J.D. Power has announced its 2018 Malaysia Sales Satisfaction Index (SSI) Study, which is a comprehensive analysis of the new-vehicle purchase and delivery experience based on responses from 2,477 car buyers who bought their cars between September 2017 and May 2018.
For the 16th year of the study, J.D. Power redesigned the six weighted factors that affected overall customer satisfaction with the new-vehicle purchase experience. These include dealer sales consultant (26%); dealership facility (25%); delivery process (19%); working out the deal (14%); paperwork completion (14%); and dealership website (2%).
Based on the results, Nissan managed to leap last year’s leaders, Isuzu and Toyota, to take its place at the very top with a score of 812 points (following a 1,000-point scale). Coming in second place is Isuzu with 797 points, while third place Honda (795 points) improved upon its position from last year to overtake Toyota, which is now in fourth place with 791 points.
Another gainer here is Mitsubishi with 787 points, which places the brand just above the mass market average of 784 points. Beyond that, Proton improved from last year with a higher position and a score of 782 points, while Volkswagen appears on the list with 779 points. Mazda found itself placed further down the rankings with 781 points, and Perodua is at the bottom with 774 points.
According to J.D. Power, car buyers were more satisfied when engaging with experienced sales consultants that used digital devices. Unsurprisingly, many also expected a thorough explanation of available features when the vehicle is delivered, and welcomed follow-up clarification efforts. Customers also prefer when sales consultants have the autonomy to quickly secure a deal rather than having to wait for the thumbs up from their supervisor.
Aside from these key findings, the study also revealed that a growing number of buyers (59%) researched online for information such as the price, features and specifications of a vehicle. Those who do access information online were also more inclined to contact the dealership prior to a physical visit to cross-check details as well as compare pricing across different dealerships.
It is also discovered that financial considerations are the most influential reason for purchasing a vehicle (46% of respondents), primarily affecting those aged 29 years and younger. Curiously, younger buyers are also found to be less style-driven than older buyers when purchasing their vehicle.
“Car buyers in Malaysia, especially younger buyers, are increasingly concerned about the cost of owning a vehicle and are turning to online channels to aid in their research on the best available deals,” said Muhammad Asyraf Bin Mustafar, country head of Malaysia at J.D. Power.
“Brands that can offer a competitive pricing model through flexible financing options, better fuel economy, customized maintenance packages and higher residual values are likely to attract more customers. Similarly, it is important that brands can match their product offerings with their customers’ purchase reasons,” he added.
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Good job Tan Chong!! well deserved!
Why bmw is not in the list? Not surprise to many current users.
bmw masok wokshop ?
Service center always pack, leave the car for many days for same repeating problem, low quality service advisor. Well done to the survey that is accurate.
Thailand-built Toyota have many issues and complain
So what Ah BEng Level 2 who always support Honda salesman but never give way to other carmakers. Just look at Honda Models have tons of issues and tons of complain. You are always talking all the fake comment. So don’t complain about Toyota and other carmakers as well. Toyota and Proton and even other carmakers will improve next year. Don’t worry so don’t be too proud.
LOL.. perodua place so low and because it’s cheap, malaysians have no choice….
As expected. Top 5 all jepunis, Tabik spring !
Airbags confirm no defect? Satisfaction alone cannot guarantee car quality
Pipu buys P2 becoz its cheap, not becoz its gud. And this chart above reflects on that truth.
Pls focus on safety, quality and assembled product, rather than marketing or sales..
Correct. Better wait Proton VF11 MPV..
A warm message to Tan Chong Malaysia
Wake the F*** up !
Where the heck are the new models like in Nissan USA, Canada, Japan and Australia?
GTR NISMO, 370 NISMO, 2018 Murano, Juke Nismo RS,
Note NISMO, Pathfinder,Rogue facelift and Qashqai.
Nissan India and Thailand also have better offerings compared to the ugly and unwanted Almera and other junk cars in Malaysia.
These vehicles will surely eat up Toyota and Honda sales in Malaysia.
If they listened to people like you they wouldn’t be on top of the list for customer satisfaction.
Mr ttm relaxs next year will be launching new models
As Isuzu owner, I am of opinion Isuzu has the worst service. Surprised they clinch second place. Hope it is real.
Because all Nissan buyers now are aunty and uncle. Need to have sales person explain slowly one by one. Millennials just make sure got nice lighting for Instagram , Facebook moment to maximum show off buy new car in your face . Features inside already memorize from watching YouTube, no need long winded explanation
VW… Habis la…
Definitely Honda Malaysia is totally lied. Honda salesmen are the most arrogant. Always never improve their Honda Malaysia Service Quality and Assembly Quality. We are sure that the Honda vehicles Sales Satisfaction Malaysia is biased and is totally cheated when the Honda service quality and Honda assembly quality is so teruk as Honda salesmen are always trying to show off to Proton, Toyota, Mazda, Mitsubishi, Korean Cars, Perodua, BMW and Mercedes and even other carmakers
What happened toyota? Used to be top ranking for the past 10 years. Now selling a lot less cars and why sales team so lansi? I must say when u gave up your branches to dealers, you screwed up everything.. The sales, the aftersales… Not surprised if in 10 years you sell less cars than nissan
For those who were laffing at P1 then, HAHAHAHAHA! Now P1 is ahead of P2 in just 1 month, like I said it wud soon. Now P1 is just 2 points below market average while P2 drop to bottom. Lolz!
P1, Geely, Mesidis, VolvoCar, VolvoTrucks, Lotus > all
“Sales Satisfaction” is far different than quality.
That wasnt what Toyota & P2 fanbois claimed previously.
wow..nissan TC..kena beli serena hybrid la macam ni
Wait for nissan note e-power
Yes u shd buy price is so worth to buy
6 Air bags, four view camera, 7 USB port, bck dual door, n hand free power door… Got rdy stock
The less you sell, the more you perform in the aftersales segment.
not so for toyota. see where they are now in CSI ’18
Toyota got hiace, fortuner, hilux, fork lift….
Honda services near the top spot? Seriously?
In Langkawi, Honda after sales service is the worst.
Perodua Service Center is the best or on par with Toyota.
Puik to Perodua and Toyota service center, lousy service, after service the car getting worst.
Proton lagi worst. Nasi Lemak service crew with no knowledge on how to service the car then say:”Biasalah bang, ni kereta Proton”. The chart above reflects on that truth.
how this power circle thing going to improve the build quality of a car? i dont get what is the purpose..if your car sucks…of course u need to work harder to sell it..some carmaker/car-rebadging like perodua dont really need to do anything cause the car sells for itself..no need to work hard..very biased and useless rating..
JD Power is BS, you need to pay for high rank
When you sell less..you have less dissatisfaction customer..thats all..full stop..
Pls explain for Toyota higher than Mitsu then.
Is this J.D. POWER relevant to the car brands?
After all , we know modern Nissan vehicles are actually very low quality in Malaysia but given highest rating in the J.D. POWER survey.
I find this J.D. Power survey is Buyers, meaningless and irrelevant at all . Please get lost J.D. Power, you are not needed here.