A study released by the J.D. Power Asia Pacific 2015 Philippines Customer Service Index (CSI) Study revealed that the time spent by customers at authorized car service centers has decreased significantly in the Philippines, resulting in higher overall customer satisfaction.
Now in its 15th year, the study measures satisfaction with after-sales service among new-vehicle owners who visit an authorized service center for maintenance or repair work during the first 12 to 24 months of ownership based on five factors: service quality (25 percent); service advisor (22 percent); vehicle pick up (20 percent); service initiation (19 percent); and service facility (14 percent). Overall satisfaction is measured on a 1,000-point scale.
Honda ranked highest in overall customer satisfaction with after-sales service among the 11 brands ranked, with a score of 846. Honda performed particularly well in the service facility and service quality factors.
Toyota and Mazda follow in a tie for second scoring 844 points each. Toyota performed particularly well in the service advisor and service facility factors, while Mazda performed well in vehicle pick up and service quality. Isuzu (839) ranked fourth and Chevrolet (838) ranked fifth.
The 2015 Philippines CSI Study is based on responses from 1,750 new-vehicle owners who purchased their vehicle between February 2013 and May 2014 and took their vehicle for service to an authorized dealer or service center between August 2014 and May 2015. The study was fielded between February and May 2015.
Overall service satisfaction is 837 points in 2015, an 11-point improvement from 2014. Satisfaction increases in all five factors, with the largest year-over-year gain in service initiation, up by 15 points from 2014.
“Authorized service dealers have made significant efforts aimed at reducing the time their customers spend at their service facilities, especially in a market where new-vehicle owners are particularly sensitive to waiting times,” said Loic Pean, senior manager of J.D. Power Asia Pacific. “The wait time to speak to a service advisor, the vehicle handover process before service, as well as the actual vehicle servicing time and payment process are completed notably faster than in 2014, translating into higher satisfaction with the overall service experience.”
More than one-fourth (27 percent) of new-vehicle owners indicate that their most recent service experience was better than expected, a four-percentage point increase from 2014. Nearly one-fifth (18 percent) of owners indicate it took less than five minutes to speak to a service advisor, a percentage that has doubled from 2014. More than one-third (37 percent) of service customers indicate it took 10 minutes or less to complete the vehicle handover process, up from 29 percent in 2014. Half (50 percent) of vehicle owners say it took 10 minutes or less to finish the paperwork and pick up their vehicle after the service was completed, a 13-percentage point improvement from 2014.