Mitsubishi Motors Malaysia (MMM) the official distributor of Mitsubishi vehicles in Malaysia ranked number two for both the J.D. Power Asia Pacific 2015 Sales Satisfaction Index (SSI) and Customer Service Index (CSI) respectively. Mitsubishi Motors scored 787 over 1000 points in an overall sales satisfaction among mass market brands. The 2015 Malaysia Sales Satisfaction Index (SSI) Study is based on responses from 2,371 newvehicle owners in the mass market segment who purchased their vehicle between August 2014 and May 2015.
The study was fielded from February through July 2015.
The 2015 Malaysia SSI study examines six factors that contribute to overall customer satisfaction with their newvehicle purchase experience in the mass market segment. In order of importance, those factors are salesperson (19%); dealer facility (19%); delivery timing (17%); deal (16%); delivery process (16%); and sales initiation (13%). Dealership service performance is based on a 1,000point scale. The study examines service satisfaction in the mass market segment.
Overall sales satisfaction in the mass market segment averages 752 index points in 2015. In addition, Mitsubishi Motors scored 773 over 1000 points in an overall service satisfaction among mass market brands in the Customer Service Index (CSI) study, similarly conducted by J.D. Power Asia Pacific 2015. The 2015 Malaysia CSI study is based on responses from 2,812 new-vehicle owners who purchased their mass market brand vehicle between February 2013 and May 2014 and brought their vehicle for service in an authorized service centre between August 2014 and May 2015. The study was fielded between February and May 2015.
The study measures overall service satisfaction among owners who took their vehicle to an authorized service centre for service maintenance and/ or repair work during the first 12 to 24 months of ownership. Service satisfaction is examined exclusively in the mass market segment. The study evaluates new-vehicle owner satisfaction with the service experience by examining dealership performance in five factors (in order of importance):
service quality (32%); service initiation (22%); vehicle pick-up (18%); service advisor (15%); and service facility (13%).
“The survey results for both SSI and CSI proves 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. Next year, we aim to do better and to strive for the highest rank in both SSI and CSI,” said Mr. Yang WonChul, Chief Executive Officer of Mitsubishi Motors Malaysia.
Both the SSI and CSI study is now in its 13th year.
