Proton aims for top spot in Sales Satisfaction and Customer Service Index


At the half-yearly sales report announcement, Proton also highlighted to the media of its intention to achieve top spot on the Malaysia Sales Satisfaction Index (SSI) and Customer Service Index (CSI) by the end of 2019.

In the J.D. Power 2018 Malaysia SSI (Mass Market) Study, Proton scored 782 points on a 1,000-point scale, slightly under the industry average of 784 points but ahead of non-national brands like Mazda (781), Volkswagen (779) and arch-rival Perodua (774). Nissan was the best performer in 2018 with 812 points.

Setia Gemilang Auto Sdn Bhd, Proton’s first 4S Centre in Malaysia

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.

As for the CSI, J.D. Power ranked Proton below average with a final score of 739 in 2018. The industry average was 754 points. Mitsubishi Motors Malaysia topped the CSI ranking with a final score of 814 points.

J.D. Power 2018 Malaysia CSI (Mass Market) Study measured overall satisfaction among vehicle owners 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%).

In an effort to improve their scores, Proton is rapidly upgrading their showrooms to 3S/4S status. As of end June, Proton has 91 3S/4S centre nationwide, the most of any automotive brand in Malaysia and that number will continue to grow throughout 2019.

Proton’s after sales improvement initiatives are in motion

CEO of Proton, Dr Li Chunrong said: “Our strategy to grow our presence by increasing the number of 3S/4S outlets in our network is to ensure we deliver a premium brand experience to as many of our customers as possible. Our network development team is working hard to also raise our service levels and hopefully these improvements will have a positive impact on our SSI and CSI scores.”


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Adrian Chia

Adrian Chia

He believes that the perfect remedy to Monday blues is a mixture of 4 wheels, clear roads and a pinch of twisty tarmac. A hot hatch is the icing on the cake.
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