Mitsubishi highest in sales satisfaction<\/p>\n
The Jakarta Post, Jakarta<\/p>\n
Mitsubishi ranks highest in customer satisfaction with new
\nvehicle sales and delivery in Indonesia, according to a survey
\nreleased on Tuesday.<\/p>\n
It scored 744 out of 1,000, according to the J.D Power Asia
\nPacific 2003 Indonesia Sales Satisfaction Index (SSI) Study.<\/p>\n
Mitsubishi was closely followed by Toyota and Daihatsu with
\nscores of 743 and 742, respectively.<\/p>\n
The study identifies six factors that contribute to overall
\ncustomer satisfaction. In order of importance the factors are:
\nsalesperson, paperwork, dealer facilities, delivery timing,
\ndelivery process and deal.<\/p>\n
The study also found that 24 percent of customers encountered
\nproblems such as limited selection at dealerships in 2003, up
\nfrom 16 percent in 2002.<\/p>\n
\"Negative experiences, such as encountering problems during
\nthe sales and delivery process, detract from satisfaction with
\nthe overall vehicle purchase experience,\" said Gerrit Kuyntjes,
\ngeneral manager at J.D. Power Asia Pacific.<\/p>\n
He said six of the nine problem areas measured in the study
\nhad increased percentage-wise from 2002. He said dealers should
\nlook carefully at their sales process and practices, and work to
\nreduce such problems.<\/p>\n
Although the study shows that customers faced more problems in
\n2003, the implementation of dealer sales standards increased for
\nalmost all the nameplates evaluated in the study.<\/p>\n
\"Thorough implementation of sales standards is important in
\nensuring a consistent level of service. High implementation rates
\nof sales standards translate into satisfaction, advocacy and
\nloyalty,\" said Kuyntjes.<\/p>\n
However, Kuyntjes also said that sales standards alone did not
\nlead to higher satisfaction. A higher percentage of customers who
\nreported being pressured during the sales process also
\ncontributed to the decline in sales satisfaction for the industry
\noverall.<\/p>\n
The 2003 SSI study is based on the responses of more than
\n2,000 owners of new passenger cars and light trucks surveyed at
\nbetween two and six months of vehicle ownership.<\/p>",
"url": "https:\/\/jawawa.id\/newsitem\/mitsubishi-highest-in-sales-satisfaction-1447893297",
"image": ""
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"sponsor": "Okusi Associates",
"sponsor_url": "https:\/\/okusiassociates.com"
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