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2009 Malaysia SSI- Press Release - Eng FINAL (Media)

2009 Malaysia SSI- Press Release - Eng FINAL (Media)

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 J.D. Power Asia Pacific Reports:Overall Customer Satisfaction with the New-Vehicle Sales Experience in Malaysia IncreasesAs Gap Narrows Between National and Non-National Brands
Isuzu Ranks Highest in Sales Satisfaction in Malaysia
SINGAPORE: 28 August 2009
— Overall sales satisfaction among new-vehicle owners in Malaysia has increasedfrom 2008 as the gap between Malaysian brands and non-national brands narrows, according to the J.D. Power AsiaPacific 2009 Malaysia Sales Satisfaction Index (SSI) Study
released today.Now in its seventh year, the study measures new-vehicle owner satisfaction with the sales and delivery experienceand examines seven key factors that contribute to overall satisfaction. In order of importance, these factors aredelivery process; delivery timing; paperwork; dealer facility; salesperson; deal and sales initiation. SSI performanceis reported as an index score based on a 1,000-point scale, where a higher overall SSI score indicates greatersatisfaction with the new-vehicle sales and delivery process.Overall sales satisfaction has increased by three points from 2008 to an average of 781 in 2009. Satisfaction hasincreased in three of seven factors: salesperson, delivery process and delivery timing. Among these factors, deliverytiming increases most notably. Satisfaction with the four remaining factors decreased, with the greatest declineoccurring in the dealer facility factor.As a whole, Malaysian national brands (Inokom, Naza, Perodua and Proton) improve by an average of six pointsfrom 2008. In contrast, the non-national brands included in the study decrease by an average of seven points, as awhole. Although national brands still trail non-national brands by 16 index points, this is considerably less than thegap observed in 2008 of 29 points. National brands overall demonstrate the greatest improvement in the deliverytiming factor and have also improved considerably from 2008 in the sales initiation and delivery process factors.Among the nine brands ranked in the study, Isuzu ranks highest in overall new-vehicle sales satisfaction with a scoreof 805 and performs particularly well in six of seven factors: delivery process; paperwork; dealer facility;salesperson; deal and sales initiation. Following Isuzu in the rankings are Toyota (798) and Suzuki (793). Toyotaperforms particularly well in the delivery timing. Also ranking above the industry average are Honda, Mitsubishiand Nissan (tied at 783 each).The study finds that delivery times have shortened by 2.6 days from an average of 20.4 days in 2008 to 17.8 days in2009 . Customers who say delivery timing is “better than expected” received their vehicle in 10.5 days, on average.Meanwhile, those who say delivery timing is “worse than expected” in 2009 received their vehicles in 39.2 days, onaverage. This marks an improvement of 12.6 days, or nearly 24 percent, compared with 2008. In addition, thepercentage of customers who report that delivery timing was “worse than expected” has decreased by three percentfrom 2008.“Shortened delivery times are largely attributable to the economic downturn and reduced demand at dealerships,”said Taku Kimoto, general manager for Malaysia at J.D. Power Asia Pacific, Singapore. “In light of this, consumerexpectations around delivery times are changing. Dealers and manufacturers will need to continuously improve inthis area to keep pace with these expectations.”The study also finds the overall satisfaction with delivery timing decreases as delivery times lengthen. On average,among customers who receive their vehicles in four days or less, satisfaction with delivery timing is nearly 50 pointshigher than average. Conversely, among customers who receive their vehicles in 32 days or more, delivery timingsatisfaction is 97 points lower than average.(Page 1 of 2)
The study also finds that customer satisfaction with the overall purchase experience has a strong impact on dealerloyalty and advocacy. Approximately 69 percent of “delighted” customers (those providing a rating of 10 on a 10-point scale) say they “definitely would” recommend their dealer, compared to just four percent among“disappointed” customers (those providing a rating of five or less). Similarly, approximately 53 percent of “delighted” customers say they “definitely would” repurchase from the same dealer, compared with just one percentamong “disappointed” customers.The study finds that the percentage of customers who negotiate the price of their vehicle has increased by sevenpercent from 2008 to 72 percent in 2009. At the same time, the percentage of customers who believe that it isnecessary to negotiate to obtain the lowest price and also indicate that they do not enjoy negotiating has alsoincreased by six percent.“Given the current economic environment, customers are becoming more price sensitive,” said Kimoto. “Althoughsome customers are reluctant to negotiate, they feel strongly about pushing to receive lower prices.”The 2009 Malaysia Sales Satisfaction Index (SSI) Study is based on the responses of more than 2,400 new-vehicleowners who purchased their vehicles between September 2008 and April 2009. The study was fielded betweenMarch and June 2009. The SSI Study is one of three consumer-based studies conducted annually in Malaysia byJ.D. Power Asia Pacific. The 2009 Malaysia Customer Service Index (CSI) Study, which measures new-vehicleowner satisfaction with after-sales dealership service, was released in July.
About J.D. Power Asia Pacific
J.D. Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customersatisfaction research and provide performance analytics services in the automotive, information technology andfinance industries. Together, the five offices bring the language of customer satisfaction to consumers andbusinesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Informationregarding J.D. Power Asia Pacific and its products can be accessed through the Internet atwww.jdpower.com.Media e-mail contact:taku_kimoto@jdpower.com.sg.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information servicescompany operating in key business sectors including market research, forecasting, performance improvement, Webintelligence and customer satisfaction. The company’s quality and satisfaction measurements are based onresponses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-HillCompanies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services providermeeting worldwide needs in the financial services, education and business information markets through leadingbrands such as Standard & Poor's, McGraw-Hill Education,
and J.D. Power and Associates. TheCorporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information isavailable atwww.mcgraw-hill.com.
Media Relations Contacts:
Taku Kimoto; General Manager; J.D. Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811;Phone +65-67338980;taku_kimoto@jdpower.com.sg.John Tews; Director, Media Relations; J.D. Power and Associates; 5435 Corporate Drive, Suite 300; Troy, MI,48098 U.S.A.; 001 248-312-4119; john.tews@jdpa.com No advertising or other promotional use can be made of the information in this release without the express priorwritten consent of J.D. Power and Associates.http://www.jdpower.com/corporate # # #(Page 2 of 2)NOTE: Two charts follow.
J.D. Power Asia Pacific2009 Malaysia Sales SatisfactionIndex (SSI)Study
Sales Satisfaction Index Ranking 
Based on 1,000-point scale 
Source: J.D. Power Asia Pacific 2009 Malaysia Sales SatisfactionIndex (SSI) Study 
Charts and graphs extracted from this press release must be accompanied by a statement identifying J.D. Power Asia Pacific as the publisher and the J.D. Power AsiaPacific 2009 Malaysia Sales Satisfaction Index (SSI) Study 
as the source. Rankings are based on numerical scores and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power Asia Pacific study results without the express prior written consent of J.D. Power Asia Pacific.
NOTE: Included in the study but not ranked due to small sample sizes are: BMW, Hyundai, Inokomand Mercedes-Benz.
600 700 800 900
IsuzuToyotaSuzukiHondaMitsubishiNissanIndustry AveragePeroduaProtonNaza

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