Mitsubishi Malaysia Comes At 2nd Position In SSI And CSI Study By J.D. Power Asia Pacific

Kuala Lumpur: In 2015 J.D. Power Asia Pacific study Mitsubishi Malaysia which is the official distributor for Mitsubishi vehicles in Malaysia came at the second position in both the categories titles, Sales Satisfaction Index (SSI) and Customer Service Index (CSI).

The Japanese carmaker scored a total of 787 points out of the 1000 points in an overall sales index that featured all the major car brands.

The 2015 Malaysia SSI Study was conducted on the basis of around 2,371 responses recorded from the new vehicle owners. The owners who purchased their vehicles between the month of August 2014 and May 2015 and those who got their vehicles fielded between the month of February to July 2015. The SSI study was based on six factors that contributed to overall satisfaction index.

The six factors were arranged in the order of their importance, with the salesperson (19%), dealer facility (19%), delivery timing (17%), deal (16%), delivery process (16%) and sales initiation (13%). Apart from it, there is a dealership service performance that is evaluated on a 1,000-point scale. The chief objective of conducting this study was to examine the service satisfaction in the automotive market. The overall result of this sales satisfaction averaged out to be 752 index points in 2015.

Mitsubishi Motors, that came on the second position scored a total of 773 out of 1000 points in an overall service satisfaction among the customers as a part of the CSI study conducted by J.D. Power Asia Pacific 2015.

The 2015 Malaysia CSI study was conducted on the basis of 2,812 responses recorded from the new-vehicle owners who purchased their vehicle between the months of February 2013 and May 2014 and also brought the vehicle for servicing at one of the authorized service centres between the month of August 2014 and May 2015. It also included vehicles which were fielded between the period from February to May 2015.

The CSI study revealed the overall service satisfaction attained by the consumers who got their vehicle serviced from an authorized service centre either for maintenance or any kind of repair work during the initial 12 months to 24 months of ownership.

The study evaluated the new vehicle owners satisfaction with the service. It was examined on the grounds of five major factors in their order of importance namely: service quality (32%), service initiation (22%), vehicle pick‐up (18%), service advisor (15%) and lastly service facility (13%).

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