J.D. Power has released its 2019 Malaysia Customer Service Index (CSI) Study, which measures overall aftersales service satisfaction among vehicle owners. For a second year in a row, Mitsubishi has topped the rankings by scoring 791 points (on a 1,000-point scale), although this is less than the 814 points it received last year.
Just below Mitsubishi is Toyota, which climbed several spots from last year’s study to claim second place with 788 points. Meanwhile, Mazda dropped down to third place (785 points), and is followed by Honda (768 points) that also gained position from 2018 to take the fourth spot.
The 2019 study also sees a higher mass market average of 761 points, which is seven points more than what was recorded last year. Non-national car brands that were at or beneath this mark include Nissan (761 points) and Volkswagen (755 points).
As for national car brands, both Perodua (752 points) and Proton (747 points) improved by a few points from 2018, taking the seventh and eighth spots in the rankings respectively.
According to J.D. Power, dealers have stepped up their game to improve several aspects of the customer journey that drive satisfaction. For instance, more customers (80% versus 75% in 2018) were notified of upcoming routine maintenance, with a 60-point difference in satisfaction between those who are notified compared with those who were not.
More customers were also kept informed of their vehicle status during the service process (86% versus 74% in 2018), which was highly valued given the 119-point difference in satisfaction between those who were informed and those who were not.
Even having a vehicle returned with control and settings unchanged was appreciated, as satisfaction was 43-points higher in such instances – more customers experienced this for the 2019 study (71% versus 64% in 2018). However, service turnaround time is an area that requires improvement, as fewer customers had their vehicle serviced within two hours (52% vs. 62% in 2018), even though a majority of customers (89%) had their vehicles serviced on the same day.
Obviously, satisfaction among customers is higher (776 points) for those who have their service completed sooner than the opposite (748 points). The proportion of customers who are not told when their vehicle would be ready has also increased (12% vs. 6% in 2018).
The study also found that more service/dealership facilities are offering amenities like complimentary refreshments and workspaces, as well as using digital channels (WhatsApp, official website and SMS) to make service scheduling more convenient for its customers.
The functionality of these digital channels has also improved, as 28% of customers who went through this avenue indicated they are able to enter all required information and complete service scheduling online without follow-ups, up from 18% in 2018.
The J.D. Power 2019 Malaysia Customer Service Index Study is based on responses from 2,644 vehicle owners, who took delivery of their new vehicle between February 2016 and June 2018, and took their vehicle for service to an authorised dealer or service centre between February 2018 and June 2019.
The study was fielded from February through June 2019, and measures overall service satisfaction among owners by examining dealership performance in 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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Mitsubishi too underrated here; esp the Outlander.
This is why Japs are always better than local cars. Look at the rankings. It tells all….
Japanese SC is game changer while Proton SC is game over. Even though Proton service cost is cheaper, consumers prefer the more expensive Japanese. The arrogant and syok sendiri attitude of Proton salesmen is to blame.
Game changer Proton has finally showed us our lying basher is game over for saying Perodua is same as Toyota. Now its been proven that Toyota is No.2 while game over Perodua is being hunted down by game changer Proton. When next year survey comes, it is game over for Perodua. The game over Perodua salesman is to blame for their arrogant and complacent shiok sendiri attitude.
Now we know Dr Li has been lying
Read through all the sentences laa…i know u never read all. The CSI based vehicle from feb 2016 to june 2018, SH.
The people always caught lying here are P2 sales trolls. They keep lying how P2 is same as Toyota and so much better than P1, but the truth is here for everyone to see.
LOL pity those P2 promoters need to sell 10x axia just to earn same comm as LEXUS sales reps sold 1x LX.
Earlier post says that Proton quality index has improved and is nearer to Geely now. This survey shows that Proton is still at the bottom so Geely quality is not so good after all.
Still within Top 10 out of the dozens of players. You don’t see Mercedes there, so are you telling me Proton servicing is better than Mercedes? Pfft!
Tha survey is from Feb 2016 (Geely not yet bought Proton’s shares) to June 2016, the X70 is not even launched yet. Don’t be too eager to bash until forget how to read. BTW, you said P2 so good, but not far from P1 leh.
SH always didn’t read through the article then make the SH comment here. U r making joke to everybody laa…
Proton still needs to learn a lot from game changing Perodua as Proton score is not satisfying according to the image above. I suggest Proton to send Rombongan Sambil Belajar to Perodua office and learn from them
Didn’t you say Perodua is Toyota? Why is Toyota No.2 and Perodua No.7? So in truth Perodua is far from Japanese quality. More lies from our Perodua salesman.
What game-changing? Perodua in the same spot as Proton also. I thought you always said Perodua is as good as Toyota. What game over things happened in Perodua?
In previous post;
Roti Berhad:” Must be better than Proton since Perodua have higher game changing sales than Proton, even placed at #1 every month.”
Like or Dislike: 2 20 Reply
Axxx: ” J.D Power 2019 surveyed 2,644 car owners who purchased new cars between February 2016 and June 2018. These owners sent their cars to the SC for service during February 2018 to June 2019. Perodua obtain 752 marks, Proton 747 marks. Passing marks is 761, so both national car fail.
Far better? That is the truth!!! LPPL only.”
So tikus eat Roti Berhad?
Volkswagen better than Perodua? Hahahahaha
Proton is still at the bottom after 30 yrs? Hahahahaha
Perodua said to implement Japanese spirit of kaizen, but still same with Proton only. Perodua paid troopers keep saying how much better than Proton, but the truth is not much better. Hahahaha pecah tembelang.
Think vw shouldnt there in the list at all..
It’s simple formula is, when you sell less car you can focus and give more attention to the customer.
Proton & Perodua just LPPL for 2016 to 2018 car models.
this type of Joker’s report coming out again…LOL
I wonder whether the survey includes the waiting time to get a car serviced. For some brands, you would have to wait more than 2 weeks to get your car serviced.
I think you have mistaken maintenance servicing for repair. Some repairs need to wait for spare parts. Maintenance servicing like oil change never need more than a day even at busy SC.
from personal experience, Proton and Perodua SC are much way better than Nissan, VW, Honda in term of 5 factors mentioned in the article.
The worst Honda at top 4… what happened to Proton???
2016 to 2018 Proton and Perodua car models not competitive lo
Proton breathing down the necks of Perodua. Excellent!
Proton is under Perodua. It’s Perodua that’s breathing down Proton.
Please improve your English. You have no idea how that idiom works.
Habislah Proton!
Wrong! Habislah Perodua when next year’s survey comes out.
Next year you will say the same thing again. Every year still under Perodua.
This RJ guy keep saying Perodua is game-changing this and Proton game over that, but in the end Perodua the same place as Proton. Didn’t he say Perodua is the same as Toyota? Joke of the century.
Rubbish report. TIV per year is around 600k and sampling size on 2600 which is less than 0.5%
Proton is the last? Kipidap
What happened to all the Korean cars? Not enough for sampling? It is top 3 in USA.
Proton to be number 1? First of all to climb above average will take somewhere 4 to 5 years, From the above average got sustain for at least 2 consecutive years. Then from above average got to move slowly 4th to 3rd then capture number 1. This is because, similar to other auto players, Porton too has to face quality of service at the dealers wherelese they have high turnover of staffs, probably underpaid. Technicians & SA still incompetent. Quality of repair & warranty. Soft skill of front liners and many more. Unless Dr. Li can do miracle overnight. Am sure the statistics sound more realistic than simply saying achieving number 1.