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Toyota Motor Phils. (TMP) ranked number one in customer satisfaction
with regards to after-sales service in authorized dealerships,
according to the J.D. Power Asia-Pacific 2008 Philippines Customer
Satisfaction Index (CSI) study that was conducted in September.
J.D. Power Asia-Pacific General Manager for
Philippines Taku Kimoto presented the award to TMP President Hiroshi
Ito during the company’s customer service committee meeting held
on November 28, TMP revealed in a statement.
TMP scored 843 points, six points above industry
average.
“It is an honor to receive the highest ranking
from one of the most credible automotive industry studies, J.D.
Power,” said TMP Customer Service Manager Josephine Villanueva.
“We made a lot of improvements in terms of customer satisfaction
for the past year. Coming from the number four position last year,
our efforts have generated very positive feedback from our customers
and we are very happy that we are making our customers happy.”
Villanueva also extended TMP’s gratitude to
all Toyota dealers, saying, “As front liners, a huge part of this
award is due to their hard work, dedication and commitment to raise
customer satisfaction to the highest level.”
Now on its eighth year, the J.D. Power study
measures new-vehicle owner satisfaction with the after-sales service
process by examining dealership performance in seven factors, which
are problems experienced; service quality; user-friendly service;
service delivery; service advisor; service initiation; and
in-service experience. CSI performance is reported as an index score
based on a 1,000-point scale. Overall customer satisfaction shows
improvement with a score of 837 this year—an increase of 23 points
since 2007.
The 2008 Philippine CSI study is based on the
responses of more than 1,400 new-vehicle owners who purchased their
vehicles between September 2006 and June 2007 and took their
vehicles for service to an authorized dealer or service center
between September 2007 and June 2008.
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