31 Jul '15, 7am

JD Power 2015 Malaysia Customer Service Index – dealers not meeting expectations; Mazda, MMC tops

Findings from the J.D. Power Asia Pacific 2015 Malaysia Customer Service Index (CSI) Study show a trend – Malaysian vehicles owners are expecting more out of their dealer service experience, but authorised service centres are struggling to keep pace with their rising demands. The study, now in its 13th year, measures overall service satisfaction among owners who took their vehicle to an authorised service centre for service maintenance and/or repair work during the first 12 to 24 months of ownership. Service satisfaction is rated for mass market brands, so the likes of BMW, Mercedes-Benz and Lexus are not included. The study evaluates new-vehicle owner satisfaction with the service experience by examining dealership performance in five factors (in order of importance): service quality (32%); service initiation (22%); vehicle pick-up (18%); service advisor (15%); and servic...

Full article: http://paultan.org/2015/07/31/jd-power-2015-malaysia-cust...

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