786 in 2015. 

Yet all is not perfect at the dealership. As showroom traffic surges, shoppers are increasingly indicating that the dealer facilities are not as comfortable and well-maintained as in previous years. In particular, 10% of shoppers indicate that they were not offered any refreshments during their visit, a sharp increase from 2015 when 99% of shoppers were served food and drinks. Additionally, 4% customers found the dealer restrooms unclean or not well-maintained, up from 2% last year.

Customers are also experiencing more problems in their interactions with their purchase dealer. The proportion of customers experiencing uncomfortable pressure during the shopping process—such as the pressure to buy a vehicle without the exact options desired or to put down a higher down payment—has increased to 7% in 2016 from 2% in 2015. Additionally, 21% of customers have encountered at least one problem, such as small selection of models in stock, the salesperson not being able to answer their questions or the salesperson being insincere, up from 6% in 2015.

“The Vietnam automotive industry is experiencing high growth due to the country’s economic stability and higher purchasing power by consumers, many of whom are purchasing a car for the first time,” said Mohit Arora, regional vice president at JD Power. “This is the time for the industry to be extremely disciplined in providing a consistent sales experience in order to position itself successfully for sustainable business expansion.”

More Customers Financing their New-Vehicle Purchases

The study finds that 21% of buyers are financing their new-vehicle purchase through loans, up from 8% in 2015 and the highest level since the study’s inception in 2009. However, customers who finance with a loan are notably less satisfied than those who pay with cash (749 vs. 805, respectively). 

The primary source of dissatisfaction with the loan process lies mainly with the 58% of customers who arrange their own vehicle financing, an increase from 34% in 2015. On average, satisfaction among these customers is lower than among those whose dealer arranges the financing on their behalf (738 vs. 764, respectively). Furthermore, 10% of customers who arrange their own financing find the terms of their loan to be worse than their initial expectations, more than double the proportion in 2015.

“Vehicle financing can be a very daunting process for car buyers, especially for those who have no prior experience in purchasing a vehicle,” said Loïc Péan, senior manager at JD Power. “Car buyers may feel a desire to control the financing process by handling it on their own. However, dealers that can demonstrate transparency and navigate this loan process for the customer can benefit from higher levels of trust and satisfaction.”

The study finds that among highly satisfied customers (overall satisfaction scores of 865 and higher), 86% say they “definitely would” service their vehicle at their purchase dealer and 51% say they “definitely would” recommend the brand to family and friends. In contrast, among customers who are highly dissatisfied (scores of 728 and lower), only 46% say they “definitely would” service at the same dealer and only 25% say they “definitely would” recommend the brand to others.

Following are additional key findings of the study: 

• Delivery Timing Increases: More than a third (37%) of buyers say they had to wait 13 days or longer to receive delivery of their new vehicle, up from 27% in 2015. Satisfaction with delivery timing decreases significantly to 762 when it takes two or more weeks to receive the vehicle, compared with 811 when the delivery takes less than two weeks.
• Shoppers Are Less Decisive: Nearly three-fourths (73%) of buyers say they had pre-decided on either their vehicle brand or exact model before beginning the shopping process, down from 88% in 2015. Additionally, 43% shoppers say they seriously considered at least one model other than the one they finally purchased, up 5 percentage points from 2015. 
• Salesperson Compares Features with Competitor Models: The study finds that 75% of shoppers ask their salesperson to compare their target vehicle with competitor models, up from 61% in 2015. Among them, overall satisfaction with sales initiation averages 791 when the salesperson is able to provide a comparison with other models, and slides to 734 when the salesperson does not make comparisons.

Study Rankings

Among the eight mass market brands ranked in the study, Toyota ranks highest in overall sales satisfaction for a second consecutive year, with a score of 813. Toyota performs particularly well across all factors. Honda and Mazda rank second in a tie, each with a score of 798.

Now in its eighth year, the study examines sales satisfaction in the mass market segment using six factors that contribute to overall customer satisfaction with the new-vehicle purchase experience (in order of importance): salesperson (21%); delivery timing (18%); dealer facility (17 %); sales initiation (17%); delivery process (14%); and deal (14%). 

The 2016 Vietnam Sales Satisfaction Index (SSI) Study is based on responses from 1,655 new-vehicle owners who purchased their vehicle from September 2015 through July 2016. The study was fielded from April through July 2016. 

Media Relations Contacts

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

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

About JD Power in the Asia Pacific Region 

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

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

 

As More Luxury Vehicle Shoppers Consider Multiple Brands; Asking the Right Questions Critical in Decision-Making, JD Power Study Finds

2016-09-19

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SINGAPORE: 23 Sept. 2016 — Nearly one-fourth of luxury new-vehicle buyers in Taiwan are visiting dealer showrooms with an open mind, knowing that they want to buy a car but not deciding ahead of time on any brand or model, according to the JD Power 2016 Taiwan Sales Satisfaction Index (SSI) Study^SM luxury segment, released today.

The study finds that 23% of vehicle shoppers are undecided when they visit a dealership in 2016, an increase from 17% in 2015, which creates a challenge for dealers to satisfy these shoppers. Overall satisfaction among customers who were undecided before visiting a dealership is 799 points (on a 1,000-point scale), while satisfaction among those who had decided on their vehicle choice beforehand is 805. 

“Even though undecided customers are harder to satisfy, this is still a positive development for the industry as the window of opportunity for dealers is now open to multiple brands,” said Kaustav Roy, director at JD Power. “Dealers previously do not even get a chance to make an impression on fiercely one-minded customers as the likelihood of them visiting their showrooms was low but now the playing field is being levelled.”

The study also finds that the salesperson play a critical role in helping the undecided shopper crystallize their decision-making process. The right questions, when asked by the salesperson, also have the effect of lifting satisfaction levels by up to 28 points above the industry average. The top three most impactful questions for undecided customers are the intended usage of the new vehicle, budget and the reasons for buying the vehicle. In contrast, the questions that matter to pre-decided customers are the preferred payment method, intended main user of the vehicle and the budget.

“Salespeople have to be savvy to assess their customers’ propensity to purchase and probe them with thoughtful questions, “said Aaron Lee, country manager at JD Power. “That will help them to make recommendations that fit the specific needs of the buyer and enable them to be well-positioned to make a sale.”

Additionally, the study also finds that undecided customers are more likely to report that they felt that the deal was not in their favor. More than one-third (34%) of customers who were undecided during the shopping process indicate that they felt the price was higher than expected, compared with only 18% of those who were resolute in their vehicle choice. Additionally, undecided customers indicate having faced more pressure from their salesperson during the entire sales process than those who had decided on their make and model (9% vs. 4%, respectively).

Following are additional key findings of the study:

• Customers Least Satisfied with the Deal: Among the six study factors measured in the study, satisfaction is lowest in deal (780) and delivery timing (796). 
• Delivery Time Is Critical: Customers expect their vehicle to be delivered within three weeks of ordering. Overall satisfaction is 825 when the vehicle is delivered within three weeks. However, for the 40% of customers who received their vehicle after three weeks from the booking, overall satisfaction drops to 773. 
• Sales Transaction Time: Customers expect their sales transaction to be completed within four days. The study finds that 66% customers waited five or more days for the sale to be completed, up from 55% in 2015. When the dealer takes five or more days to complete the transaction, overall satisfaction drops to 790. 
• Satisfaction pays off in loyalty and advocacy: Among highly satisfied customers (SSI scores of 883 or higher), 53% say they “definitely would” purchase the same brand of vehicle and 59% say they “definitely would” recommend the brand to family and friends. In contrast, among customers who are highly dissatisfied (SSI scores of 722 or lower), only 11% say they “definitely would” repurchase the same brand and only 52% say they “definitely would” recommend the brand to others.

About the Study

Now in its 18th year, the study examines six factors that contribute to overall customer satisfaction with the new-vehicle purchase experience. In order of importance, they are delivery process (20%); dealership facility (20%); salesperson (19%); deal (16%); delivery timing (13%); and sales initiation (12%). Sales satisfaction performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction. This study examines sales satisfaction in the luxury market segment.

Study Rankings

Overall sales satisfaction in the luxury segment averages 804 points in 2016. Among the five brands included in the segment, Mercedes-Benz ranks highest in satisfaction with a score of 811. Mercedes-Benz performs particularly well across all six factors. BMW ranks second with a score of 804, while Lexus ranks third with a score of 799.

The 2016 Taiwan SSI Study luxury segment is based on responses from 559 new-vehicle owners of luxury brands who purchased their vehicle between July 2015 and March 2016. The study, which was fielded from January through May 2016, measures new-vehicle owner satisfaction with the sales and delivery experiences from authorized dealers in Taiwan.

Media Relations Contacts

XingTi Liu; JD Power; Singapore, 068811; 65-67338980; [email protected]

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

About JD Power in the Asia Pacific Region 

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

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

 

Service Advisors Fail to Convince Customers of Service Needs, JD Power Study Finds

2016-09-28

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SINGAPORE: 30 Sept. 2016 — Vehicle owners rejecting their service advisor’s recommendations for work that needs to be done on their cars has doubled to 34% in 2016 from 17% in 2014, according to the JD Power 2016 Taiwan Customer Service Index (CSI) Study^SM mass market segment, released today.

Among owners who reject the recommendations, 77% say they are not convinced by their service advisor that the work is necessary. This presents a double setback for authorized dealers, as these customers spend NT$700 less per service visit and they have lower overall satisfaction than those who have their advisor’s recommended work performed (813 vs. 829, respectively, on a 1,000-point scale). 

Dealers are also at greater risk of losing future business from customers who do not accept their service advisor’s recommendations. Among these customers, only 23% say they “definitely would” return to their service dealer for post-warranty service, compared with 36% of those who accept their advisor’s recommendations who say the same.

Customers who accept their service advisor’s recommendations have a higher level of engagement with their advisor, particularly in the following areas: paid attention to details (99%); performed an inspection of vehicle (97%); and provided helpful advice (96%).

“In a mature market like Taiwan, where customers are savvier and more likely to refer to multiple sources on the web for information, they tend to form their own opinions on the work that is necessary,” said Kaustav Roy, director at JD Power. “However, it is clear that those who accepted their service advisor’s recommendations are more satisfied, indicating that dealers need to proactively ensure their advisors are providing the right explanations and recommending the right value-added services based on the genuine needs of the customer.”

Additionally, the study finds that there is an upward trend of customers scheduling an appointment for their service, increasing to 88% in 2016 from 61% in 2012. Overall satisfaction is higher among customers who scheduled their service than among those who dropped in without an appointment (826 vs. 807, respectively). 

“Customers expect a high-quality service experience, not just when they are physically at the dealerships, as their expectations are shaped even before they enter the dealership,” said Aaron Lee, country manager at JD Power. “This underscores the importance of having a robust and hassle-free scheduling service system, whether by phone or the internet, to ensure that the customer is delighted at every interaction.”

Following are additional key findings of the study:

• Two Hours Is Maximum Service Time: Customers expect their vehicle to be serviced within two hours. When service is completed within two hours, overall satisfaction averages 830, and falls to 805 when the wait is three or more hours. More than one-fourth (27%) of customers indicate waiting three or more hours for completing the service to their vehicle in 2016, up from 21% in 2015. 
• Fewer Vehicles Returned Clean: Fewer customers indicate that their vehicle was cleaner after service in 2016, compared with last year (64% vs. 73%, respectively). When the vehicle is returned cleaner after service than when it arrived, overall satisfaction increases to 841, compared with 792 when it’s not returned cleaner.
• Service Standards Implementation by Dealers: The study identifies 22 service standards that enhance the overall after-sales service experience. Customers expect a minimum of 21 of those 22 standards to be met in order to have a positive service experience. When 20 or fewer sales standards are met, satisfaction drops to 797, compared with 856 when all 22 sales standards are met.

Study Rankings

Overall customer service satisfaction in the mass market segment averages 823. Nissan ranks highest in satisfaction among the 10 brands ranked in the segment, with a score of 862. Nissan performs particularly well across all five factors. Luxgen and Mitsubishi rank second (in a tie) with a score of 831.

About the Study

Now in its 19th year, the study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors (listed in order of importance): service quality; service initiation; vehicle pick-up; service advisor; and service facility. The study examines service satisfaction in the mass market segment.

The 2016 Taiwan Customer Service Index Study is based on responses from 2,863 vehicle owners in the mass market segment who received delivery of their new vehicle between March 2014 and June 2015 and took their vehicle for service to an authorized dealer or service centre between September 2015 and June 2016. The study was fielded from March through June 2016.

Media Relations Contacts

XingTi Liu; JD Power; Singapore, 068811; 65-67338980; [email protected]

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

About JD Power in the Asia Pacific Region 

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

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

 

Car Dealers Make Strides in Satisfying Customers, But Are Still Challenged By Customers’ Increased Focus on Price, JD Power Study Finds

2016-09-28

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BANGKOK: 30 September 2016 — With declining new-vehicle sales in Thailand, automotive dealers are paying closer attention to their customers, which is resulting in higher customer satisfaction with the new-vehicle sales experience, according to the JD Power 2016 Thailand Sales Satisfaction Index (SSI) Study,^SM mass market segment, released today.

As the automotive industry in Thailand suffers its fourth consecutive year of declining sales, automotive dealers are working even harder as they compete for business from a smaller pool of buyers. And customers are appreciating the extra attention they are getting from the dealership, as overall satisfaction with the sales process improves to 811 (on a 1,000-point scale) in 2016 from 801 in 2015. Furthermore, the proportion of delighted customers—those who rate their overall purchase experience 10 (on a 10-point scale)—increases to 22% from 8% a year ago.  

“Dealers overall are doing a great job of enhancing the sales process to delight customers, and they must remain committed to this cause,” said Siros Satrabhaya, country manager at JD Power Thailand. “Focusing on price cuts and giveaways to attract customers is not sustainable in the long run. Instead, dealers must work on developing personal connections with their customers so that when the market picks up, they will be better positioned to gain from customers’ repurchase and recommendation activities.”

Customers are increasingly driving a harder bargain, with their pre-shopping research focusing on learning where to get the best deal. The study finds that 58% of customers are using the internet to research their new-vehicle purchase, and two of the three most often searched topics are related to getting the best deal: vehicle pricing (78%); product brochures (60%); and promotions (52%).

Additionally, 51% of all customers indicate receiving discounts and getting additional freebies from their dealer, including accessories (93%); first year of auto insurance (86%); and vehicle service packages (18%). Despite receiving discounts and more freebies, 9% of customers say they paid more than expected for their vehicle, a sharp increase from 2% in 2014.

“To lift satisfaction levels even higher, salespeople who are able to demonstrate how the vehicle is a value-for-money product can help steer customers away from being fixated on the price,” said Satrabhaya. “Understanding their customers, their family profile and their usage needs, along with providing relevant comparisons with competing models are some effective ways to achieve that.”

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

Following are additional key findings of the study: 

• Shoppers Bypassing Auto Manufacturers’ Websites: When using the internet to research cars for purchase, customers are twice as likely to browse the auto section of consumer/ news website or web portals (78%) as manufacturer websites (37%).
• Salespeople Handling Vehicle Financing: Nearly two-thirds of the vehicle finance application cases are handled by the salesperson. Overall satisfaction with the deal is higher (801) when the application is handled by the salesperson rather than someone at the dealer’s finance desk (787) or the finance company itself (762).
• More People Are Sharing Cars: The percentage of customers who share the use of their new vehicle has increased to 46% in 2016 from 36% in 2015. Additionally, 47% of customers say that at least three or more people typically ride in the vehicle, a 5 percentage point increase from 2015.
• Satisfied Customers Are More Loyal, Provide Recommendations: Among highly satisfied customers (overall satisfaction scores of 910 and higher), 64% say they “definitely would” purchase the same brand of vehicle and 81% say they “definitely would” recommend the brand to family and friends. In contrast, among customers who are highly dissatisfied (scores of 727 and lower), only 38% say they “definitely would” repurchase the same brand and only 49% say they “definitely would” recommend the brand to others. 

Study Rankings

Isuzu ranks highest in sales satisfaction for a second consecutive year, with a score of 822. Isuzu performs particularly well in the sales initiation, dealer facility, deal, salesperson and delivery process factors. Honda and Toyota rank second in a tie, each with 814, while Suzuki ranks fourth with 813.

 The 2016 Thailand Sales Satisfaction Index (SSI) Study is based on responses from 2,560 new-vehicle owners who purchased their vehicle from August 2015 through April 2016. The study was fielded from February through June 2016.

Media Relations Contacts

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

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

About JD Power in the Asia Pacific Region 

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

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

 

Service Appointments Boost Customer Satisfaction In Vietnam’s Booming Auto Industry, JD Power Study Finds

2016-09-28

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SINGAPORE: 30 Sept. 2016 — Steady growth of new-vehicle sales in Vietnam is increasing the volume of service traffic at dealerships; thus, customers who schedule their regular maintenance service visit at their authorized service center are more satisfied than those who do not, according to the JD Power 2016 Vietnam Customer Service Index (CSI) Study^SM mass market segment, released today. 

The 2016 study finds that 31% of vehicle owners make an appointment, a 5 percentage point increase from 2015. Overall satisfaction is higher among customers who have an appointment than among those who simply drop in at the service center (851 vs. 841, respectively, on a 1,000-point scale). Among customers who do not make an appointment, 64% drop in for service before 10 a.m.  Additionally, 74% of customers with a scheduled appointment arrive at the dealership before 10 a.m., which creates a challenge for service dealers to cope with the volume of customers during the morning hours.

“The Vietnam auto market is on an upward trajectory, and it is imperative that dealers further refine their processes in order to manage the increasing volume of service business,” said Loïc Péan, senior manager at JD Power. “When dealers can incentivize customers to make service appointments, both parties benefit: customers tend to have their vehicle serviced faster and dealers benefit from greater loyalty that comes with satisfied customers.”

A key area on which dealers need to focus is service initiation. Surprisingly, 30% of customers with an appointment had to wait, compared with only 17% of those who dropped by. Moreover, customers with an appointment had an average wait time of 11 minutes before they met with their service advisor, longer than the 9 minutes drop-in customers had to wait.

“Service advisors should not keep customers waiting, especially when they schedule their visit,” said Péan. “This indicates the need to improve the management of the appointment process.”

Péan also noted that the vehicle hand-over process after service is completed should take less than 20 minutes. When the hand-over process takes less than 20 minutes, overall satisfaction is 850. Overall satisfaction among the 50% of customers who say the process took 20 minutes or more is 838.

Now in its eighth year, the study measures new-vehicle owner satisfaction with the after-sales service experience by examining dealership performance in five factors (in order of importance): service quality (33%); service initiation (31%); vehicle pick-up (14%); service facility (12%); and service advisor (10%). 

Following are additional key findings of the study: 

• Satisfaction Is Improving: Overall customer satisfaction with the after-sales service experience improves by 7 points to 844 in 2016. Satisfaction improves year over year in each factor, with the largest increases in service facility (+15 points) and service advisor (+13). 
• Listening to the Advisor’s Advice: The proportion of customers who had all of their service advisor’s recommended work performed increases to 86% in 2016, up from 79% in 2015. 
• More Customers Leave the Service Facility during Service: A growing proportion of customers who drop off  their vehicle for service (20%) leave the service center and return later to pick it updouble the proportion from 2015. However, satisfaction is higher among customers who stay at the service facility than among those who do not (848 vs. 829, respectively), in part because the level of comfort at dealerships has improved.
• Vehicles Returned Clean: There is a dramatic improvement in the proportion of customers who indicate that their vehicle was returned cleaner after service in 2016, compared with last year (87% vs. 56%, respectively).
• Satisfied Customers Are More Loyal and Provide More Recommendations: Among highly satisfied customers (overall satisfaction scores of 886 and higher), 66% say they “definitely would” revisit their service dealer for post-warranty service and 57% say they “definitely would” recommend it to a friend/ relative. In contrast, among customers who are highly dissatisfied (scores of 802 and lower), only 33% say they “definitely would” revisit the service center after the warranty period and only 40% say they “definitely would” recommend it to others. 

Study Rankings

Among the eight brands ranked in the study, Honda and Toyota rank highest in a tie, each with a score of 857. This is the second consecutive year Honda has ranked highest. Honda performs particularly well in the service initiation and vehicle pick-up factors. Toyota performs particularly well in the service advisor, service facility and service quality factors. 

The 2016 Vietnam Customer Service Index (CSI) Study measures overall satisfaction among vehicle owners who visited an authorized dealer/ service center for maintenance or repair work during the first 12 to 24 months of ownership. This study is based on responses from 1,609 new-vehicle owners who purchased their vehicle between April 2014 and July 2015 and took their vehicle for service to an authorized dealer or service center between October 2015 and July 2016. The study was fielded between April and July 2016.

Media Relations Contacts

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

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

About JD Power in the Asia Pacific Region 

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

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

 

Customers Are Spending More to Buy Entry SUVs;Popularity Soars and So Does Satisfaction, JD Power Study Finds

2016-09-29

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SINGAPORE: 3 Oct. 2016 — Entry SUVs¹ are quickly gaining popularity among Indonesian vehicle buyers, with owners spending an median of 21 months of their household income to purchase a vehicle in this highly aspirational segment, compared with 18 months for the rest of the market, according to the JD Power 2016 Indonesia Sales Satisfaction Index (SSI) Study^SM mass market segment, released today.

The market share of entry SUVs has doubled in the past three years to 16% in 2016 from 8% in 2014. Overall satisfaction with the new-vehicle sales process is higher among owners of entry SUV models, compared with industry average (774 vs. 770, respectively, on a 1,000-point scale). 

The study finds that the factors driving owners’ decisions to purchase an entry SUVs are style-related, such as desired vehicle body type (20%) and attractive design and styling (18%). Owners of vehicles in other segments say their priority for purchase is primarily driven by cost issues, such as good fuel efficiency (21%). 

“Even though the Indonesian automotive industry is facing some challenging times, it is encouraging to see entry SUVs bucking this trend with healthy sales volumes,” said Kaustav Roy, director at JD Power. “Entry SUV owners are not only accepting the higher price tag, but they are also more highly satisfied with the shopping process, demonstrating that auto dealers can also thrive in trying times with the right product lineup and strong sales processes.”

A higher proportion of entry SUV owners indicate receiving the following activities from their dealers, compared with owners of vehicles in other segments: demonstrations during test drives (35% vs. 30%, respectively); receiving a thorough explanation of the vehicle during the delivery process (85% vs. 79%); and receiving their vehicle at the promised delivery time (63% vs. 59%).

Websites of Interest to Vehicle Buyers

Nearly three in 10 (29%) customers in Indonesia are turning to the internet as a source of information for vehicle prices (73%), technical specifications (44%) and vehicle features or accessories (40%). However, customers are more likely to collect the information from the auto section of a consumer/ news website or a web portal (60%) rather than manufacturer websites (10%).

“Manufacturers’ websites are the most authentic and credible sources of information for any website visitor, yet only 10% of internet shoppers are referring to them for information,” said Srabani Bandyopadhyay, country manager at JD Power. “Manufacturers need to identify the gaps that exist between their content and what is being offered on alternative sites, and adjust their content accordingly.”

Now in its 16th year, the study examines six factors that contribute to overall new-vehicle owner satisfaction with their purchase experience (listed in order of importance): delivery timing; delivery process; salesperson; sales initiation; dealer facility; and deal. Satisfaction is calculated on a 1,000-point scale with a higher score indicating higher satisfaction.

Following are additional key findings of the study:

• Median Price of Vehicle: The median price of a new vehicle in Indonesia has increased 11% to Rp209 million in 2016 from Rp188 million in 2015. Customers are noticing the price increase, as 12% of owners say the price is higher than they expected, up from 9% in 2015.
• More Problems at Dealership: More customers (11%) are experiencing frustrations and problems while new-vehicle shopping—like a small selection of models in stock and insufficient staff to handle customers during the sales process—compared with only 7% in 2015. Overall satisfaction among customers who experience problems averages 726, compared with 776 among those who do not experience problems. 
• Vehicle Hand-Over Time: While 96% owners have their vehicle delivered to their home, customers expect the salesperson to spend at least one hour during the hand-over process. When the salesperson spends less than one hour during delivery, satisfaction with the delivery process drops to 772, compared with 779 when the salesperson spends more time during delivery.
• Satisfaction Increases Loyalty and Advocacy: Among highly satisfied customers (SSI scores of 811 or higher), 35% say they “definitely would” purchase the same brand of vehicle and 55% say they “definitely would” recommend the brand to family and friends. In contrast, among customers who are highly dissatisfied (SSI scores of 730 or lower), only 21% say they “definitely would” repurchase the same brand and only 32% say they “definitely would” recommend the brand to others.

Study Rankings

Daihatsu ranks highest in sales satisfaction among mass market brands in Indonesia, with a score of 776. Daihatsu performs particularly well across all factors. Honda ranks second with a score of 772, while Mitsubishi ranks third with 769.

The 2016 Indonesia SSI Study is based on responses from 2,452 new-vehicle owners who purchased their vehicle from September 2015 through June 2016. The study was fielded from March through August 2016 and measures new-vehicle owner satisfaction with the sales and delivery experience from authorized dealers in Indonesia.

Media Relations Contacts

XingTi Liu; JD Power; Singapore, 068811; 65-67338980; [email protected]

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

About JD Power in the Asia Pacific Region 

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

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

1. The entry SUV segment is defined by JD Power and may differ from manufacturers’ definitions. Examples of entry SUVs in Indonesia per JD Power’s definition are Daihatsu Terios; Honda BRV; Honda HR-V; Mazda CX-5; Mitsubishi Outlander Sport; and Toyota Rush.

 

New Model Introductions Lift Satisfaction in Sluggish Malaysian Auto Market, JD Power Finds

2016-10-05

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Mitsubishi Ranks Highest in Sales Satisfaction in Malaysia

KUALA LUMPUR: 7 Oct. 2016 — Customer satisfaction with the new-vehicle shopping process is increasing in Malaysia, providing a positive counterpoint in an auto industry weakened by a sluggish economy, vehicle price hikes and GST implementation, according to the JD Power 2016 Malaysia Sales Satisfaction Index (SSI) Study,^SM released today.

Facing declining sales volume, the automotive industry has been focused on driving improvements in the sales experience in an effort to woo customers who are currently hesitant to make big-ticket purchases. The overall sales satisfaction score of 789 (on a 1,000-point scale) in 2016 is a significant improvement of 37 points from last year.

Newly launched models—those launched from August 2015 to May 2016—contribute to the rise in satisfaction compared with existing models (804 vs. 787, respectively). Additionally, new-model buyers have a more satisfying shopping experience, as the incidence of salespeople offering a test drive (73%), demonstrating features  during test drives (54%) and contacting  customers to ensure everything was satisfactory (66%) are higher, compared with existing-model buyers.

“The excitement that surrounds a new model launch has the ability to draw customers into the showrooms,” said Mohit Arora, regional vice president at JD Power. “Car dealers that fully capitalize on their customers’ heightened interest with an energizing shopping experience can gain from highly satisfied customers who are more likely to repurchase and recommend.”

The study finds fewer incidences of problems experienced by customers during the shopping process. Nine in 10 (92%) customers indicate having a problem-free experience, an 11 percentage point improvement from last year. Furthermore, salespeople are more focused on providing comprehensive explanations on features and benefits (94%) and thorough explanations during delivery (95%).

“The tremendous effort in providing customers with an issue-free sales experience will pay off on building long-term customer relationships,” said Rajaswaran Tharmalingam, country head of Malaysia at JD Power. “When the market picks up, their efforts will be rewarded with an increase in sales volume and customer loyalty.”

Now in its 14^th year, the study examines sales satisfaction in the mass market segment across six factors that contribute to overall customer satisfaction with the new-vehicle purchase experience (in order of importance): salesperson (19%); dealer facility (19%); delivery timing (17%); deal (16%); delivery process (16%); and sales initiation (13%). Sales satisfaction is calculated on a 1,000-point scale.

Following are additional findings of the 2016 study:

• Narrowing Gap between Domestic and International Brands: Overall satisfaction with domestic brands has increased to 783 in 2016 from 736 in 2015, closing the gap with international brands to 11 points this year from 34 points last year.
• Average Delivery Times Shorten: The average delivery time is 17.0 days, which is faster than the 21.8 days in 2015.  When a car is delivered within 14 days, overall satisfaction is higher than it is among those whose delivery time is 15 or more days (802 vs. 772, respectively).
• Satisfaction Increases Loyalty and Advocacy: Among highly satisfied customers (SSI scores of 864 and above), 46% say they “definitely would” recommend the brand to family and friends. In contrast, among customers who are highly dissatisfied (SSI scores of 713 and below), only 20% say they “definitely would” recommend the brand to others.

Study Rankings

Among the seven brands ranked in the study, Mitsubishi ranks highest in new-vehicle sales satisfaction with a score of 815. Mitsubishi performs particularly well in sales initiation, dealer facility, salesperson, delivery timing and delivery process. Mazda rankssecond (808) and performs particularly well in the deal factor. Nissan and Toyota tie for third at 792.

The 2016 Malaysia Sales Satisfaction Index (SSI) Study is based on responses from 2,010 new-vehicle owners who purchased their vehicles from August 2015 through May 2016. The study was fielded from February through July 2016.

Media Relations Contacts

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

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

About JD Power in the Asia Pacific Region

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

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