Nissan topped the J.D. Power 2014 Philippines Customer Service Index (CSI) study with a score of 844 points. The company took top honors in customer satisfaction for after-sales service among new-vehicle owners in the country.
The study covered 63 models and was based on the responses from 1,733 owners who took their vehicle to an authorized service center for servicing during the first 12 to 24 months of ownership.
Overall satisfaction was measured across five factors which comprises of (1) service advisor, (2) service facility, (3) service initiation, (4) service quality and (5) vehicle pick-up. Based on J.D. Power's 2014 CSI, Nissan performed exceptionally well in four of the five categories.
“As One Nissan, we show our commitment in unifying our ways by delivering consistent brand experience across all touch points. Moving forward, we will make sure that we satisfy every customer’s needs and expectations through delivering quality and unparalleled service,” says Antonio Zara, President and Managing Director of Nissan Philippines, Inc.
The CSI study also showed that among new-vehicle owners, the quality of after-sales service provided at authorized service centers improved 12 points year-on-year. Overall customer satisfaction remains stable at 826 points, one point higher than in 2013.