2015 Philippines Customer Satisfaction Index Report

MANILA: Customer satisfaction has become the major concentration point for the auto-makers nowadays. The present scenario demands much more than just achieving high numbers in the sales book. After- sales services and sales number go hand-in-hand if one wants to rule the market in the long run. A recent report released by the renowned J.D Power Asia Pacific showed the 2015 Customer Service Index of the Philippines market.

Customer service like its counterpart markets have evolved a lot and is continuously evolving. The automakers are well aware of the fact that a dissatisfied customer is never good and can hamper its future growth.

Five parameters of Customer Satisfaction -

1. Service Facility

2. Service Quality

3. Service Initiation

4. Service Advisor

5. Vehicle Pick-Up

All the five above mentioned parameters are different and acquire a different level of importance for a customer. Among them, Service Quality holds the maximum importance with 25% of the total share, followed by Service Advisor and Vehicle Pick-Up service at 22% and 20% respectively. Service Initiation and Facility, though rank low but still form an important part and holds 19% and 14% share in the overall satisfaction

In all eleven automobile companies were featured in the list, with Honda, Mazda and Toyota scoring the maximum points. The question is what made these brands leading masters in customer satisfaction field? Amenities like internet access, entertainment, air-conditioning, free food and drinks are the major contributors in the success of these brands have achieved. Near to half, that is 47% customers said that they liked waiting at the center while their cars were under repair. Also, 58% of the people confirmed that these facilities are not just on paper and are actually offered.

2015 Customer Service Index Fact File -

1.The scale for the given data is 1000-point

2.Honda leads by 846 points

3.Toyota and Mazda follow neat at 844 points

4.Industry average improved from 826 to 837

Benefits-

1. Mouth to Mouth Advertisement

2. Higher Chances of Re-purchase

3. Increase in brand Loyalty and Advocacy