AUTO INDUSTRY NEWS

Honda ranks highest in 2009 J.D. Power Customer Satisfaction Study

Honda ranks highest in 2009 J.D. Power Customer Satisfaction Study image

Text: / Photos: | posted September 18, 2009 11:34

Study measures over-all satisfaction with dealer maintenance and repair work

Honda ranks highest, in a tie, in the 2009 Philippines Customer Service Index (CSI) Study conducted by J.D. Power Asia Pacific.

CSI study measures the over-all satisfaction level of customers who visited authorized dealer or service center for maintenance and repair work during the first 1-2 years of ownership. With a score of 814 points out of a 1,000-point scale, Honda achieves good marks in vehicle pick-up, service initiation, service advisor and service facility factors. From the previous rank of seventh place last year, Honda enhances its level of service convenience and quality for the delight of its customers.

The study identifies 22 standard practices that boost service experience of customers. The key in achieving ultimate customer satisfaction is in the consistent implementation of these standard operating procedures. The CSI Study shows that customer satisfaction levels are high when dealers perform at least 19 of the 22 identified procedures, particularly in relation with communication. Calling to inform when the vehicle is available for pick-up or the routine maintenance needs of the vehicle are just some of the communication-related procedures appreciated by the customers.

The study also reveals that customers highly satisfied with the performance of their servicing dealer indicate that they definitely will revisit for post-warranty services and will definitely purchase next vehicle from the service dealer.