Published on September 29th, 2014 | by Daniel Sherman Fernandez0
TOYOTA RANKED HIGHEST IN CUSTOMER SERVICE & SALES SATISFACTION IN 2014
UMW Toyota Motor Sdn Bhd ranked number one in the Customer Service Index (CSI) and Sales Satisfaction Index (SSI) categories according to the J.D. Power Asia Pacific 2014 Malaysia.
Commenting on the double achievement Datuk Ismet Suki, President of UMW Toyota Motor said, “This is definitely an important milestone for UMW Toyota Motor and absolutely a double celebration for us this year. Congratulations to all team members especially to the front-liners for sales and after-sales out there who had been working diligently in exceeding our customers’ expectations”.
Toyota ranked highest in the overall customer service satisfaction (CSI) among mass market brands, with a score of 777 and performed particularly well in the service facility factor. The 2014 Malaysia Customer Service Index (CSI) Study is based on responses from 2,610 new-vehicle owners in the mass market segment who purchased their vehicle between February 2012 and May 2013 and took their vehicle for service to an authorized service center between August 2013 and May 2014. The study was fielded between February and May 2014.
It measures overall service satisfaction among owners who took their vehicle to an authorized service center for service maintenance and/ or repair work during the first 12 to 24 months of ownership. For the first time, the 2014 study examines service satisfaction exclusively on the mass market segment.
The 2014 Malaysia Sales Satisfaction Index (SSI) Study is based on responses from 2,601 new-vehicle owners in the mass market segment who purchased their vehicle between August 2013 and April 2014. The study was fielded between February and June 2014. Toyota also ranked highest in overall sales satisfaction among mass market brands for a second consecutive year, with a score of 804. Toyota performs particularly well in the sales initiation, dealer facility, deal, sales person and delivery process factors.
The spirit of Kaizen or continuous improvement which is part and parcel of the lives in UMW Toyota Motor has certainly helped to create more value in the business while facing the increasing competition in the automotive industry. “We are constantly listening and responding to our customers’ wants and need. UMW Toyota Motor is committed towards our company’s theme of “One Team, Customer First” to deliver an enjoyable experience with Toyota, said Datuk Ismet Suki, President of UMW Toyota Motor.