Honda PH tops the list of sales satisfaction, beating Mitsubishi

MANILA: According to the J.D. Power 2019 Philippines Sales Satisfaction Index study, Honda comes first in the Philippines to satisfy customers. It claims the top spot with a score of 832 out of 1000, and it defeats its rivals like Mitsubishi (829), Toyota (823), whereas brands like Isuzu, Hyundai, and Ford are present at the bottom of the table.

Around 1,830 new vehicle owners are involved in the study and all the vehicles were purchased from July 2018 to April 2019. The study was conducted between this year’s January and June, with 11 brands. However, manufacturers like Chevrolet, Kia, and Mazda were not included in the list as they had fewer sales count during that period.

In this study, a total of six factors were examined that made the contributions in terms of overall customer satisfaction of buying new vehicles. These are; dealer facility, dealer website, delivery process, working out the deal, paperwork completion and sales consultant. The NPS (Net Promoter Score) is also included in the study, which means the new buyers will provide a score on a 0-10 scale, that shows if they are interested in recommending the brand to other’s or not.

According to J.D. Power, among the respondents, 79 percent were first-time car buyers and are less satisfied than the repeat buyers. On a 1,000-point scale, an overall satisfaction rate of 815 for the new-vehicle sales experience, while the repeat buyers score is a bit high on 837. 

Interestingly, J.D. Power says that 79 percent of respondents this year were first-time car buyers, and yet, are less satisfied than repeat buyers. The study finds that first-time buyers have an overall satisfaction of 815 (on a 1,000-point scale) with the new-vehicle sales experience, while satisfaction of repeat buyers (those either replacing or buying an additional vehicle) is 837.

Philippines J.D. Power’s Country Manager, Sigfred M. Doloroso said that the experience of buying the first car is exciting while choosing one is not an easy task to do. He also added, “Dealers can add value by not only making sure that customers get the right car for the best price but also spending the time to celebrate this first new purchase. This can be made possible through better understanding of the customers’ profile, needs, and preferences.”

Also Read:- Honda car owners better visit the nearest service centre now