The J.D. Power Asia Pacific 2009 Malaysia Sales Satisfaction Index Study results have been released today, its 7th installment so far.
It tracks sales and delivery experience of most car brands in Malaysia and takes into account 7 key factors over a 1,000 point scale – delivery process; delivery timing; paperwork; dealer facility; salesperson; deal and sales initiation.
Publisher: J.D. Power Asia Pacific Source: J.D. Power Asia Pacific 2009 Malaysia Sales Satisfaction Index (SSI) Study
The average SSI score is 3 points higher this year compared to last year. Car manufacturers may be putting extra effort to ensure their customers are satisfied, especially during these times of a lower Total Industry Volume.
The biggest increase in satisfaction is in the area of delivery timing. The “national” brands (Proton, Perodua, Naza and Inokom) have improved by an average of 6 points, however they still trail the non-national brand average by 16 points. This gap is closer compared to 2008 though, where it was a 29 point difference.
Look after the jump for the full JD Power report.