J.D. Power CSI 2018: Mitsubishi tops after-sales customer satisfaction


According to research and consulting provider J.D. Power, Mitsubishi vehicle owners in Malaysia are the most satisfied when it comes to after-sales customer service, based on the latest Customer Service Index (CSI) study which measures customer satisfaction with the servicing and vehicle-return process.

Among the eight automotive brands ranked in this year’s study, Mitsubishi led the field with an overall score of 814, with Mazda coming in second with 786, followed by Volkswagen and Nissan tied in third with scores of 776. Mitsubishi was ranked second (with Toyota first and Mazda third) in the 2017 and third in 2016 (Toyota first, Mazda second) – testament to the brand’s steadfast efforts to improve after-sales service.

“MMM is happy to be ranked highest for the CSI Mass Market Study conducted by J.D. Power 2018. This reflects MMM‘s commitment in providing a rewarding and positive customer’s experience from the first initiation of purchase to a satisfying after-sales service. This is an encouragement for us to aim to do better and to strive to maintain number one every year!” said Tomoyuki Shinnishi, Chief Executive Officer of Mitsubishi Motors Malaysia.

The results of the J.D. Power 2018 CSI study were based on responses obtained from 2,957 owners who took delivery of their new cars between March 2015 and July 2017 and serviced their vehicles at an authorised dealer or service centre between March 2017 and July 2018. The study was fielded from March through July 2018.

Source: J.D. Power

The study, now in its 16th edition, measured overall satisfaction among vehicle owners who visited an authorised service centre for maintenance or repair work during the first 12 to 36 months of ownership and is based on five factors (in order of importance): service quality (25%); vehicle pick-up (21%); service initiation (20%); service facility (17%); and service advisor (16%). Overall satisfaction for the industry averages 754 points.


Denis Wong

Denis Wong

In the age of misinformation and spin, Denis prefers candour and a counterpoint, because the truth matters.
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