The relative importance of the initial shopping phase in the overall purchase experience of new-vehicle buyers at authorized car dealerships in the Philippines more than doubled from 2014, according to the JD Power Asia Pacific 2015 Philippines Sales Satisfaction Index (SSI) Study released last week.
Now in its 15th year, the study has been entirely redesigned in 2015 and now examines six factors that contribute to overall customer satisfaction with the new-vehicle purchase experience. In order of importance, they are sales initiation; delivery process; delivery timing; salesperson; dealer facility; and deal. Sales satisfaction performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction. Due to the study redesign, the 2015 index scores are not directly comparable with 2014.