BMW tops customer satisfaction list<\/p>\n
The Jakarta Post, Jakarta<\/p>\n
German automaker BMW tops the list of automakers this year in
\nproviding "authorized dealer aftersales service" to customers in
\nIndonesia, outranking U.S. automaker General Motors and Japanese
\nautomaker Toyota, according to a recent study.<\/p>\n
BMW scored 760 out of a maximum 1,000 points in the 2003
\nIndonesia Customer Satisfaction Index (CSI) Study conducted by
\nSingapore-based marketing firm JD Power Asia Pacific.<\/p>\n
The company regained the leading position it had occupied in
\n2001.<\/p>\n
The study, which was made available to The Jakarta Post on
\nWednesday, said BMW's achievement was driven by consistent
\nimprovement last year in the seven factors that determine service
\nsatisfaction.<\/p>\n
The seven factors are: in-service experience, service quality,
\nproblems experienced, user-friendly service, service advisor,
\nservice initiation and service delivery.<\/p>\n
The study is based on feedback from 2,308 vehicle owners, who
\npurchased their vehicles between September 2001 and May 2002, and
\ntheir evaluations of service after 12 to 18 months of ownership.<\/p>\n
General Motors ranks second on the list with 754 points and
\nToyota is on the third place with 750 points.<\/p>\n
General Motors posted the largest year-to-year improvement
\namong all makers in the study.<\/p>\n
An overwhelming 84 percent of vehicle owners said that
\nauthorized dealers were providing better services than they had
\nin the past.<\/p>\n
The study also showed that more vehicle owners prefer
\ndealership service facilities rather than aftermarket facilities,
\nfor the convenience of locations and qualified mechanics.<\/p>\n
"In order to compete with aftermarket facilities, dealers must
\ndifferentiate themselves in terms of quality and services,"
\nGerrit Kuyntjes, general manager of JD Power Asia Pacific said.<\/p>\n
"The dealer's ability to fix problems on the first visit is a
\nkey aspect in promoting customer loyalty," he added.<\/p>\n
The percentage of customers indicating they would return to
\ndealers for service increased from 17 percent in 2002 to 44
\npercent this year, the study noted.<\/p>\n
The Indonesian CSI study confirms that dealership service
\nfacilities that are able to provide a service experience
\nexceeding customer expectations will produce the highest rate of
\ncustomer loyalty and facility advocacy.<\/p>",
"url": "https:\/\/jawawa.id\/newsitem\/bmw-tops-customer-satisfaction-list-1447893297",
"image": ""
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"sponsor": "Okusi Associates",
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