BMW and Chevrolet rank highest for customer satisfaction with new vehicle sales and delivery in Indonesia, according to the JD Power Asia Pacific 2004 Indonesia sales satisfaction study.
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BMW and Chevrolet each record an overall SSI score of 749 points out of a maximum of 1,000. BMW leads the industry in three of the six factors: dealer facility, salesperson and delivery process. Its lead is mainly driven by a commanding performance on the delivery process factor, with a 22-point gap over the industry average.
Chevrolet (previously badged GM in this market) improves by 34 index points from 2003 and leads the industry in paperwork and delivery timing. Nissan follows BMW and Chevrolet in the rankings at 746 points.
The Indonesian vehicle industry registered a 35% increase in sales during the study eligibility period compared to 2003. A consequence of the higher sales of the industry is reflected in the lower scores for salesperson and delivery timing factors – the only two factors to exhibit a decline from 2003.
“Large increases in sales volume put pressure on dealerships, particularly in areas that relate to the explanation of vehicle features and delivery of the vehicle, which is reflected in an 8-12% drop in customer satisfaction levels in these areas,” said a JD Power spokesman.
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