J.D. Power 2018 Malaysia Customer Service Index: Mitsubishi ranks highest, Mazda, VW & Nissan behind

J.D. Power 2018 Malaysia Customer Service Index: Mitsubishi ranks highest, Mazda, VW & Nissan behind

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.

J.D. Power 2018 Malaysia Customer Service Index: Mitsubishi ranks highest, Mazda, VW & Nissan behind

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%).

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An ardent believer that fun cars need not be fast and fast cars may not always be fun. Matt advocates the purity and simplicity of manually swapping cogs while coping in silence of its impending doom. Matt's not hot. Never hot.

 

Comments

  • Semi-Value (Member) on Sep 21, 2018 at 3:47 pm

    how is vw up there is a mystery

    Like or Dislike: Thumb up 46 Thumb down 21
    • Herbie on Sep 21, 2018 at 4:51 pm

      said some non VW drivers.

      Like or Dislike: Thumb up 26 Thumb down 4
      • Auto Bataria Glenmarry on Sep 21, 2018 at 5:14 pm

        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.

        Like or Dislike: Thumb up 13 Thumb down 2
        • Auto suck loh on Sep 22, 2018 at 2:56 pm

          Same experience here for X5. Repeated power pump suspension issue in 8 months. Very poor and long service period.

          Like or Dislike: Thumb up 6 Thumb down 6
      • Pilihanraya Kalah Teruk on Sep 22, 2018 at 4:47 pm

        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.

        Like or Dislike: Thumb up 4 Thumb down 18
        • rightwinger on Sep 24, 2018 at 1:07 pm

          premium teutonic brands not even on the lists! does it mean they’re worse off????

          Like or Dislike: Thumb up 2 Thumb down 0
  • Proton oh Proton on Sep 21, 2018 at 3:51 pm

    Proton needs improvement…However, Honda is more worst than Proton in actual.

    Well-loved. Like or Dislike: Thumb up 110 Thumb down 6
    • halloha560-john SDN BHD on Sep 22, 2018 at 10:03 am

      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.

      Well-loved. Like or Dislike: Thumb up 68 Thumb down 4
    • Pilihanraya Kalah Teruk on Sep 22, 2018 at 4:49 pm

      Hidden due to lowcomment rating. Click here to see.

      Poorly-rated. Like or Dislike: Thumb up 3 Thumb down 132
      • Mario and Bros on Sep 23, 2018 at 4:59 pm

        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

        Well-loved. Like or Dislike: Thumb up 126 Thumb down 14
      • powerbank on Sep 23, 2018 at 5:05 pm

        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.

        Like or Dislike: Thumb up 35 Thumb down 4
        • powerbank on Sep 23, 2018 at 5:25 pm

          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.

          Like or Dislike: Thumb up 3 Thumb down 1
  • Leafable on Sep 21, 2018 at 3:52 pm

    the affiliation with DRB has improved Mitsubishi.

    Like or Dislike: Thumb up 9 Thumb down 9
    • DRB has always been around since the beginning. And only recently DRB improved Mitsubishi? I don’t get it.

      Like or Dislike: Thumb up 0 Thumb down 0
    • Be fair on Sep 22, 2018 at 9:48 am

      Jangan tipu

      Like or Dislike: Thumb up 0 Thumb down 2
    • Tidurka on Sep 22, 2018 at 10:38 am

      Hello ! Mitsubishi is no longer DRB. The affiliation with DRB killed them

      Like or Dislike: Thumb up 2 Thumb down 1
  • Congrats, MMM. Now, how about introducing some new models into Malaysia? The Pajero Sport, Xpander and Eclipse Cross still no news?

    Like or Dislike: Thumb up 15 Thumb down 1
  • Tipu lagi Rakyat on Sep 21, 2018 at 3:59 pm

    Hidden due to lowcomment rating. Click here to see.

    Poorly-rated. Like or Dislike: Thumb up 17 Thumb down 181
    • Abesla on Sep 21, 2018 at 5:34 pm

      Hidden due to lowcomment rating. Click here to see.

      Poorly-rated. Like or Dislike: Thumb up 95 Thumb down 221
      • 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.

        Like or Dislike: Thumb up 52 Thumb down 102
        • Greasemonkey on Sep 25, 2018 at 11:45 am

          Right,Asx 2wd also dinosaur la,oversea punya 2w got vsc,MY pipu life no value punya.

          Like or Dislike: Thumb up 0 Thumb down 0
    • Dont be jealous Honda Salesmam on Sep 21, 2018 at 6:50 pm

      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

      Well-loved. Like or Dislike: Thumb up 81 Thumb down 7
    • Mario and Bros on Sep 21, 2018 at 9:48 pm

      Honda tipu lagi. Honda will never improve service quality, assembly quality at all.

      Well-loved. Like or Dislike: Thumb up 66 Thumb down 3
  • Mitsubishi, Mazda, VW, & Nissan above Toyota? Later their fansies will shout JDP is fake news.

    Like or Dislike: Thumb up 27 Thumb down 2
  • Proton Sampai Sini Saja on Sep 21, 2018 at 4:03 pm

    This will make people think 3 times.. buying Boyue

    Like or Dislike: Thumb up 6 Thumb down 17
    • Protonoimage on Sep 22, 2018 at 10:40 am

      Tak Tau Malu nak ciplak BMW X5 nama

      Like or Dislike: Thumb up 1 Thumb down 2
    • Mao Tze Tung Kereta on Sep 22, 2018 at 11:31 am

      No need to think .. don’t even think

      Like or Dislike: Thumb up 0 Thumb down 0
    • Lolwhut? on Sep 22, 2018 at 3:04 pm

      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.

      Like or Dislike: Thumb up 11 Thumb down 6
  • Proton = 2 star

    Like or Dislike: Thumb up 4 Thumb down 24
  • Mitsubishi ranked highest?
    Honda is under average?
    Toyota is doing better than Honda?
    I doubt it.

    Well-loved. Like or Dislike: Thumb up 107 Thumb down 20
    • halloha560-John SDN BHD on Sep 21, 2018 at 9:46 pm

      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!!!

      Well-loved. Like or Dislike: Thumb up 66 Thumb down 3
  • ckpua on Sep 21, 2018 at 4:37 pm

    honda = poor services

    Well-loved. Like or Dislike: Thumb up 55 Thumb down 4
    • Mario and Bros on Sep 22, 2018 at 10:45 am

      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.

      Like or Dislike: Thumb up 16 Thumb down 3
  • Confusion-ious on Sep 21, 2018 at 5:34 pm

    No Mercedes or BMW?

    Like or Dislike: Thumb up 5 Thumb down 2
    • Silver on Sep 21, 2018 at 6:07 pm

      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

      Like or Dislike: Thumb up 5 Thumb down 12
  • Mario and Bros on Sep 21, 2018 at 6:43 pm

    Told ya. Honda Service Quality including Honda Assembly Quality attitude will never ever change at all

    Like or Dislike: Thumb up 20 Thumb down 3
  • Teacher on Sep 21, 2018 at 6:48 pm

    I use asx and grandis. The service centre is crap

    Like or Dislike: Thumb up 4 Thumb down 14
  • Pakulupapito on Sep 21, 2018 at 7:07 pm

    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.

    Like or Dislike: Thumb up 5 Thumb down 0
  • I’m not sure about west Malaysia, but Mazda in East Malaysia impossible to make it to second place

    Like or Dislike: Thumb up 2 Thumb down 0
  • mazda? on Sep 21, 2018 at 7:29 pm

    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

    Like or Dislike: Thumb up 4 Thumb down 0
  • from my experience, honda is worse than perodua & proton. should be at the bottom

    Like or Dislike: Thumb up 12 Thumb down 1
  • Haidi on Sep 21, 2018 at 11:15 pm

    But somehow people around me have experience with Proton and Perdua service are GOOD, but VW is BAD.

    Like or Dislike: Thumb up 3 Thumb down 0
  • Karam Singh on Sep 22, 2018 at 12:25 am

    A wake up call to Toyota. This is what happens when you sold off branches to dealers. They just don’t bother.

    Like or Dislike: Thumb up 4 Thumb down 17
    • Mario and Bros on Sep 23, 2018 at 5:08 pm

      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.

      Like or Dislike: Thumb up 15 Thumb down 4
  • samuel tan on Sep 22, 2018 at 3:22 am

    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.

    Like or Dislike: Thumb up 0 Thumb down 1
  • After DieselGate, AirBagGate, now JDGate

    Like or Dislike: Thumb up 3 Thumb down 0
  • old dog on Sep 22, 2018 at 3:57 pm

    the continuous years of JD Power stupid polling saga continuous…

    Like or Dislike: Thumb up 3 Thumb down 0
  • azrai on Sep 23, 2018 at 3:14 pm

    Yes.when your sales are small,you can focus and give better service.

    Like or Dislike: Thumb up 6 Thumb down 1
  • Leonardo on Sep 24, 2018 at 8:52 am

    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.

    Like or Dislike: Thumb up 2 Thumb down 0
  • edtew on Sep 24, 2018 at 11:30 am

    World survey by J.D. shows Kia and Hyundai ranked top 10, but dropped out in Malaysia, is that representative? Which is more reliable?

    Like or Dislike: Thumb up 0 Thumb down 0
  • Obviously people buy the most popular car in Malaysia Perodua not because of its quality, but due to its affordability.

    Like or Dislike: Thumb up 0 Thumb down 0
 

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