Category: Uncategorized

Customers’ Priorities Shift from Functionality to Form, JD Power Finds

2019-10-31

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SINGAPORE: 31 Oct. 2019 — As consumer demands and tastes evolve, vehicle buyers in India are shifting gears on what drives them to purchase a new vehicle, according to the JD Power 2019 India Sales Satisfaction Index (Mass Market) Study,^SM released today.

The study finds that buyers place more emphasis (up 9 percentage points from 2018) on vehicle styling, both exterior and interior, when deciding on a model. Other aspects such as performance and reliability (both up 7 percentage points), as well as technology (up 5 percentage points), also play bigger roles in determining choice of vehicle. On the other hand, aspects declining in importance are price of the vehicle/installments and the ability to obtain financing (both down 4 percentage points).

Customers with a monthly household income exceeding ₹75,000 account for 33% of all buyers in 2019—a marked increase from 18% in 2017. Consequently, customers are now able to cover the cost of a car with fewer months of income than before (15 months in 2019 vs. 18 months in 2017).

“The Indian car buyer of today is far more discerning than ever before,” said Kaustav Roy, Director and Country Head for India, JD Power. “With clear expectations on vehicle design and features, today’s buyer preferences are shifting from price consciousness to those that are driven by vehicle looks and content.”

Following are additional key findings of the 2019 study:

• Prices on the rise, more so for small cars: Customers indicate that purchase price has been increasing over the past three years, with prices 5% higher than 2018 and 11% higher than 2017. This increase is most evident in the small car segment (9% higher than 2017) and relatively less so in the SUV segment (3% higher than 2017).

• Fewer buyers experience sales pressure: A smaller proportion of customers indicate problems such as dealers being “pushy” while selling the vehicle (15% in 2019 vs. 22% in 2018); attempting to change promised prices (11% vs. 17%); or difficulty getting a “straight answer” on price (14% vs. 18%).

• Faster and smoother delivery: The time between booking a new vehicle to actual delivery has dropped to 10 days from 12 days in 2018. More vehicles are also being delivered without problems (92% vs. 83% in 2018) such as unwashed vehicles, scratches and dents, missing features and more.

Study Rankings

Hyundai ranks highest in overall sales satisfaction with a score of 873. Mahindra (872) ranks second and Toyota (854) ranks third. Overall sales satisfaction for the mass market segment is 846 (on a 1,000-point scale), an increase of 4 points from 2018.

The JD Power 2019 India Sales Satisfaction Index (Mass Market) Study^SM is based on responses from 6,583 new vehicle owners who purchased their vehicle between September 2018 and June 2019. The study was fielded from March through September 2019.

Now in its 20th 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 effect on overall sales satisfaction, those factors are dealership facility (22%); delivery process (21%); dealer sales consultant (21%); paperwork completion (17%); working out the deal (15%); and dealership website (3%).

The study also includes the Net Promoter Score® (NPS)[1] which measures new vehicle owners’ likelihood to recommend their vehicle brand on a 0-10 point-scale.

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

Media Relations Contacts

Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]
Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

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[1] Net Promoter, ® Net Promoter System, ® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

 

Customers Say “Yes” to Engaging Vehicle Delivery Experience, JD Power Finds

2019-10-31

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BANGKOK: 31 Oct. 2019 — Customer satisfaction has improved substantially among customers in Vietnam who experience a vehicle delivery process that stands out, such as dealers offering a special ceremony and explaining key product and service requirements, according to the JD Power 2019 Vietnam Sales Satisfaction Index (SSI) Study,^SM released today.

The study finds that customers are more delighted with the delivery process, having an average satisfaction score of 837 (on a 1,000-point scale), an increase in 12 points from 2018. Almost three-fourths (73%) of customers say dealers delivered their cars with a special ceremony, an increase of 21 percentage points from 2018. Among customers who experienced a special ceremony, satisfaction is 847, compared 799 for those who did not experience such a ceremony. Furthermore, 81% of customers reviewed the owner’s manual with their sales consultant, an improvement of 7 percentage points from the prior year. Satisfaction for such customers is 842, compared with 803 for those who did not jointly review the owner’s manual.

“These results are gratifying for dealers who have worked hard to boost the quality of the delivery experience for customers,” said Siros Satrabhaya, Regional Director for Thailand and Vietnam at JD Power. “While efforts continue in this area, dealers need to also pay attention to the importance of demonstrating car features professionally, especially since 75% of all new owners are first-time buyers. Sales consultants and delivery specialists should balance the amount and type of information provided with customers’ time constraints. Striking this balance will further help to deliver greater sales satisfaction.”

Comprehensive demonstration of car features during delivery declined to 32% from 35% in 2018, despite customers showing a preference for sales consultants or delivery specialists demonstrating car features to them rather than learning on their own. Satisfaction is 847 among customers who experienced a demonstration of the car features by dealer staff vs. 838 among customers who tested the features on their own at delivery.

The following are additional key findings of the 2019 study:

• More customers start their journey online: While searching for a new vehicle, 97% of customers contacted the dealership in addition to seeking information online. Of this group, 89% visited a dealer’s website (up 42 percentage points from 2018); 57% visited a dealer’s Facebook page (up 20 percentage points from 2018); and 26% emailed the dealer (up 6 percentage points from last year).
   
• Deal negotiation and paperwork experience improved significantly: Customers had fewer paperwork issues in 2019 (6% vs. 11% in 2018). At the same time, 89% of customers are satisfied with the transparency of pricing information (up 7 percentage points from 2018), and 90% of customers are satisfied with the enforcement of the agreed-upon price before and after the deal (up 4 percentage points from 2018).
   
• Follow-up explanation of features helps improve satisfaction: Customers who receive a follow-up explanation of features (87%) are more satisfied than those who do not (841 vs. 788, respectively). Also, 60% of customers indicate an interest in receiving additional information regarding maintenance recommendations and 48% have an interest in vehicle safety features.

Study Rankings

Among the nine brands ranked in the study, Mazda ranks highest with a score of 859, performing highest in all six study factors. Toyota (853) ranks second and Hyundai (835) ranks third.

The JD Power 2019 Vietnam Sales Satisfaction Index (SSI) Study^SM is based on responses from 1,512 new vehicle owners who purchased their vehicle from March 2018 through August 2019. The study was fielded online from March through August 2019.

Now in its 11^th year, the study measures overall sales satisfaction based on six factors (in order of importance): delivery process (23%); paperwork completion (19%); dealership facility (19%); sales consultant (19%); working out the deal (14%); and dealership website (6%).

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

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

Media Relations Contacts
Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]
Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

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^[1] Net Promoter,® Net Promoter System,® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. 

 

Nearly Half of Airline Loyalty Program Members Still Don’t Know How to Redeem Rewards, JD Power Finds

2019-11-05

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COSTA MESA, Calif.: 6 Nov. 2019 — Many airline loyalty programs are failing to deliver on their intended purpose because members do not understand how to redeem the awards they accumulate. According to the JD Power 2019 Airline Loyalty Program Satisfaction Study,^SM released today, nearly half (45%) of program members say they do not understand how to redeem their miles and/or points. This lack of understanding has a significant negative effect on overall customer satisfaction.

“This is the third year in a row that we’ve seen airline loyalty program customer satisfaction hampered by a widespread lack of understanding of how to extract the most value from the programs,” said Michael Taylor, Travel Intelligence Lead at JD Power. “Many airlines are evaluating the success of their loyalty programs based on dollars spent by travelers rather than on miles flown. That’s a significant shift away from rewarding frequent travelers and toward rewarding high spenders.”
    
Following are some key findings of the 2019 study:

• Lack of understanding program details negatively affects satisfaction: While overall industry satisfaction increases to 789 (on a 1,000-point scale) from 776 in 2018, airline loyalty program member satisfaction climbs 135 points when members understand how to redeem points and increases 129 points when members understand how to earn points. Yet, nearly half (45%) of general loyalty program members say they do not completely understand how to redeem rewards and 43% say they do not fully understand how to earn miles/points.
   
• Recognition goes a long way toward building customer loyalty: Overall satisfaction scores increase 102 points when passengers’ names are used by airline staff, yet this occurs just 35% of the time. Similarly, overall satisfaction climbs 68 points when a member of the airline staff recognizes a loyalty program member’s status during the booking, check-in, departure or flight. However, this happens more than half (53%) of the time.
   
• Most important perks: Among specific benefits and rewards used through airline loyalty programs, discounts on airport and limousine services drive the most significant increase in overall satisfaction (+102 points), followed by waiving same-day change fees (+95) and lowest rate guarantee (+94).
   
• Increased mobile app use associated with higher satisfaction: Mobile app usage among loyalty program members has increased 10% during the past year, with 56% of program members reporting that they have such a mobile app on their smartphone or tablet. Loyalty members with mobile apps are more satisfied overall (+70 points) than members without the mobile app.

The 2019 Airline Loyalty Program Satisfaction Study measures member satisfaction with airline rewards and loyalty programs based on four factors (in order of importance): earning and redeeming rewards (34%); program benefits (27%); account management (24%); and member communication (15%). The study is based on 3,188 responses from rewards program members and was fielded in August-September 2019.

Study Rankings

JetBlue Airways TrueBlue, with a score of 821, ranks highest in overall member satisfaction for a third consecutive year. Southwest Airlines Rapid Rewards (812) ranks second and Alaska Airlines Mileage Plan (810) ranks third.

To learn more about the Airline Loyalty Program Satisfaction Study, visit
http://www.jdpower.com/business/resource/us-airline-loyalty-program-satisfaction-study.

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

Media Relations Contacts
Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

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

 

Overall Customer Satisfaction Increases among Dental Plan Members, JD Power Finds

2019-11-05

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COSTA MESA, Calif.: 6 Nov. 2019 — Customer satisfaction with dental plans increased in 2019, driven by year-over-year increases in coverage and communication experience, according to the JD Power 2019 Dental Plan Satisfaction Report.^SM Overall satisfaction increases to 772 (on a 1,000-point scale) from 768 in 2018.

Study Rankings

DentaQuest (810) ranks highest, performing particularly well in the customer service and communication factors.

The 2019 Dental Plan Satisfaction Report is based on responses from more than 1,400 dental plan members. The report was fielded in October 2019. While most dental care providers included in the study typically provide insurance coverage through the customers’ employer, DentaQuest largely provides government plans.

For more information about the Dental Plan Satisfaction Report, visit: https://www.jdpower.com/business/healthcare/us-dental-plan-satisfaction-report

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

Media Relations Contacts
Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

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

 

 

Vision Plan Customer Satisfaction Increases, JD Power Finds

2019-11-05

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COSTA MESA, Calif.: 6 Nov. 2019 [Updated 20 Nov. 2019] — Overall customer satisfaction among vision plan members has increased in 2019, driven by improved perceptions of value and coverage. According to the JD Power 2019 Vision Plan Satisfaction Report,^SM released today, overall satisfaction increased by 12 points (on a 1,000-point scale) to 765 this year from 753 in 2018.

Study Rankings

Versant Health ranks highest in customer satisfaction with vision plan insurers with a score of 803. UHC/Optum ranks second with a score of 778 and VSP (765) ranks third.

The 2019 Vision Plan Satisfaction Report is based on responses from more than 800 vision plan members. The study was fielded in October 2019. The report, now in its sixth year, measures customer satisfaction with vision plan providers based on five factors (in order of importance): coverage; cost; communications; customer service; and reimbursement.

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

Media Relations Contacts
Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

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

 

First Impressions Critical to Closing Sales Even before Vehicle Shoppers Visit Dealership, JD Power Finds

2019-11-11

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COSTA MESA, Calif.: 13 Nov. 2019 — While showroom sales processes such as dealership personnel interaction with customers, working out the deal and vehicle delivery can drive future customer loyalty, higher satisfaction in online and shopping factors can often close a sale, according to the JD Power 2019 U.S. Sales Satisfaction Index (SSI) Study,^SM released today. Lower satisfaction related to dealership website, inventory and the facility itself is common among brands with lower close rates that perform below segment average in these factors. 

“While digital retail is on the rise, shoppers aren’t quite ready to adopt an Amazon-like business model when it comes to purchasing a vehicle; they still want to view inventory in-person and often rely on salespeople to explain how the vehicle technology works,” said Chris Sutton, Vice President of Automotive Retail at JD Power. “In fact, 90% of buyers still visit their selling dealership during the shopping process. The key for dealers is to ensure they don’t lose the sale before a customer even steps foot on their lot. If a new-vehicle shopper isn’t satisfied with the dealer website or facilities, they aren’t going any further in the sales funnel, and that sale is lost before a dealer can demonstrate how well it does everything else. Brands with the highest close-rate percentages are successfully delivering the experiences vehicle shoppers want.”

The study identifies several gaps in overall satisfaction below segment averages. Among brands in the luxury segment with lower close rates, the satisfaction gap is 35 points (on a 1,000-point scale) below segment average for dealership website and 73 points lower for facility, which also includes inventory. The gap is less significant, but still exists, in the mass market segment (8 points below the average for website and one point lower for facility). In the luxury rejecter segment, the satisfaction gap is 51 points below the average for facility and 54 points lower for inventory. Among mass market rejecters, there is a 12-point satisfaction gap for facility and a 29-point gap for inventory.

The study finds that nearly one in four shoppers who shop, but don’t buy from a dealer reject that dealer before they even speak with a sales consultant at the dealership. Most of these shoppers are making decisions online. Further, fewer than half of these rejecters even reach the point of negotiating a deal on a vehicle. While the negotiation process is critical, the majority of dealers’ lost sales occur before that process can take place.

Following are some of the key findings of the 2019 study:

• Home/office delivery still requires a thorough experience: While buyers who take delivery of their vehicle at their home or office may appreciate the convenience of this option, they are less satisfied with their vehicle delivery than are those who take delivery at a dealership. While overall satisfaction is fairly even among both groups, delivery satisfaction is lower: 27 points lower among luxury buyers and 10 points lower among mass market buyers. A key reason is that buyers are far more likely to receive explanations and demonstrations of their vehicle’s technology features when taking delivery at their dealership. For instance, dealers demonstrated vehicle safety technology 82% of the time at the dealership, compared with 69% of the time when the vehicle is delivered at a home or office. The takeaway is: regardless of location, customers seek a thorough delivery process, including review of vehicle features and functions.  
   
• In-dealer tech device usage improves satisfaction: In-store usage of tech devices in the vehicle purchase and delivery processes—tablets, dealer personnel’s smartphone, touchscreen monitor or buyer’s smartphone—has increased slightly during the past two years at both luxury and mass market dealerships. Overall satisfaction is 45 points higher when dealers used at least one device than when none were used. Satisfaction is highest among buyers whose dealer demonstrated features either at delivery or when selecting their vehicle. Among devices used, tablets and touchscreen monitors have the biggest effect on overall satisfaction. More than one-third of buyers (36% of luxury and 39% of mass market) indicate that their dealer didn’t use any type of tech device, which represents an area of opportunity for dealers.
   
• Texting positively influences buying process: The number of buyers who communicate via text message with dealership personnel has increased four percentage points during the past two years. Overall satisfaction among such buyers averages 11 points higher than among those who do not text with dealership personnel. “Dealers should continue to encourage this practice by their staff,” Sutton added. “It improves satisfaction scores and, by getting them into the habit of doing so now, they’ll be better prepared in the future to meet buyers’ expectations when younger, more tech-savvy customers comprise more of the marketplace.”

Sales Satisfaction Study Rankings

Porsche ranks highest in sales satisfaction among luxury brands, achieving a score of 827. This is the second consecutive year—and the fourth time since 2015—that Porsche has ranked highest. Mercedes-Benz (825) ranks second and Infiniti (821) ranks third.

Buick ranks highest in sales satisfaction among mass market brands with a score of 795. This is the third time in four years that Buick ranks highest. GMC (791) ranks second and MINI (790) ranks third.

The U.S. Sales Satisfaction Index (SSI) Study—now in its 33rd year and redesigned in 2017—measures satisfaction with the sales experience among new-vehicle buyers and rejecters (those who shop a dealership and purchase elsewhere). Buyer satisfaction is based on six factors (in order of importance): dealer personnel (28%); delivery process (21%); working out the deal (18%); paperwork completion (16%); dealership facility (13%); and dealership website (4%). Rejecter satisfaction is based on five factors: salesperson (40%); fairness of price (15%); experience negotiating (15%); variety of inventory (15%); and dealership facility (14%).

The study is based on responses from 28,867 buyers who purchased or leased their new vehicle in April-May 2019. The study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction with the selling dealer (satisfaction among buyers). The study also measures satisfaction with brands and dealerships that were shopped but ultimately rejected in favor of the selling dealership (satisfaction among rejecters). The study was fielded from July through September 2019.

To learn more about the 2019 U.S. Sales Satisfaction Index (SSI) Study, visit
http://www.jdpower.com/resource/us-sales-satisfaction-index-ssi-study.

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

Media Relations Contacts
Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
Shane Smith; East Coast; 424-903-3665; [email protected]

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

 

Sales Satisfaction Rises but Problems with Delivery Times and Paperwork Persist, JD Power Finds

1970-01-01

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SINGAPORE: 25 Sept. 2019 — Overall sales satisfaction improves this year among new vehicle buyers but more than one-third are waiting longer than expected for delivery compared with 2018 as some cite paperwork problems, according to the JD Power 2019 Indonesia Sales Satisfaction Index (Mass Market) Study^SM, released today.

Satisfaction this year is driven by improvements across the sales process, notably contributed by sales consultant satisfaction. Fewer incidences of pressured sales (6% in 2019 vs. 9% in 2018), more customers reporting dealer staff completely understanding their needs (84% vs. 72%) and use of digital tools like dealers’ smartphones or tablets (66%) lifted the overall index score by 21 points (on a 1,000-point scale) to 830 points this year.

“Sales consultants are working hard this year to listen to buyers’ needs and guide them to the right vehicles,” says Srabani Bandyopadhyay, Country Manager for Indonesia, at JD Power. “However, buyers are still facing issues such as paperwork problems and delays in new vehicle deliveries. These matters frustrate buyers and should be addressed before commitments to customers are made.”

The study finds 38% of buyers received their new vehicle later than promised, compared with 28% in 2018; average delivery time is two days longer in 2019 vs. 2018; and 22% of customers return to the dealership to fix paperwork problems.

Following are additional key findings of the 2019 study:

• Fuel efficiency, styling and resale value are main purchase reasons: The top reasons that influence purchase include good fuel efficiency (20%); exterior styling (11%); interior style and comfort (10%) and high resale value (9%).

• More shoppers reject test drives: Surprisingly, there is an increase in shoppers who don’t want or need a test drive (35% vs. 24%). This is a worrying trend as repeat buyers generally indicate higher sales satisfaction when taking a test drive (851) compared with those not wanting or needing to test drive a new car (827). Additionally, the test drive offers sales consultants the opportunity to highlight not only the main performance attributes of the vehicle but also promote new features such as infotainment, safety or appealing interiors.
   
• Further explanations needed after purchase: More than half of customers (57%) want additional explanations about key vehicle features, highlighting a need for dealers to provide more specific and tailored explanations upon vehicle delivery. Common explanations requested across the six features listed include vehicle safety features (40% of new buyers); audio system (36%); vehicle communications system (36%) and Bluetooth connectivity (34%).

Study Rankings

Mitsubishi ranks highest in overall sales satisfaction with a score of 835. Toyota (834) ranks second, while Honda (828) and Suzuki (828) rank third in a tie.

The JD Power 2019 Indonesia Sales Satisfaction Index (SSI) Study^SM is a comprehensive analysis of the new vehicle purchase and delivery experience. The study is based on responses from 2,304 new-vehicle owners who purchased their vehicle between July 2018 and June 2019. The study was fielded from January through August 2019.

Now in its 19th year, the study examines five factors that contribute to overall customer satisfaction with the new vehicle purchase experience. They are (in order of importance): sales consultant (23%); dealer facility (23%); delivery process (19%); working out the deal (19%) and paperwork completion (16%).

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

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

Media Relations Contacts

Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

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

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

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NOTE: One chart follows.

 

 

Sales Satisfaction Rises but Problems with Delivery Times and Paperwork Persist, JD Power Finds

1970-01-01

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SINGAPORE: 25 Sept. 2019 — Overall sales satisfaction improves this year among new vehicle buyers but more than one-third are waiting longer than expected for delivery compared with 2018 as some cite paperwork problems, according to the JD Power 2019 Indonesia Sales Satisfaction Index (Mass Market) Study^SM, released today.

Satisfaction this year is driven by improvements across the sales process, notably contributed by sales consultant satisfaction. Fewer incidences of pressured sales (6% in 2019 vs. 9% in 2018), more customers reporting dealer staff completely understanding their needs (84% vs. 72%) and use of digital tools like dealers’ smartphones or tablets (66%) lifted the overall index score by 21 points (on a 1,000-point scale) to 830 points this year.

“Sales consultants are working hard this year to listen to buyers’ needs and guide them to the right vehicles,” says Srabani Bandyopadhyay, Country Manager for Indonesia, at JD Power. “However, buyers are still facing issues such as paperwork problems and delays in new vehicle deliveries. These matters frustrate buyers and should be addressed before commitments to customers are made.”

The study finds 38% of buyers received their new vehicle later than promised, compared with 28% in 2018; average delivery time is two days longer in 2019 vs. 2018; and 22% of customers return to the dealership to fix paperwork problems.

Following are additional key findings of the 2019 study:

• Fuel efficiency, styling and resale value are main purchase reasons: The top reasons that influence purchase include good fuel efficiency (20%); exterior styling (11%); interior style and comfort (10%) and high resale value (9%).

• More shoppers reject test drives: Surprisingly, there is an increase in shoppers who don’t want or need a test drive (35% vs. 24%). This is a worrying trend as repeat buyers generally indicate higher sales satisfaction when taking a test drive (851) compared with those not wanting or needing to test drive a new car (827). Additionally, the test drive offers sales consultants the opportunity to highlight not only the main performance attributes of the vehicle but also promote new features such as infotainment, safety or appealing interiors.
   
• Further explanations needed after purchase: More than half of customers (57%) want additional explanations about key vehicle features, highlighting a need for dealers to provide more specific and tailored explanations upon vehicle delivery. Common explanations requested across the six features listed include vehicle safety features (40% of new buyers); audio system (36%); vehicle communications system (36%) and Bluetooth connectivity (34%).

Study Rankings

Mitsubishi ranks highest in overall sales satisfaction with a score of 835. Toyota (834) ranks second, while Honda (828) and Suzuki (828) rank third in a tie.

The JD Power 2019 Indonesia Sales Satisfaction Index (SSI) Study^SM is a comprehensive analysis of the new vehicle purchase and delivery experience. The study is based on responses from 2,304 new-vehicle owners who purchased their vehicle between July 2018 and June 2019. The study was fielded from January through August 2019.

Now in its 19th year, the study examines five factors that contribute to overall customer satisfaction with the new vehicle purchase experience. They are (in order of importance): sales consultant (23%); dealer facility (23%); delivery process (19%); working out the deal (19%) and paperwork completion (16%).

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

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

Media Relations Contacts

Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

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

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

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NOTE: One chart follows.

 

 

Sales Satisfaction Rises but Problems with Delivery Times and Paperwork Persist, JD Power Finds

1970-01-01

jdp-root

SINGAPORE: 25 Sept. 2019 — Overall sales satisfaction improves this year among new vehicle buyers but more than one-third are waiting longer than expected for delivery compared with 2018 as some cite paperwork problems, according to the JD Power 2019 Indonesia Sales Satisfaction Index (Mass Market) Study^SM, released today.

Satisfaction this year is driven by improvements across the sales process, notably contributed by sales consultant satisfaction. Fewer incidences of pressured sales (6% in 2019 vs. 9% in 2018), more customers reporting dealer staff completely understanding their needs (84% vs. 72%) and use of digital tools like dealers’ smartphones or tablets (66%) lifted the overall index score by 21 points (on a 1,000-point scale) to 830 points this year.

“Sales consultants are working hard this year to listen to buyers’ needs and guide them to the right vehicles,” says Srabani Bandyopadhyay, Country Manager for Indonesia, at JD Power. “However, buyers are still facing issues such as paperwork problems and delays in new vehicle deliveries. These matters frustrate buyers and should be addressed before commitments to customers are made.”

The study finds 38% of buyers received their new vehicle later than promised, compared with 28% in 2018; average delivery time is two days longer in 2019 vs. 2018; and 22% of customers return to the dealership to fix paperwork problems.

Following are additional key findings of the 2019 study:

• Fuel efficiency, styling and resale value are main purchase reasons: The top reasons that influence purchase include good fuel efficiency (20%); exterior styling (11%); interior style and comfort (10%) and high resale value (9%).

• More shoppers reject test drives: Surprisingly, there is an increase in shoppers who don’t want or need a test drive (35% vs. 24%). This is a worrying trend as repeat buyers generally indicate higher sales satisfaction when taking a test drive (851) compared with those not wanting or needing to test drive a new car (827). Additionally, the test drive offers sales consultants the opportunity to highlight not only the main performance attributes of the vehicle but also promote new features such as infotainment, safety or appealing interiors.
   
• Further explanations needed after purchase: More than half of customers (57%) want additional explanations about key vehicle features, highlighting a need for dealers to provide more specific and tailored explanations upon vehicle delivery. Common explanations requested across the six features listed include vehicle safety features (40% of new buyers); audio system (36%); vehicle communications system (36%) and Bluetooth connectivity (34%).

Study Rankings

Mitsubishi ranks highest in overall sales satisfaction with a score of 835. Toyota (834) ranks second, while Honda (828) and Suzuki (828) rank third in a tie.

The JD Power 2019 Indonesia Sales Satisfaction Index (SSI) Study^SM is a comprehensive analysis of the new vehicle purchase and delivery experience. The study is based on responses from 2,304 new-vehicle owners who purchased their vehicle between July 2018 and June 2019. The study was fielded from January through August 2019.

Now in its 19th year, the study examines five factors that contribute to overall customer satisfaction with the new vehicle purchase experience. They are (in order of importance): sales consultant (23%); dealer facility (23%); delivery process (19%); working out the deal (19%) and paperwork completion (16%).

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

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

Media Relations Contacts

Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

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

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

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Sales Satisfaction Rises but Problems with Delivery Times and Paperwork Persist, JD Power Finds

1970-01-01

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SINGAPORE: 25 Sept. 2019 — Overall sales satisfaction improves this year among new vehicle buyers but more than one-third are waiting longer than expected for delivery compared with 2018 as some cite paperwork problems, according to the JD Power 2019 Indonesia Sales Satisfaction Index (Mass Market) Study^SM, released today.

Satisfaction this year is driven by improvements across the sales process, notably contributed by sales consultant satisfaction. Fewer incidences of pressured sales (6% in 2019 vs. 9% in 2018), more customers reporting dealer staff completely understanding their needs (84% vs. 72%) and use of digital tools like dealers’ smartphones or tablets (66%) lifted the overall index score by 21 points (on a 1,000-point scale) to 830 points this year.

“Sales consultants are working hard this year to listen to buyers’ needs and guide them to the right vehicles,” says Srabani Bandyopadhyay, Country Manager for Indonesia, at JD Power. “However, buyers are still facing issues such as paperwork problems and delays in new vehicle deliveries. These matters frustrate buyers and should be addressed before commitments to customers are made.”

The study finds 38% of buyers received their new vehicle later than promised, compared with 28% in 2018; average delivery time is two days longer in 2019 vs. 2018; and 22% of customers return to the dealership to fix paperwork problems.

Following are additional key findings of the 2019 study:

• Fuel efficiency, styling and resale value are main purchase reasons: The top reasons that influence purchase include good fuel efficiency (20%); exterior styling (11%); interior style and comfort (10%) and high resale value (9%).

• More shoppers reject test drives: Surprisingly, there is an increase in shoppers who don’t want or need a test drive (35% vs. 24%). This is a worrying trend as repeat buyers generally indicate higher sales satisfaction when taking a test drive (851) compared with those not wanting or needing to test drive a new car (827). Additionally, the test drive offers sales consultants the opportunity to highlight not only the main performance attributes of the vehicle but also promote new features such as infotainment, safety or appealing interiors.
   
• Further explanations needed after purchase: More than half of customers (57%) want additional explanations about key vehicle features, highlighting a need for dealers to provide more specific and tailored explanations upon vehicle delivery. Common explanations requested across the six features listed include vehicle safety features (40% of new buyers); audio system (36%); vehicle communications system (36%) and Bluetooth connectivity (34%).

Study Rankings

Mitsubishi ranks highest in overall sales satisfaction with a score of 835. Toyota (834) ranks second, while Honda (828) and Suzuki (828) rank third in a tie.

The JD Power 2019 Indonesia Sales Satisfaction Index (SSI) Study^SM is a comprehensive analysis of the new vehicle purchase and delivery experience. The study is based on responses from 2,304 new-vehicle owners who purchased their vehicle between July 2018 and June 2019. The study was fielded from January through August 2019.

Now in its 19th year, the study examines five factors that contribute to overall customer satisfaction with the new vehicle purchase experience. They are (in order of importance): sales consultant (23%); dealer facility (23%); delivery process (19%); working out the deal (19%) and paperwork completion (16%).

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

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

Media Relations Contacts

Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

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

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

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NOTE: One chart follows.