Mitsubishi Motors Malaysia (MMM) ranked highest in this year’s J.D. Power Malaysia Customer Service Index (CSI) Mass Market Study. MMM ranks highest across all factors, with an overall score of 814, among eight other brands.
“MMM is happy to be ranked highest for the CSI Mass Market Study conducted by J.D. Power 2018. This reflects MMM‘s commitment to continue to provide a rewarding and positive customer’s experience from the first initiation of purchase to a satisfying after sales service. This is an encouragement for us to aim to do better and to strive to maintain number one every year!” said Tomoyuki Shinnishi, CEO of Mitsubishi Motors Malaysia.
The 2018 Malaysia Customer Service Index (Mass Market) Study is based on responses from 2,957 new-vehicle owners who received delivery of their new vehicle between March 2015 and July 2017 and took their vehicle for service to an authorized service centre between March 2017 and July 2018. The study measures customer satisfaction with the servicing and vehicle-return process and was fielded from March through July 2018.
Now in its 16th year, the study measures overall satisfaction among vehicle owners who visited an authorized service centre for maintenance or repair work during the first 12 to 36 months of ownership and is 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%). Overall satisfaction for the industry averages 754 points.
