MANILA, Philippines — Japanese automaker Honda posted the highest after-sales satisfaction level in the Philippines for the second year, according to this year’s customer service index (CSI) study of research and consulting services firm J.D. Power.
The J.D. Power 2018 Philippines CSI study showed Honda topped the list of 10 automotive brands anew in terms of after-sales service satisfaction as it got an overall score of 823 points.
The CSI study measures the overall satisfaction of vehicle owners who visited an authorized service center for maintenance or repair during the first 12 to 36 months of ownership based on five factors: service quality; service initiation; service facility; vehicle pick-up; and service advisor.
Honda performed well in three of the five factors: service initiation; service advisor; and service facility.
Nissan placed second on the list with a score of 822 points, while Mitsubishi ranked third with a score of 816 points.
Toyota bagged fourth place with a score of 814 points, followed by Isuzu on the fifth spot with a score of 812 points.
Overall satisfaction for the industry is 812 points.
The brands which got the sixth to 10th spots are: Ford (810), Suzuki (806), Chevrolet (805), Kia (802) and Hyundai (787).
This year’s CSI study is based on the responses of 2,455 new vehicle owners who purchased their car between February 2015 and May 2017 and took their vehicle for service to an authorized dealer or service center between August 2017 and May this year.
Apart from ranking automotive brands, the CSI study showed the proportion of customers who were offered express service during their most recent visit to a dealership increased by 38 percentage points year-on- year (55 percent versus 17 percent).
It also showed 44 percent of those who used the express service option had their vehicle returned within two hours.
Customers who opted for express service also had higher overall satisfaction (820 points) than those who did not select express service (793 points).
In addition, more than half or 51 percent of customers who chose the express service option said they “definitely would” recommend the service center to a friend or relative, compared with 42 percent of those who did not pick that option.
Sigfred Doloroso, J.D. Power country manager for the Philippines said the study’s results show customers in the Philippines are time sensitive.
“Given the decline in new vehicle sales this year, dealerships have been trying to maximize their service revenue and improve capacity utilization. The retention of existing customers through systematic service reminders, notifications for due service, faster service turnaround and improved customer experience is the key to business viability,” Doloroso said.
As of the first semester, combined sales of the Chamber of Automotive Manufacturers of the Philippines Inc. and the Truck Manufacturers Association Inc. reached 171,352 units, 12.5 percent lower than the 195,772 units sold in the same period last year.