Consumer insights, advisory services, and data analytics specialists J.D. Power have announced the results of the 2019 Malaysia Customer Service Index (Mass Market) Study, which states that Mitsubishi owners are the most satisfied with the after sales services that come with their vehicles, followed by Toyota, and Mazda owners.
According to J.D. Power, the study was based on responses from 2,644 vehicle owners who received delivery of their new vehicle between February 2016 and June 2018, and took their vehicle for service to an authorized dealer or service centre between February 2018 and June 2019. The study was fielded from February through June 2019.
Besides measuring the overall service satisfaction among owners by examining the dealership performance, the study also measures customers’ likelihood to recommend their vehicle brand to others.
And based on all the measuring, responses, and what not, the study shows that Mitsubishi ranks highest in overall satisfaction with a score of 791 (out of 1,000). Ranking second is Toyota with a score of 788, followed by Mazda at third with a score of 785.
The top 3 brands aside, below is how the other marques rank in the study:
"As sales trends are flattening, dealers are putting in more effort to enhance customer service experience,” said E-Ling Cheah, Country Manager for Malaysia at J.D. Power.
“Though there are improvements in the overall service experience, it will not be fully realised until areas such as time management improves. Dealers must keep in mind that growth is not always linear; consistent and continuous efforts are critical to further boost customer satisfaction.”