Now in their 13th year, the Sales Satisfaction Index (SSI) and Customer Satisfaction Index (CSI) are studies by J. D. Power Asia Pacific on how well consumers perceive the services and products they receive from automotive brands.
SALES SATISFACTION INDEX (SSI)
In this study that ran from February to July 2015, 2,371 new-vehicle owners were asked about their vehicle purchases between August 2014 and May 2015.
In order of importance, factors considered were:
- Salesperson (19%)
- Dealer facility (19%)
- Delivery timing (17%)
- Deal (16%)
- Delivery process (16%)
- Sales initiation (13%)
And of those, MMM scored 787 over 1,000 points over all. Not too shabby, considering the market average is 752 points.
CUSTOMER SATISFACTION INDEX (CSI)
On customer service satisfaction, 2,812 new-vehicle owners were asked about their purchases made between February 2013 and May 2014 and had their due services at authorised centres between August 2014 and May 2015. This study was conducted between February and May 2015.
MMM scored 773 out of 1,000 points based on these factors (in order of importance):
- Service quality (32%)
- Service initiation (22%)
- Vehicle pick-up (18%)
- Service advisor (15%)
- Service facility (13%)
As for next year, "We aim to do better and to strive for the highest rank in both SSI and CSI", says our CEO. We'll be looking forward to that, Mr Yang Won-Chul.
For more information on J.D Power Asia Pacific, please visit http://asean-oceania.jdpower.com/