For the second consecutive year, Mitsubishi has been ranked the best in terms of after-sales service satisfaction.
According to JD Power, Mitsubishi ranks highest in overall satisfaction with a score of 791. In second place is Toyota with a score of 788, while Mazda ranks third with a score of 785.
The JD Power 2019 Malaysia Customer Service Index (Mass Market) Study is based on responses from 2,644 vehicle owners who received their new vehicle between February 2016 and June 2018 and took their vehicle for service at an authorized service centre between February 2018 and June 2019.
Score is awarded based on five factors (in order of importance): service quality (25%), vehicle pick-up (21%), service initiation (20%), service facility (17%), and service advisor (16%). The overall satisfaction for the industry averages at 761 points.
“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.”