Tuesday, August 2, 2016

Mazda Philippines tops 2016 J.D. Power Philippines Customer Service Index Study

Undoubtedly buoyed by its stellar lineup of Skyactiv vehicles and its stellar Yojin 3 after-sales service offering, Mazda Philippines has topped the 2016 J.D. Power Customer Service Index Study for the Philippine market for the first time.

Mazda nabbed the honor by scoring 845 out of a maximum of 1,000 points, beating second-placed Honda (831) and Nissan (827), based on the results turned in by 1,838 respondents who purchased brand-new vehicles between February 2014 and May 2015 and subsequently had their vehicles serviced by an authorized dealer or service center between August 2015 and May 2016.

According to J.D. Power, the study examines five factors of a dealership's performance: service quality (29%); service initiation (26%); vehicle pick-up (17%); service facility (14%); and service advisor (14%).

Overall though, service satisfaction has reportedly gone down to an average of 822 points this year from last year's 837 points, "with declines recorded across all customer service factors."

"Despite more service reminders being sent to customers for routine maintenance, customers are not reciprocating by making appointments for their service visit," said J.D. Power senior manager Loïc Pean. "We still see six in 10 walk-in customers and this exacerbates the capacity crunch at the dealerships. Dealerships have to be resolute to educate their customers to get into the habit of making appointments else it will be a formidable task for dealers to manage unscheduled workload and maximize throughput."

Check out how the other automotive car brands performed in the study below:


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