Mitsubishi grabs No.1 tag in J.P. Power ranking
KUALA LUMPUR: In the J.D. Power 2019 Malaysia Customer Service Index Study, Mitsubishi scored highest at 791 points in the overall satisfaction category. Following it was Toyota and Mazda at 788 and 785 points, respectively.
The said scores are based on the data collected from 2,644 vehicle owners. Included in the list were owners who received delivery of their car between February 2016 - June 2018 and took their vehicle for service at an authorized service centre between February 2018 - June 2019. The J.D. Power study was conducted from February to June 2019.
The J.D. Power Malaysia Customer Service Index Study is currently running in its 17th year and covers vehicle owners who purchased their car in the past one to three years and took care of the service at least once in the past one year at a company’s authorized service centre.
In this study, the overall satisfaction of the owners is measured who took their cars to an authorized service centre. Their the owners examined and scored the dealership performance based on five factors -
- Service Quality (25%)
- Vehicle Pick-up (21%)
- Service Initiation (20%)
- Service Facility (17%)
- Service Advisor (16%)
The industry average overall satisfaction score in 761 points. The said study also measure the Net Promoter Score (NPS) that measures the likelihood of the customer to recommend the auto brand on a scale of 0 to 10.
J.D Power is a world-renowned leader in data & analytics, consumer insights, and advisory services. All these capabilities and more enables J.D Power to help its clients drive profitability, customer satisfaction, and growth.
Also Read:- Mitsubishi grabs No.1 tag in J.P. Power ranking
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