Thorough Explanations Enhance After-Sales Service Satisfaction in Vietnam

Vietnam01New-vehicle owners in Vietnam prefer to have the type and scope of maintenance or repair work explained prior to their service visit and after the work is completed at the dealer or authorized service center, according to our 2013 Vietnam Customer Service Index (CSI) Study. When a service advisor provides explanations at the beginning and completion of work, satisfaction improves significantly—by 24 points (on a 1,000-point scale). Continue reading ›

Service Satisfaction among Japan’s Mini-Car Owners is a Major Challenge

Taku Kimoto

The mini-car segment in Japan continues to gain share and attract more attention, accounting for one-third of total industry sales. Traditional mini-car brands—mainly Daihatsu and Suzuki—are competing in a tight market with Japan’s six mass-market brands—Toyota, Honda, Nissan, Mazda, Subaru and Mitsubishi. Some, including Honda, are launching their own tiny models with engine sizes of 660 cc or less.*

The competition between mini-car brands and mass-market brands is presenting a severe challenge to satisfying customers with after-sales service—especially among those vehicle owners who have switched from domestic mass market brands to mini-car brands, according to our 2012 Japan Customer Service Index (CSI) Study.

This year, overall customer satisfaction with service performed at automotive dealer facilities averages just 617 index points (on a 1,000-point scale), which is down from 623 in 2011. Continue reading ›

China’s Dealer Service Satisfaction Flattens after Major Expansion

Dr. Mei Songlin

Overall customer satisfaction with dealer service in China has reached a plateau after improving in each of the past 6 years, according to our 2012 China Customer Service Index (CSI) Study, which is based on personal interviews with nearly 14,660 new-vehicle buyers who visited their dealer service department between the first 12 and 24 months of ownership.

A possible reason for the lack of improvement this year is that automakers rapidly expanded their dealer networks in China during the past several years in response to tremendous growth in passenger-vehicle sales, according to our research. In 2011, for instance, the number of authorized dealerships rose by 14% from 2010. Many of these new dealerships lack experienced staff to provide quality customer service, while service facility scores also lag behind, based on analysis in our 2012 China Dealer Attitude Study.

Service Satisfaction Higher in Tier 1 and Tier 3 Cities

Our latest China CSI Study findings indicate that satisfaction with dealer service* is higher in the country’s larger Tier 1 cities** and Tier 3 cities than it is in Tier 2 locations. It’s interesting that customer communication with service advisors in these two regions is significantly better than in Tier 2 cities. Continue reading ›