J.D. Power has released its 2017 Malaysia Customer Service Index (CSI) Study, which measures overall service satisfaction among owners. The 2017 edition of the study is based on responses from 2,705 new-vehicle owners who purchased their vehicles between February 2015 and May 2016, and serviced them at authorised service centres between August 2016 and May 2017.
“With a demanding and fast-paced modern lifestyle, Malaysian car owners do not have time to waste when sending their cars for service. It is a dealership’s responsibility—with the support of professional service advisors—to ensure exceptional service that meets customers’ expectations,” said Muhammad Asyraf Bin Mustafar, country head of Malaysia for J.D. Power.
New-vehicle owner satisfaction with the service experience is measured 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%).
This year’s study saw customer satisfaction improving across the board, with both Malaysian and foreign brands achieving a higher score (on a 1,000-point scale) compared to last year. Malaysian brands averaged 756 points (+9 points), whereas foreign brands achieved an average of 766 points (+11 points).
Once again, Toyota managed to occupy the top spot with a score of 780 points, improving by 17 points from the year prior. Coming in second place is Mitsubishi, narrowly edging out Mazda (776 points) with 778 points, followed by Nissan (768 points), Volkswagen (765 points) and Isuzu (764 points).
Carmakers that were below the mass market average of 761 points include Ford (759 points), Perodua (757 points), Proton (755 points) and Honda (753 points). According to J.D. Power, Kia and Hyundai’s omission from the rankings is due to a small or insufficient sample size, even though both are included in the study.
The study also revealed customers appreciated service advisors who provided a proper explanation of work prior to commencement of service, with satisfaction increasing by 49 points to 768 points, compared to when explanations are not provided (719 points). Similarly, those who received an explanation of work after the completion of service were more satisfied (763 points vs. 711 points).
This year also saw an increase in the percentage of customers who completed the handover process in less than 15 minutes at 62% from 58% in 2016. In addition, the percentage of instances in which service charges are explained post-service has increased to 91% from 88% last year.
Other key findings from the study reveal Malaysians are more satisfied when they are kept informed of their vehicle’s status and when customer facilities are available at service centres. Naturally, customer satisfaction affects loyalty and advocacy, so highly satisfied customers say they “definitely would” recommend their service dealer to the friends and family.
Looking to sell your car? Sell it with Carro.
Honda is crap. I am do dissatisfied and disappointed
My previous was a Ford and I complained but honda is worse
Think 5-Star, think Toyota. Wooots
HRV, civic, brv crap hard plastik interior. But gooder than persona, saga.
More HPF in persona than city. More in preve than civic. Persona and preve better
Wow. You are actually comparing Honda with Proton!
I don’t know how true all these paid surveys are but my experience with my Honda was amazing. My whole side mirror got smashed and I drove into Honda without appointment. The SC replaced the whole side mirror (not just the cermin but the whole side mirror) in just 2 hours with the same paint colour as my car.
Then my Proton’s side mirror also got smashed by motor. I took to Glenmarie, they took 2 whole weeks to replace my side mirror and another 1 week to cat the mirror with 2X the price Honda charged me.
3 weeks vs 2 hour.
P1 mechanic say : Biasa la tu bang proton…kalo dulu kene 6 minggu.
Hmm why my experience is opposite? When I went to Proton svc ctr complain on Sat, they got the parts from stockist (they didnt keep stock for this part) and replace within 1 hr.
But for T, is crazy nightmare. Send the car in Sat, they say cannot make complain on weekend. Cue the company policy spiel b*llsh*t.
Then I come back on Monday, they said no parts in stock need to order & wait 2 weeks. 2 weeks later no followup, I called they say forgot to order. MadarF!
Then wait another 2 weeks still no followup call, so I called them then they say “Oh soli sir, parts alredi here. Can come repair now” WTH!?
Then I ask, since its not my fault for extra delay, can do repair on weekend? They gave me the same company policy spiel b*llsh*t again and request come back on weekday.
Fine. I took another unnecessary leave to get it done, but you know what happen? They shafted me behind regular svc customers and made me wait half a day for nuts when the job took 2 hours only.
I was in rage mode and demanded to see the svc manager. And guess what they replied? “Soli sir. Manezer go course in Jepun” For how long? “2 weeks sir”. Probably go golf course in japan. I giveup.
And from that day, no more T for me or my family. So 2hrs? Yeah, provided you didnt add the 4~5 weeks waiting time and chasing from my end!
You mean few years back when you own T? This is latest study. Move on mate
You want to know why happened to you? Your face so lansi one. To many other Toyota owners, they rate Toyota service as excellent. Number 1. Tip top.
Is 2015 considered few years back? Then when did this Kunta fella last went to a Proton svc ctr? 10 years ago?
Makes me feel that this blog site is crawling with T sales & svc people that has nothing better to do after shafting their customers.
Why not happy? Honda is last? Go home and sleep duh.
My same sentiment. After i booked for my Honda, I read about so many terrible reviews in honda fb page. I’d almost given up deposit and switch to toyota. But my cousins who are cars enthusiats told me to ignore those craps and not to worry. Sure enough, Im now a happy Honda owner. My salesman and service centre provide excellent aftersales service. No doubt in Honda, no regret but a proud owner ;)
THANK YOU FOR SUPPORTING HONDA !
Bmw auto bavaria service is bad, sick of the lousy job done. I believe many have same experience.
I really sick of service from auto bavaria Glenmarie. Lousy service, no sense of responsibility. Long waiting part, poor skill, poor service advisor
Not surprised with Honda ranking. Bought the previous generation Civic and has been regretting that ever since. Even with their so-called 5 years warranty, most of the problems are still not fixed. Either they tell me it’s a “characteristic” of the car or they just can’t hear it. Now I’m actually thinking of paying for the parts even during the warranty period in an attempt to troubleshoot one of the problems myself. That’s how desperate I am.
Servicing is another joke, the SC is packed like sardines and forget trying to do a walk-in. They only “entertain” warranty issues during week day and they don’t do repairs on Saturday which means you need to take AL just for repairs.
Look at Honda’s position yo!!!
Buy Sushi so happy. Buy others so worry
Honda is sushi so why?
Toyota sushi send u to underworld
I thought basher says JDP results cant be trusted.
what I can say is….
Toyota used to be sucks, waiting time few hours, everything slow.
Now it is honda’s turn. while they gets more sales, they tend to service more customers with the current manpower.
Yes Toyota Hilux!
You know why? Toyota has an extensive service network but with low sales recently the centers are under loaded and can thus give better service.
Honda last place. ini semua salah drb…
Why Proton not top? I thought our Ministers said Proton is 100x better than Volvo and BMW and Proton is the BMW of Asia.
Nobody said that only u did. And BMW asia can saman for misusing their name www.bmw-asia.com
Go and google. Not one or two Ministers said that, but many Ministers have said that.
Still in denial?
As I said. BMW asia is BMW entity. Misusing their brand name is a felony.
another dupe?
Can you give the links on the quotes you mentioned?
I assume you are driving a Lexus, hence your comments?
Toyota bashers,on the way!!
Proton: Ada VSC?
P2: ada rear axle?
Judge all these companies by western standards, Toyota might just make the pass list…the rest can disregard
Then judging by VW & Ford results, both which r top sellers in their own continents, I will say MY has higher standards than whitemanlord countries.
VW, you must be kidding me
Satisfied loyal Toyota owners, reliable best RV. Toyota CH-R, Worth the wait.
Chr is underpower. Next!
Perodua should be lower.
orang tak ramai boleh la layan lebih
Perli P1 lettew..kih3
Perli toyota sebenarnya. Xde org mau belilah
Toyota perodua vely laku keras.
Because it is cheap. Not because it is good
Respect Is Earned Not Commanded. Syabas UMW Toyota!
Basher said cannot belip Ancap, so this star oso cannot belip wor
Honda honestly deserves it. I hope they improve a lot after seeing this. Their cars deserves better
What nonsense! I owned a Honda before and now a mazda…Honda service is way better! Mazda service…sigh…
Which Mazda service centre did you find terrible?
for my experience, honda service center is terrible. especially kajang and sg long branch. glenmarie last time ok. now also deteriorating..
Honda last..kah kah kah…Malaysians who are so hadap with honda are a fool…kah kah kah
I think Honda HQ one whole day meeting today. Bosses very upset.
I guess the main reason for Honda’s low performance was due to their overwhelming sales? Their SCs could not keep up with the surge of cars coming in for services?
Meanwhile toyota showroom is empty.
Long live TOYOTA…the king reigns supreme…
Airbags still 2…
But their customers not long live wor…
After sales yes, but by looking from HI 2017 sales, not very good. Maybe becoz of that they can offer better after sales service. Less customer to entertain, with a lot of SC.
What happen to your HONDE ? aftersales so rubbish ? honde civic turbo fail ka?
Rubbish honda, Proton is better, but Toyota Best.
I am a new Honda owner. I fully agree with Honda’s spot here because the service centres I have been to are far worse than the ones I experienced with ETCM and even Subaru. Honda service advisors have no idea how to properly attend to their customers, its almost as if they never went for any training.
Especially bad experience Honda Tian Siang at Jalan Kuala Kangsar, Ipoh. I blacklisted these idiots. Horrible attitudes of their useless service advisors. Even when they screw up the service timings of their customers they will conviniently and casually tell it to your face that it is the customer’s fault. One time I dropped by their because the fuel lid on my brand new Honda cannot be opened, they cannot process it in their tiny peabrains that it qualifies as an emergency as I couldn’t fuel up the car and told me to make a service appointment in two weeks before I reminded them on their idiocy and they finally found a guy to perform a 2-minute job. Even that they screwed it up and I had get it done properly at a Honda dealer along the LDP highway in PJ the same week.
What Honda car do u own bro?
Accord
For real ! ????? I thought Honda will be up there with all the initiatives they have taken to tackle Airbag issues. And VW at the top ?? No BMW or Audi or MB !!! Wow !!
I do find Audi and Merc service centre were very good and pleasant. Hassle free and not crowded. For BMW, I do not know as I do not own any BMW as I do not find them attractive nor worth for every penny of mine.
I have a Beemer. Really depends on the branch quality of staffs. But avoid at all cost on Auto Bavaria Sungei Besi. Biggest conmen in there with most stupid mechanics. They trash yr car plus, forget to install back panels which are removed during service. Worst of all they avoid responsibility !
Honda cars are great but service for the service center and warranty claim are crab.
Janji tak payah pening, tak payah pikir, beli je TOYOTA. Jimat minyak, murah servis, enjin Toyota reliable, spare part banyak, RV ada. HP loan toksah topup. revolusi CHR
CHR is heaviernthan exora with puny engine. P1 engine power, jepunis beaten flat, main lajak boleh main pickup pun boleh
Salesman? Service once in a while. Drive every day. That’s why T not laku nowadays.
I’m not surprised with Honda’s position. Yes their products are brilliantly packaged in terms of space, style and power but servicing my FD was quite a pain, both in terms of cost and the overall experience of dealing with Honda USJ and Old Klang Road. Not forgetting that they refuse to help my friend when her City was involved in an accident. She ended up having to contact the insurance company and perform all documentation by herself.
Since when car compny will help in accident documentation?
P1 do help a lot. Good experience when sending car at P1 owned body shop… Near the P1 COSE
Nissan. 10 years ago my new sentra sandwiched in highway. All I did is police report and retrieve fault party cover note. Drive to Nissan, the SA literally told me I know you are sad. Just leave the key to me and I make you smile 3weeks later. And that exactly only thing I did and smiling 3 weeks later.. Fixed like new.
Lol, I can’t even digest why Honda is so bad compare to Proton. Honda Malaysia should improve it if they want to maintain as No 1 non national car brand in Malaysia.
Top 3 car sales below satisfication.
Is it because too much car in SC for service and SA can’t fully entertained every customer.
Until today, i am fully satisfied with Perodua SC
Not really. The SC in section 15 Shah Alam can’t find a solution to the jelly like rear suspension of my Perodua Nautica. And the air cleaner cost RM150.00!!
And the worse part is, second hand dealers don’t want to trade in the car.
Can anyone explain how come Honda score badly,but still overtake all the other Japanese marques,in terms of sales?
UMW scored notoriously well but look at the terrible sales figure.
Honda….the power of realistic dreams.
The same cycle went to Hyundai and VW. When new sonata came, ppl went mad and bought them like crazy. When VW arrived with golf and Passat, many ppl changed camp as well. But they regretted at buying those cars.. But won’t buy Toyota because of water face. They bought Hondas. I believe what happens now complete the cycle. The same ppl will come back to Toyota.
Good.
2017 German JD Power VDS, Kia and Hyundai top 1 & 2 :p
Wow VW on 5th spot?
sold too many cars, sacrifice service quality. i am amused. even worst than proton. what is happening, Honda?
too small sampling does still justify doesnt matter if the score is high or low. if its bad, then thats how customers are treated by either Kia or Hyundai. or in this case, how badly Honda owners are treated. even VW is number 5 in ranking. Kia, you were number 4 last year. what happened??
Surprisingly excellent performance by VW Malaysia
Auntie 2017 toyota vios bumper ada slight drop and there is a huge gap in between. auntie pergi toyota servis center ask them to change.. now im driving a vios with rapidkl bus bumper infront.. manyak kasih toyota..
Honda Malaysia is last ?!? But why ?
I suspect it’s because of slacking quality control, the Takata recall and an overburdened aftersales network.
If you take some time to research owner’s testimonials for Honda’s new cars, you’ll find that Honda Malaysia has some very questionable quality control. Just join the facebook owners groups, or search at lowyat forums. Some models have more problems than others, especially the FC Civic.
A lot of people have bought new Hondas for peace of mind reliability. People know that Japanese badge = quality. But it seems that this is not the case for Honda Malaysia. They have become complacent and overconfident in the last few years.
Also, the mass influx of new Honda cars on the roads in the last few years may be too much for Honda’s nationwide aftersales network to handle. Honda has never been more popular in Malaysia than they are today. It seems that Honda Malaysia have fallen victim to their own success. The Takata airbag recall may have been a factor too (but then again, most other brands are similarly affected).
Honda Malaysia needs to buck up their quality control and aftersales if they want to maintain their no.2 sales position. It’s shocking to see Toyota at the very top and Honda at the very bottom of this year’s JD Power survey. Somehow, even Proton has managed to surpass Honda in this year’s survey.
Then again, JD Power is not the best means of measuring owner’s experience (since it depends on owner’s testimonial, which will undoubtedly vary from demographic to demographic). But JD Power is the only one we have, and if anything, it can still serve as a rough guide to the new car market.
Customers don’t lie.
Is there audit process for each of the 90+ Honda SC in Malaysia?. The habit of “upsell” like SA asking you yo change aircond filter when the car milage is not even at 10,000km?. Car milage at 6000km in 6 months of non aggressive driving but SA is a pushing to use full synthetic oil. Is it necessary to change cvt oil if the car had only done 21,000km by 24th month?. If Honda Malaysia load its cars with software for advisory of oil change (like in USA which engine oil change by ECU advisory could be between 7000 to 12000 miles) with extrapolation of duration of engine run hours, milage travled, temperature etc etc then I will have no problem of using Honda’s full synthetic oil. More so if it is a Honda hybrid which engine run hours will be much less than non hydrid for the same milage travel in city like KL. The maths and science does not add up when good engine oil or good cvt oil or oil filter are replaced before even well before their end of run. (For normal driver even if it is API SN dino engine oil is already superior than SH oil of 20 years ago) Especially when ECU software can be loaded to pop up reminders to Honda owner on due milage for oil change. One of reasons I bought Jazz in 2014 and then a City in 2015 is that Honda (a 2014 Honda Malaysia miracle?) had increase the oil change interval to 10,000km from 5,000km. Tomorrow I am getting my City Hybrid for my own use and hope there a Honda miracle in 2017 of loading their cars ECU with software which pops up reminders for oil change or visit to SC. Then all Honda owner will be unburden with a bit longer interval before next visit SC & greener because of too short interval whereby engine oils etc etc is replaced. Hope that Honda Club will push hard for the above improvement. Slogan of : “A small step forward by Honda Malaysia and a giant leap for each Honda owner”???. Maybe UMW could implement this and even be the 1st in Malaysia to do so?.
haha … maybe caused by the airbag replacement…
2705 samples in 15 months period? Really??
Dun personal the method. Oh wai
If Honda replaces airbags kena bash, if toyota makes silence compliment pulak
VW definately has stepped up their game and improved. Goody.
I’m here to read comments only
FORD ABOVE HONDA?
WHAT DRUGS ARE YOU GUYS TAKING? i need some of this hallucinogenic stuff the JD power guys must be snorting.
JD shouldve asked me about Ford. I wouldve buried Ford and SimeDarby to the last spot.
In february i did a major service, in april my goddamn engine gets condemned due to expanded rubber hose. a goddamn 200 dollar hose caused me 12k worth of repair.
and service quality is rated 4 out of 5 stars?
u guys are &(@^#*(@# mad!
This depends on the demographics they survey on. If 10 out of 10 are Jeremy Clarkson confirm Aston Martin and Jaguar will have the highest score.
What car is that, bro? I guess it’s a Focus?
thanks sharing survey, me and my friend plan to buy car recently.
After sales service is priority to me.
Surprise Volkswagen can earn top 5 spot.
I thought the global survey found Porsche and Lexus right at the top. However, both brands are missing here. In fact, there are no luxury brands are in this list. Surely, BMW Malaysia can get easy marks because they offer 5 years free maintenance. Think Lexus also offering the same for newer models, like the LC500. And Lexus service is quite famous. And their cars rarely have problems.
Is proton service really THAT bad?
My experience with 4 different service centers were all pretty good in the past year. Sure, sometimes they make you wait a few weeks for parts, but I think it’s mainly due to the sheer amount of P1 & P2 in Malaysia.
Everything was done within a day when i visited them with no appointments prior. Except for the time where i had to wait a few weeks for the reverse censor replacement to arrive.
I’ve had my share of frustration with a 3rd party dealer (XXX sdn bhd), didn’t rectify properly after done, i had to visit Proton’s own SC (Proton Edar sdn bhd) to fix the matter.
Tbh, I’m quite pleased. I suppose being direct branch, they don’t bs like 3rd party dealers that likes to overcharge u to make more profit.
Honda haha padan muka, too many times read on the internet owners getting shitty service. It’s not a joke anymore when they say even proton give better service.
Proton edar recently got a new CEO, whom I’ve personally met and pretty impressed by his humbleness and enthusiasm for his job. I think proton is in good hand, so hopefully they work hard. Under new ownership with Geely, they have the potential to be great, so they gotta work hard to realise their potential.
Toyota syok sendiri, all replied by SA. Puik
Langkawi toyota service centre don’t deserve 5 star… specially their service advisor
Toyota being the best is a lie, my cars were sent and came back dirtier, missing covers and in worse condition
Because JD Power sent survey form to Toyota SA owner