J.D. Power declares 2019 Malaysia Sales Satisfaction Index
KUALA LUMPUR: J.D. Power, the American-based marketing research company, has declared the 2019 Malaysia Sales Satisfaction Index Study Reports. J.D. Power performs this comprehensive study to measure overall customer satisfaction with new vehicle purchase. This year, Toyota beats all others with a score of 835 points (on a 1,000-point ranking scale). It improved from the last year’s fourth position by 44 points.
Mitsubishi with 831 points, takes the second position, followed by Nissan and Honda acquiring the third and fourth places, with 810 and 801 points, respectively. By comparing with the last year’s study, it is found that all the top brands have made significant improvements.
Brands that are below the 800-point mark include Perodua with 798 points, and Mazda and Proton tying at 779 points. While Perodua has improved by 24 points won last year, the latter two have acquired points slightly less than that scored in the previous year.
As reported by J.D. Power, other brands like Ford, Volkswagen, Isuzu, Subaru and Kia couldn’t be included in the ranking list due to insufficient or small sample sizes. Some interesting findings are disclosed by the company regarding SUV buyers which accounted for 20% of the new vehicle buyers. In spite of its transaction price of SUVs being 2.6 times higher than the smaller cars this year, SUV buyers are proclaimed to be having a greater satisfaction than customers who purchased small cars.
The most important factors that affected customer satisfaction is the availability of well-equipped facilities, and most importantly, getting a higher number of test drive opportunities. There were only 6% of buyers who were denied a test drive facility. However, one leading cause that resulted in lower customer satisfaction this year is not having a clear idea about vehicle pricing as the customers were often subjected to unexpected costs.
This year, J.D.Power based the study on responses collected from 2,045 vehicle owners, who purchased their cars in the July 2018 to July 2019 period.
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