At the launch of the facelifted Honda Odyssey, Honda Malaysia announced their 2018 target of 109,000 sales units and to achieve this target, the company will focus on after-sales and prioritise customer satisfaction for the coming year.
The target set is based on the company’s stable momentum over the past four years which will be bolstered by two new model launches in 2018 – first being the facelifted Odyssey with Honda Sensing. After an aggressive product line up for the past two years starting with the Civic FC to the Civic Type R, Honda Malaysia will now shift its focus to aftersales service to elevate the ownership experience of the Honda brand.
Honda Malaysia Managing Director and Chief Executive Officer, Mr. Toichi Ishiyama said, “According to our internal survey, our Customer Satisfaction Index (CSI) score has increased by 23 points compared to the previous year. To further provide more Joy, we will significantly enhance this area in 2018.”
“This year we are focusing on the three main areas of dealer expansion and customer experience, skilled associates at dealers, and customer’s virtual touchpoint. Towards this end, customer satisfaction will be the main emphasis in 2018. The total investment to enhance Honda’s operation and after-sales is estimated at RM31 million”, Ishiyama-san added.
Moving forward, seven more dealerships are expected to be opened, ranging from 3S Centres to standalone Body and Paint Centres over the course of 2018. In addition to new dealerships, current Honda facilities will gradually be upgraded to feature the brand’s New Corporate Identity based on the concept of Innovative and Inviting with Human Centric elements to enhance the quality of service and hospitality for customers.
In 2017, Honda Malaysia achieved record sales of 109,511 cars and has maintained its Number 1 position in the Non-National segment for the third consecutive year as well as its Number 2 position in overall TIV (Total Industry Volume) for the second year running. Despite the challenging economic climate, Honda achieved 19 percent increase in overall sales.