1 September 2010 — According to the J.D. Power Asia Pacific 2010 Malaysia Sales Satisfaction Index (SSI) StudySM released today. Among the nine brands ranked in the study, Isuzu ranks highest for a second consecutive year, with an overall SSI score of 844. Isuzu performs particularly well in all seven factors. Suzuki (790), Toyota (789) and Honda (788) follow in the rankings. Naza improves notably and achieves a score of 781 in 2010, compared with 736 in 2009.The study also finds that
customers who indicate having experienced a sales problem or sales pressure are considerably less satisfied with the sales and delivery process, compared with customers who have not experienced these issues.
In particular, satisfaction declines most notably among customers who indicate that they were pressured to take delivery of their vehicle at an inconvenient time, and among customers who indicate the salesperson was behaving in an insincere way or had difficulty answering questions.
The study also finds customers who are highly satisfied with the overall purchase experience tend to have higher levels of advocacy and loyalty toward the dealership and their vehicle brand. Among customers who are highly satisfied with their purchase experience at the dealership (sales satisfaction scores averaging above 844), 56 percent state they “definitely will” recommend their purchase dealer to a friend or relative.
These highly satisfied customers are also far more likely to repurchase or recommend the same brand in the future. In contrast, only 21 percent of highly dissatisfied customers (service satisfaction scores averaging below 728) say they “definitely will” recommend their purchase dealer.
The 2010 Malaysia SSI Study is based on responses from 2,445 new-vehicle owners who purchased their vehicles between September 2009 and April 2010. The study was fielded between March and June 2010.
