BMW and Chevrolet highest in 2004 sales satisfaction index
BMW and Chevrolet highest in 2004 sales satisfaction index
The Jakarta Post, Jakarta
German carmaker BMW and the American manufacturer, Chevrolet,
recently shared top place in the 2004 Indonesian Sales
Satisfaction Index (SSI) Study carried out by Singapore-based
marketing information firm J.D. Power Asia Pacific.
Both manufacturers achieved 749 index points out of 1,000,
with six factors contributing to overall customer satisfaction
with the sales experience.
In order of importance, the factors are: salespeople,
paperwork, dealer facilities, delivery timing, delivery process
and deal.
The industry average stands at 738 index points in a study
based on evaluations from 2,300 vehicle owners after two to six
months of ownership.
BMW leads the industry in three of six factors: dealer
facilities, salespeople and delivery process, while Chevrolet
leads in paperwork and delivery timing.
"Toward the end of a successful 2004, we are proud to gain two
awards from J.D. Power Asia Pacific as a result of our strategy
to focus on customer satisfaction," PT BMW Indonesia president
director Josef Honsel said in a media statement.
"We will continue to improve our sales and after-sales
services to meet BMW's international standards, including
investment in the infrastructure and facilities of our BMW
dealership and to leverage the skills and professionalism of the
dealer staff."
Previously, BMW also topped the 2004 Indonesian Customer
Satisfaction Index (CSI) Study according to J.D. Power Asia
Pacific, collecting 783 index points with an average of 756
points. Chevrolet stands at a respectable third with 761 index
points.
In this year's SSI study, Chevrolet made an impressive 34-
point improvement as compared with the 2003 SSI study, when it
was bottom of the list.
"We are delighted with the improvements that Chevrolet has
made in Indonesia. These improvements demonstrate that we are
doing the right thing for our customers," said PT General Motors
Indonesia (GMI) president director Harold Koh in a media
statement.
Next in line are three Japanese carmakers, with index points
above average: Nissan (746), Isuzu (745) and Toyota (741).
Meanwhile, another Japanese brand, Honda, scored an average of
738 index points. Daihatsu scored the lowest, with 726 points.
Of the Korean carmakers, KIA scored the highest with 735 index
points while Hyundai, on 728, tied with Japan's Suzuki.