What Makes Filipinos So Pleased with Area Dealerships?


J.D. Power blog

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.