Mitsubishi has come out on top in the 2018 J.D. Power Malaysia Customer Service Index (CSI) Study, finishing ahead of Mazda, Volkswagen and Nissan. Based on a 1,000-point scale, Mitsubishi scored 814 points, Mazda netted 786, whereas VW and Nissan are tied at 776. Toyota, which was the top car brand in the 2017 study, slipped four spots to finish fifth, with a score of 772 points.
Three other brands were ranked in the study, with Honda finishing in sixth with a score of 752, Perodua with 742 points and Proton with 739 points. All three automakers fell below the industry average score of 754 points – other brands such as Ford, Kia, Subaru and Hyundai were not ranked due to small or insufficient sample size.
The study found several key findings. Satisfaction is higher among customers who used express service than those who didn’t (784 vs 733 respectively), and the average time used for an express service is 125 minutes compared to 150 minutes for regular service.
Similarly, service provided in under three hours is also crucial. Customers are more satisfied when the time taken to service the vehicle is within three hours (767 points). The score drops considerably when it takes longer (726 points).
Communication between technician and customer also seems to boost satisfaction levels. The score for those who spoke with their technicians (56%) and agreed to additional work recommended by their service advisor is 801 points, versus 729 points for those who did not speak to their technicians but still proceeded with the recommendations.
Other factors influencing customer satisfaction is personal interaction with the service advisor and use of digital technology, such as making a service appointment online or via a digital app. J.D. Power country manager for Malaysia, Muhammad Asyraf said “the use of electronic devices in the vehicle owner interaction processes at the dealership are primarily targeted at improving owner convenience and enhancing dealer efficiency. However, it is important to also recognise the value of human interaction.”
“The availability and accessibility of well-trained and professional staff at the dealership go a long way toward building customer relationships and engagement, with technology also acting as a key enabler in the process,” he added.
Fast access to the service advisor during a vehicle drop off also contributes to the scoring process. Satisfaction is higher among owners who were first greeted by a service advisor upon arrival (82%) than when greeted by someone else (769 vs 698 respectively). Satisfaction is also higher among owners who waited to speak to their service advisor for five minutes or less than among those who had to wait for more than 5 minutes (772 vs 734 respectively).
The results are based on responses from 2,957 new-vehicle owners who received delivery of their new cars between March 2015 and July 2017 and took their vehicle for service to an authorised dealer or service centre between March 2017 and July 2018. The study was fielded from March through July 2018. The study measures overall satisfaction based on five factors (in order of importance): service quality (25%), vehicle pick-up (21%), service initiation (20%), service facility (17%) and service advisor (16%).
Looking to sell your car? Sell it with Carro.
how is vw up there is a mystery
said some non VW drivers.
I think nothing can be worse than the BMX service. BMX shall be part of the survey. Super long diagnosis, test here test there, waiting for part. What a joke.
Same experience here for X5. Repeated power pump suspension issue in 8 months. Very poor and long service period.
OMG Proton is at last place. This is shocking. And they think they can sell the Boyue like this?
Can I remind Proton one thing. People left Proton and refuse to buy another Proton for one reason – the customer service stinks. Nothing to do with the product
Infact Proton cars were great. I myself owned about 5 different Protons in my life time.
Let me remind Proton again. Let this be a message to Li Chunrong also—-People left Proton for only one reason….stinking customer service and after sales.
So, now with a great product like Boyue and X70, how is Proton going to capture customers again if Customer Service still busuk?
Proton can even sell Rolls Royce for RM100k, but people will still not buy it because after sales and customer service stinks.
So what happened to all the 1S that was upgraded to #S and 4S and all that drama? How come customer service still stinks?
Something must be seriously wrong with Proton.
One can see Proton’s demise in a few years time and Geely fully replacing Proton in Malaysia with just Geely branded cars if this still persist.
premium teutonic brands not even on the lists! does it mean they’re worse off????
Proton needs improvement…However, Honda is more worst than Proton in actual.
I would like to congrats to Mitsubishi, Nissan, Volkswagen, Mazda and Toyota. But Don’t ever worry Proton and Toyota, I am very sure that Proton and Toyota will improve service quality. By next year J.D Power on 2019, Proton CSI (Customer Service Index) should be improve including Toyota CSI (Customer Service Index) should be improve as well in order to improve their rankings.
Hidden due to lowcomment rating. Click here to see.
Wrong. Honda can be worse but their sales are good. Honda Malaysia always cheated to Malaysians. Bailouts are needed to pay billions of dollars for Honda Malaysia which is known as “Honda Malaysia Scandal”.
Proton is up in the ranking and sales are not kaput at all with no bailouts needed.
Rakyat’s money never bring down the drain
But Honda is an association of manufacturers or suppliers with the purpose of maintaining prices at a high level and restricting competition cause Perodua doesnt allow other brands like Volkswagen, BMW, Mercedes Benz, Volvo, Toyota, Nissan, Proton, Mazda, Kia and Hyundai to be at the top, only Perodua is only wanted itself to be at the top which is very selfish, highly offensive, snobbish, very greedy and disrespectful to other car brands. Lastly, pls don’t ever buy Honda due to Honda service quality is terrible as well as Honda assembly quality is very terrible which is very sure that Honda Malaysia Quality never change their attitude at all. This shows that Honda Malaysia is always cheated to Malaysians. If you buy Honda, then few months later, you will have too much of problems for any Honda models like what “Mario and Bros” has been told you, “Mario and Bros” is right.
Sorry there is a mistake. The actual sentence is “But Honda is an association of manufacturers or suppliers with the purpose of maintaining prices at a high level and restricting competition cause Honda doesnt allow other brands like Volkswagen, BMW, Mercedes Benz, Volvo, Toyota, Nissan, Proton, Mazda, Kia and Hyundai to be at the top, only Honda is only wanted itself to be at the top which is very selfish, highly offensive, snobbish, very greedy and disrespectful to other car brands. Lastly, pls don’t ever buy Honda due to Honda service quality is terrible as well as Honda assembly quality is very terrible which is very sure that Honda Malaysia Quality never change their attitude at all. This shows that Honda Malaysia is always cheated to Malaysians. If you buy Honda, then few months later, you will have too much of problems for any Honda models like what “Mario and Bros” has been told you, “Mario and Bros” is right.” Pls don’t read on my first comment because there is a mistake.
the affiliation with DRB has improved Mitsubishi.
DRB has always been around since the beginning. And only recently DRB improved Mitsubishi? I don’t get it.
Jangan tipu
Hello ! Mitsubishi is no longer DRB. The affiliation with DRB killed them
Congrats, MMM. Now, how about introducing some new models into Malaysia? The Pajero Sport, Xpander and Eclipse Cross still no news?
Hidden due to lowcomment rating. Click here to see.
Hidden due to lowcomment rating. Click here to see.
Not really shame but more like no shame! Their pipu oso no shame to sell unsafe dinosars! Toyota shud rebrand itself not as car seller but dinosar seller.
Right,Asx 2wd also dinosaur la,oversea punya 2w got vsc,MY pipu life no value punya.
Dont think Honda is very good. It is most likely to be the worst. Just look at Honda CSI is below Mass Market Average. hahahaha
Honda tipu lagi. Honda will never improve service quality, assembly quality at all.
Mitsubishi, Mazda, VW, & Nissan above Toyota? Later their fansies will shout JDP is fake news.
This will make people think 3 times.. buying Boyue
Tak Tau Malu nak ciplak BMW X5 nama
No need to think .. don’t even think
Yes. It will make people think 100 times before deciding not to buy Toyota. An example is Hilux & Fortuner got equipped with better safety gadgets after terrible sales.
Proton = 2 star
p2 = no star!
You show your own stupidity ar… not me accuse you ar. P2 got 3 star. hahah
NO! P2 = Death star for their unsafe cars
Toyota = -5 star. Can throw this brand into rubbish bin.
Honda = no star at all
Meh! Only 4 points differentiates 2star and 3star. Don’t be so full of yourself and your crappy brand.
Mitsubishi ranked highest?
Honda is under average?
Toyota is doing better than Honda?
I doubt it.
Most of the Honda Fans have transferred to Proton Fans, Toyota Fans, Mazda Fans, BMW Fans, Mercedes Fans, Volvo Fans, Hyundai Fans, Kia Fans, Lexus Fans, Peugeot Fans, Renault Fans and Nissan Fans. Hahahahahahaha!!!
honda = poor services
Clever ckpua. Only fool people will buy lousy Honda quality with Honda models designs look like donkey design and Honda models designs looks like outdated and ugly as well as Honda service quality is very terrible and even Honda assembly quality is very terrible too for all Honda models.
No Mercedes or BMW?
BMW has the worse sc in the industry but merc service are quite good at least for Hup Seng Star not sure about c&c
Salah. Both BMW SC and Mercedes SC are good
Told ya. Honda Service Quality including Honda Assembly Quality attitude will never ever change at all
I use asx and grandis. The service centre is crap
Not many car sold and come to service, thats why can give good service. Everytime I service my Mazda, always walk-in and they will service my car right away.
I’m not sure about west Malaysia, but Mazda in East Malaysia impossible to make it to second place
Every time I call mazda for a service they ask me to wait 3 weeks at least. I dont understand how they can be up there
Tipo lah, you only need to walk in.
from my experience, honda is worse than perodua & proton. should be at the bottom
But somehow people around me have experience with Proton and Perdua service are GOOD, but VW is BAD.
A wake up call to Toyota. This is what happens when you sold off branches to dealers. They just don’t bother.
A wake up call to Honda Malaysia. This is what happens when you sold off to branches to dealers. They just dont even bother at all.
I believe this survey is flawed. Notice that the service and satisfaction seems to favour the car manufacturers that sold the from the least number of cars in Malaysia to the most with exception of Proton.
After DieselGate, AirBagGate, now JDGate
the continuous years of JD Power stupid polling saga continuous…
Yes.when your sales are small,you can focus and give better service.
I have a Mitsubishi Trition which I serviced at Section 23, Shah Alam SC. A small SC, so you have to book in advance because there is no place to service many vehicles and to park at any one time. (Most of the cars are parked outside the facility).
While the service is okay, the charges and spare parts are very expensive, compared to the Toyota Landcruiser II which I owned before.
Strangely Mitsubishi got the number 1 spot because it decided to end their car sales more than a year ago and only concentrate on selling 4x4s and SUVs. Maybe their 4x4s and SUVs have less problems than the cars they used to sell?
A real shame that Honda had dropped below the mass market average. Maybe their SC expansion plans are not in congruent to their huge increase in sales, eating up shares from Toyota and Nissan mainly. (Hence the outpouring anger form the Toyota and Nissan supporters in this forum?).
Honda definitely need to pull their socks up immediately before the trust in their products take a downward trend if buyers no long believed in their quality.
World survey by J.D. shows Kia and Hyundai ranked top 10, but dropped out in Malaysia, is that representative? Which is more reliable?
Obviously people buy the most popular car in Malaysia Perodua not because of its quality, but due to its affordability.