J.D. Power’s 2019 Customer Service Index (CSI) Mass Market Study for the Malaysian market has ranked Mitsubishi Motors Malaysia (MMM) highest in providing overall satisfaction to customers for a second consecutive year.
“We are delighted to be ranked highest for the 2019 Malaysia Customer Service Index (Mass Market) Study conducted by J.D. Power. We are even more delighted to win this recognition for the second consecutive year and remained in the top three positions for five consecutive years! This reflects on our commitment to continue to provide a rewarding and positive customer’s experience from the first initiation of purchase to a satisfying after sales service. We will not rest on our laurels, we will continue to stay on top and provide our customers with a satisfying customer experience.” said Tomoyuki Shinnishi, CEO of Mitsubishi Motors Malaysia.
2,644 owners interviewed
The study, which has been held annually for 17 years, involved 2,644 owners of Mitsubishi vehicles who had received delivery of their new vehicles between February 2016 and June 2018 and took their vehicle for service to an authorized service centre between February 2018 and June 2019.
The owners were selected by J.D. Power independently and subject to screening prior to being interviewed, and were not introduced or recommended by MMM. The study measured customer satisfaction with the servicing and vehicle-return process and was conducted between February and June 2019.
Rating the experience at service centres
To score overall satisfaction among owners who visited an authorized service centre for maintenance or repair work during the first 12 to 36 months of ownership, they were asked questions about based on five factors. These were service quality (25%); vehicle pick-up (21%); service initiation (20%); service facility (17%); and service advisor (16%). Mitsubishi Motors achieved the highest score of 791 points, 30 points above the industry average.
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