We have a few JD Power indexes here in Malaysia – the IQS, the CSI and now the latest for this year is the Sales Satisfaction Index Study for the 2007 year, released yesterday.
Unlike the CSI or Customer Satisfaction Index which measures performance across the ownership experience including service quality, service advisor, service initiation, user-friendly service and service delivery factors, the SSI or the Sales Satisfaction Index measures the sales point experience and includes the following factors: delivery process, delivery timing, salesperson, dealer facility, paperwork and deal.
Toyota leads the rankings and sets benchmarks in 4 of the 6 factors that determine satisfaction: salesperson, dealer facility, paperwork and deal. Nissan and Inokom follow Toyota in the rankings. Nissan performs particularly well in delivery process.
We as Malaysian customers should be happy that the sales satisfaction level for 2007 is at a record high, with an average industry standard of 772 index points on a 1,000 point scale. This is an increase of 20 points over the last year. All marques recorded improvements over the last year, but national nameplates registered a bigger improvement over non-national nameplates. However, only one national nameplate is above the industry average – Inokom, while Perodua, Naza and Proton sits at the bottom of the index.
Among major factors that affect sales satisfaction are: keeping promises regarding vehicle delivery time, scheduling delivery at convenient times for the customer, and offering hire purchase loans.
The 2007 Malaysia Sales Satisfaction Index Study is based on responses from more than 3,000 owners of 60 different vehicle models at two to six months of ownership. The study was fielded from April to July 2007. It does not include BMW, Ford, Kia, Mercedes-Benz and Mitsubishi due to small sample size.
Check out another pie chart after the jump.
Significant improvement with E-Class quality in JD Power IQS
JD Power 2005 Malaysia Initial Quality Study
2007 Malaysia Customer Satisfaction Index Study
Kia Rio tops U.S. Compact Car JD Power IQS