Nissan ranks highest in customer satisfaction with the new-vehicle sales and delivery process in Indonesia, according to the JD Power Asia Pacific 2006 Indonesia Sales Satisfaction Index Study released on Wednesday.
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The study, now in its sixth year, is conducted annually to measure customer satisfaction with the new vehicle sales and delivery process.
The overall industry average SSI score was 757 index points and Nissan topped the rankings with 769, followed closely by Toyota at 763 points. Nissan received particularly high ratings from customers delivery process, delivery timing, dealer facility, salesperson and deal.
Toyota received the highest ratings on the paperwork factor. Nissan and Toyota were the only two makes performing above the industry average.
A steep increase in the price of fuel in the last quarter of 2005, coupled with high interest rates, contributed to new vehicle sales in Indonesia dropping by about 50% in the first eight months of 2006, compared to the same period in 2005. To encourage customers to purchase, manufacturers and dealers have been offering various incentives, including discounts.
The study found that the proportion of customers who report receiving a discount increased from 27% in 2005 to 47% in 2006. Furthermore, the median discount received as a percentage of the price paid increased marginally as well.
The study also found the average time required to deliver a new vehicle to the customer has improved from 30 days in 2005 to 15 days in 2006. Nissan recorded the shortest average delivery time of eight days, while Toyota records the largest improvement in delivery time – from 44 days in 2005 to 18 days in 2006.
