J.D. Power Asia Pacific Report: Toyota Still No. 1

September 4, 2008 by Terence

According to J.D.Power Asia Pacific 2008 Malaysia Sales Satisfaction Index (SSI) Study released today, Toyota ranks highest in satisfying buyers in Malaysia with the new-vehicle sales and delivery process for a third consecutive year.

The study, now in its sixth year, has been redesigned for 2008 and examines seven factors that contribute to overall customer satisfaction with the sales experience. In order of importance, they are: delivery process; delivery timing; paperwork; dealer facility; salesperson; deal; and sales initiation. SSI performance is reported as an index score based on a 1,000-point scale, where a higher overall SSI score indicates greater satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction in 2008 averages 778 points.

Among the six brands included in the study, Toyota ranks highest with an overall SSI score of 806 and performs particularly well in all seven factors. Perodua (789) and Nissan (787) follow Toyota in the rankings. Perodua performs particularly well in the salesperson and delivery process factors.

The study finds that customer perceptions regarding whether or not the salesperson spent an adequate amount of time with them during vehicle delivery have a strong impact on overall satisfaction. Overall satisfaction of customers who say that their salesperson did not spend enough time with them at delivery average 624—which is 154 points below the industry average. However, among customers who say that their salesperson spent sufficient time with them during delivery, satisfaction averages 786. On average, customers report that salespersons spent 42 minutes with them at the time of delivery.

Posted in Local News, Nissan, Perodua, Toyota