Toyota has come out on top in a customer satisfaction survey of authorised dealer aftersales service in Malaysia for a second consecutive year.
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Among the nine brands included in the JD Power survey, Toyota performed particularly well for service initiation, advisor and facility. Honda followed Toyota in the rankings whilst Nissan, Inokom and Mitsubishi all performed above the industry average.
Among Malaysian national brands – which include Inokom, Naza, Perodua and Proton – Inokom performed the best.
“There is a very strong relationship between the implementation of standard operating procedures and overall satisfaction,” said Taku Kimoto, general manager at JD Power Asia Pacific, Singapore. “Brands that consistently provide the greatest number of service standards also post higher overall CSI scores.”
Meanwhile, in a similar survey in Indonesia, Honda ranked highest in customer satisfaction with authorised dealer aftersales service.
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By GlobalDataThe study measured new vehicle owner satisfaction by examining dealership performance in service quality, vehicle pickup, service, facility and advisor.
Of the nine brands included in the 2009 study, Honda ranked ahead of Toyota (second) and Isuzu (third).
