A new Customer Service Index (CSI) Study, conducted by J.D. Power and Associates in the Phillipines, locates the source of the higher satisfaction rate at dealerships there.
Keep reading to uncover the source of satisfaction and apply it to your dealership.
New-vehicle owners in the Philippines this year put more importance on personal interaction and having exceptional service advisors as a first point of contact at the dealership, according to our 2013 Philippines Customer Service Index (CSI) Study.
The study, which measures overall customer service satisfaction among more than 1,800 vehicle owners who visited an authorized service center for maintenance or repair work during the first 12 to 24 months of ownership, finds that overall satisfaction with service at authorized dealerships improves by an average of 4 points in 2013 to 832 (on a 1,000-point scale) vs. last year.
Study findings indicate that manufacturers and dealerships need to focus on communication and soft skills, such as managing customer expectations, especially since among the five factors* measured in the study, the importance weights of two factors have risen from 2012: service advisor (to 22% from 13%) and service initiation (to 19% from 13%).
Building positive relationships with customers, supported by the right people and processes, may lead to higher levels of service satisfaction and the likelihood that customers will return to the dealership for post-warranty service.
Toyota Ranks Highest in After-Sales Service Satisfaction in the Philippines
At the brand level, Toyota ranks highest in the 2013 Philippines CSI Study in after-sales service satisfaction, with a score of 832. Toyota performs particularly well in the service advisor and vehicle pick-up factors. Following Toyota in the rankings is Honda, with a score of 831. Honda performs particularly well in the service facility factor.