Every year, J.D. Power ranks car makers based on their Sales Satisfaction Index (SSI) Study and the market researcher has just released their 2018 (SSI) study for Malaysia. Based on a comprehensive analysis of new-vehicle purchase and delivery experience, Nissan was ranked highest in sales satisfaction.
Ranked on a 1,000-point scale, Nissan scored 812 and took number 1 spot among all mass market vehicle brands followed by Isuzu in second place with a score of 797. Malaysia’s number 1 non-national brand, Honda, scored 795 points placing the Japanese brand at third place.
The study is based on responses from 2,477 new-vehicle owners who have purchased their vehicle between September 2017 and May 2018. The score was tabulated using six factors – in order of importance – dealer sales consultant, dealership facility, delivery process, working out the deal, paperwork completion and dealership website.
J.D. Power also found that 59 per cent of buyers primarily researches online for key information before buying a car such as its price, features and specifications. At the mass market level, financial considerations are cited as the most influential reasons for purchasing a vehicle, affecting the purchase decision of buyers who are 29 years and younger more than those who are 45 years and older.
Country Head of Malaysia at J.D. Power, Muhammad Asyraf Bin Mustafar said: “Car buyers in Malaysia, especially younger buyers, are increasingly concerned about the cost of owning a vehicle and are turning to online channels to aid in their research on the best available deals.”
“Brands that can offer a competitive pricing model through flexible financing options, better fuel economy, customized maintenance packages and higher residual values are likely to attract more customers. Similarly, it is important that brands can match their product offerings with their customers’ purchase reasons,” he added.