Overall customer satisfaction improves
J.D. Power Asia Pacific, a global market research company, conducted the 2014 Philippines Sales Satisfaction Index (SSI) and reports that the knowledge of dealer sales staff and the attention they provide during the shopping experience of new-vehicle buyers in the Philippines has improved.
The said study examines seven factors that contribute to overall customer satisfaction with the new-vehicle purchase experience. In order of importance, they are delivery process, delivery timing, salesperson, paperwork, deal, sales initiation and dealer facility.
SSI performance is based on a 1,000 point scale, with a higher score indicating higher customer satisfaction. The study is based on responses from 1,484 new-vehicle owners who purchased their vehicles between August 2013 and April 2014. The study was fielded from February to June 2014.
J.D. Power Asia Pacific says overall satisfaction with the sales process improves to 847 this year, from 846 in 2013. Moreover, satisfaction rating with the salesperson also improves year over year from 858 as compared to 851. The year over year satisfaction rating is driven primarily by the salesperson's knowledge of the new-vehicle models and their ability to answer customer's questions.
Toyota ranks highest in new-vehicle sales satisfaction with a score of 860. J.D. Power Asia Pacific says Toyota performs particularly well in the delivery process, delivery timing, salesperson, paperwork, deal and dealer facility factors.
Ford ranks second with a score 855 and Hyundai sits in at third with 842. Rounding up the top five are Suzuki and Mitsubishi with a score of 839 and 838 respectively.