J.D. Power 2019 Malaysia Sales Satisfaction Index – Toyota ranks first ahead of Mitsubishi, Nissan, Honda

J.D. Power 2019 Malaysia Sales Satisfaction Index – Toyota ranks first ahead of Mitsubishi, Nissan, Honda

J.D. Power has published its 2019 Malaysia Sales Satisfaction Index Study, which measures overall customer satisfaction with their new vehicle purchase experience in the mass market segment. Based on the results, Toyota managed to take the top spot with a score of 835 points (following a 1,000-point scale), which is a significant improvement over fourth place last year.

Mitsubishi (831 points) also climbed several spots to take second place this year, pushing Nissan (810 points) and Honda (801 points) down to third and fourth respectively. It should be noted that the top four brands all scored higher than last year, and this is reflected in the mass market average that is 16 points higher at 800 points this year.

Below the 800-point mark is Perodua (798 points), with the national carmaker gaining 24 points from last year. Meanwhile, Mazda and Proton are tied at 779 points, which is slightly less than what both brands scored in 2018. According to J.D. Power, brands like Ford, Isuzu, Kia, Subaru and Volkswagen are not included in the ranking due to small and insufficient sample sizes.

The company also revealed a few key findings from the study, with SUV buyers accounting for 20% of new vehicle buyers despite the transaction price of SUVs in 2019 being 2.6 times higher than small cars. Additionally, customers who purchased an SUV have higher satisfaction than small car buyers (806 versus 794 points).

J.D. Power 2019 Malaysia Sales Satisfaction Index – Toyota ranks first ahead of Mitsubishi, Nissan, Honda

There’s also a higher proportion of replacement vehicle buyers (26% versus 21% in 2018) this year compared to those looking to buy an additional vehicle (51% versus 56% in 2018). On a related note, the percentage of vehicle trade-ins rose to 21% compared to 17% in 2018.

Other findings include the importance of clear communication on vehicle pricing, as unwelcomed and unexpected costs added on resulted in lower satisfaction. Well-equipped facilities and the availability of test drive vehicles also boosted satisfaction, and in the case of the latter, only 6% of buyers were told that a test drive vehicle was not available.

For the 16th year of the study, J.D. Power revised the six weighted factors that affected overall customer satisfaction with the new-vehicle purchase experience. These include dealer sales consultant (26%); dealership facility (21%); delivery process (20%); working out the deal (13%); paperwork completion (17%); and dealership website (4%).

The study is based on responses gathered from 2,045 new vehicle owners who purchased their vehicle between July 2018 and July 2019, and was fielded from January through September 2019. It also includes the Net Promoter Score (NPS), which measures new vehicle owners’ likelihood to recommend their vehicle brand on a 0-10 point scale.

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Gerard Lye

Originating from the corporate world with a background in finance and economics, Gerard’s strong love for cars led him to take the plunge into the automotive media industry. It was only then did he realise that there are more things to a car than just horsepower count.

 

Comments

  • newme on Oct 30, 2019 at 1:55 pm

    So Proton’s 779 is the result of Volvo quality improvement that they have been bragging about?
    Seems that Volvo quality is not that good after all.

    Like or Dislike: Thumb up 4 Thumb down 7
    • dumbme on Oct 30, 2019 at 5:18 pm

      Oh? Japanese that you revered are not doing well too. Mazda below average and top sales Honda only 1 point above it. Aren’t Japanese supposedly demigods that cannot fail?

      Like or Dislike: Thumb up 3 Thumb down 1
      • newme on Oct 31, 2019 at 9:23 am

        Well, they still above proton. And remember, this is Proton at its best.

        Like or Dislike: Thumb up 0 Thumb down 1
    • Wonderer on Oct 30, 2019 at 5:21 pm

      Hi are you new to cars?

      Like or Dislike: Thumb up 4 Thumb down 0
    • 4G63T DSM on Oct 30, 2019 at 6:10 pm

      Aiyaa, This one based on sales experience satisfaction.

      Proton still sold by old proton staff. Maybe they need more time to weed out poor salesmen with bad CS habits.

      Recently, I went to Proton to view the X70 and Toyota to see the Innova. The Toyota experience is indeed better. The sales person for Proton was a disappointment. Hardly trying to sell the car or even being courteous to the perspective customers, not to mention lack of product knowledge.

      proton certainly needs work with their front sales staff, not sure what sort of training they go through. All seem to have confidence (or lack thereoff) and product knowledge issues.

      Honda and Mazda don’t seem to be interested in selling cars.

      Pity Toyota staff though, they do work hard trying to please prospective customers but UMW hamstrung them with lousy products.

      Like or Dislike: Thumb up 5 Thumb down 0
    • Because taken sample bought from July 2018 to December 2018.

      Like or Dislike: Thumb up 0 Thumb down 0
    • Sample taken 2018 Proton only 757
      Sample taken 2019 Proton have 801
      So average become 779

      Like or Dislike: Thumb up 0 Thumb down 0
  • Honda???? on Oct 30, 2019 at 2:17 pm

    definitely something wrong when Honda is above average score

    Like or Dislike: Thumb up 11 Thumb down 1
  • alldisc on Oct 30, 2019 at 2:22 pm

    600k new cars and the sample colellected only from 2,000 owners? Such numbers for a survey is not very much informative nor reliable. JD should target for 6k new car buyers, that is at least worth 1% weight of feedbacks.

    Like or Dislike: Thumb up 12 Thumb down 2
  • Hab1t5 on Oct 30, 2019 at 2:27 pm

    Jepunis Toyota superior to Tongsan Plotong…

    Like or Dislike: Thumb up 5 Thumb down 2
    • So? Toyota also better than Honda but sales…

      Like or Dislike: Thumb up 4 Thumb down 0
      • Kumpul together on Oct 31, 2019 at 12:03 am

        Honda only in boleh land good sales, but.. Worldwide.. Lol

        Like or Dislike: Thumb up 2 Thumb down 0
        • And this JD Survey is for Malaysia or worldwide? Do you understand what context means?

          Like or Dislike: Thumb up 0 Thumb down 0
  • Not Toyota Fan on Oct 30, 2019 at 2:41 pm

    Proton 782(2018) Vs 779(2019) (-3)
    Perodua 774(2018) Vs 798(2019) (+24)
    Mazda 781(2018) Vs 779(2019) (-2)
    VW 779(2018) Vs N/A(2019)

    Not many happy Proton and Mazda buyers out there.

    Like or Dislike: Thumb up 2 Thumb down 0
    • Sample taken 2018 Proton only 757
      Sample taken 2019 Proton have 801
      So average become 779
      Most of them not happy with 2018 models because 2019 models improve 300 over items

      Like or Dislike: Thumb up 0 Thumb down 0
  • anonymous on Oct 30, 2019 at 2:57 pm

    Proton is still the lousiest, not only sales and after sales services, but also QC.

    Like or Dislike: Thumb up 5 Thumb down 3
    • Google the full list and you will see Proton is from the lousiest. But I guess haters will hate no matter what.

      Like or Dislike: Thumb up 3 Thumb down 0
  • P3 salesman on Oct 30, 2019 at 3:19 pm

    Happy to see Proton below market average.

    Like or Dislike: Thumb up 4 Thumb down 0
  • TBA President on Oct 30, 2019 at 3:20 pm

    Toyota Bashers Association incoming in 3….2….1…

    Like or Dislike: Thumb up 2 Thumb down 1
  • Digidigi on Oct 30, 2019 at 3:24 pm

    How come? I though everyone here satisfy with proton x70

    Like or Dislike: Thumb up 3 Thumb down 0
    • Because models from July 2018 to December 2018 bring down the marks

      Like or Dislike: Thumb up 0 Thumb down 0
  • Mohan on Oct 30, 2019 at 4:35 pm

    As expected, Proton will always ranked last. Most Malaysians are still satisfied by the superior Japanese quality and aftersales service.

    Like or Dislike: Thumb up 3 Thumb down 6
    • Oh yeah? Mazda not Japanese ah?

      Like or Dislike: Thumb up 4 Thumb down 0
    • Rank last? You meant to say it did better than Mercedes Benz? After all, I didn’t see Mercedes Benz on the list.

      Like or Dislike: Thumb up 0 Thumb down 0
    • Sample taken 2018 Proton only 757
      Sample taken 2019 Proton have 801
      So average become 779

      Like or Dislike: Thumb up 0 Thumb down 0
  • Dignity Deficiency Tribal Soil Prince on Oct 30, 2019 at 6:47 pm

    JD Power Malaysia not doing survey ranking motorcycles sales?

    Like or Dislike: Thumb up 0 Thumb down 0
  • All Proton sample taken bought from July 2018 to December 2018 because those models less quality.

    Like or Dislike: Thumb up 0 Thumb down 0
  • Contifan on Oct 31, 2019 at 10:10 am

    Mazda for low volume manufacturer…to be below average is unacceptable….

    Like or Dislike: Thumb up 1 Thumb down 0
 

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