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November 1, 2005

PHILIPPINES: Mitsubishi tops sales satisfaction survey

Mitsubishi ranked highest in customer satisfaction with the vehicle sales process in the Philippines, according to the latest JD Power Asia Pacific survey.

Mitsubishi ranked highest in customer satisfaction with the vehicle sales process in the Philippines, according to the latest JD Power Asia Pacific survey.

Now in its fifth year, the study examines customer satisfaction with the vehicle sales and delivery process.

The sales satisfaction index is composed of six factors covering the different aspects of the sales experience.

The industry has improved its performance by four points from 2004 and now stands at 844 (out of a possible 1,000 points).

Mitsubishi improved 13 points from 2004 to receive the industry’s highest sales satisfaction index score of 857.

It also led the industry on three of the six SSI factors.

Isuzu improved 10 points from 2004 to rank second in overall sales satisfaction at 849 points.

Ford showed a strong improvement of 16 points to rank third at 846. Toyota (845) rounded out the list of brands performing above the industry average.

The study found that 20% of new-vehicle buyers experienced a problem during the sales process. Small selection of vehicles was the most frequently encountered problem reported by 12% of buyers. Mitsubishi had the lowest percentage of buyers reporting that they experienced a problem (14%), followed by Honda (16%).

Top-ranked Mitsubishi also had the lowest percentage of customers reporting sales pressure (29%). On average, 36% of buyers in the market reported experiencing some type of pressure from the dealer. The most common pressure reported in 2005 was to buy the vehicle without the exact options wanted (21%).

The 2005 Philippines Sales Satisfaction Index Study was based on evaluations from more than 1,100 new-vehicle owners at two to six months of ownership and included consumers who purchased their vehicles between December 2004 and June 2005.

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