Second time in a row Honda Ph tops customer satisfaction chart

MANILA: Toyota Philippines may be the market leader for sales in the country, but when it’s about customer satisfaction, Honda leads the way. As per J.D Power’s 2018 Customer Service Index, Honda is the country’s best automaker in the after-sales category. What’s more awesome is that Honda has grabbed the award twice, consecutively.

The said customer service survey conducted by J.D Power scan a total of five parameters before scoring a brand. It includes the following factors -

• Service advisor
• Service intimation
• Service facility
• Service quality
• Vehicle pick-up

Also, a minimum industry average of 821 was required by the brands to make it to the top slot. In the Philippines, only five automakers namely, Honda, Nissan, Mitsubishi, Toyota, and Isuzu made it to this above-average mark.

Scoring Time -

As mentioned, Honda Philippines came out as the winner with the highest score of 823 points. It displayed a strong performance in three out of five parameters, i.e. service facility, service intimation, and service advisor. Nissan Philippines came second with 822 points followed by Mitsubishi at 816 points.

What came as a surprise was Toyota’s landing in the fourth position with 814 points, we expected better from country’s most selling and reliable brand. Isuzu Philippines wrapped up the top five chart with a score of 812. All the other automakers that followed were below average scorers including Ford, Suzuki, Kia, Hyundai, and Chevrolet.

Mazda was not a part of the study, as according to J.D Power, the Japanese manufacturer had a way to small sample size to be judged upon.

Key things noted in the study -

• More and more dealerships are now offering express service to their customers, pertaining to which more than half of the buyers received serviced vehicle is just 2 hours
• Overall score of the customers who availed the express service is higher compared to the one’s who didn’t
• More than half of the customers said they would recommend the express service offering centres to their friends and relatives
  87 percent of customers said that they now receive service updates from the dealerships
• Also, 32 per cent of the buyers said that they prefer watching their vehicle getting serviced and being able to speak to the mechanic personally

So, what’s your car maker’s score?