Despite Improved Service Processes, Pre-scheduled Appointments Still Encounter Service Initiation Challenge, J.D. Power Finds
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Mazda and Toyota Rank Highest in a Tie
SINGAPORE: 8th Nov. 2017 — Ensuring that pre-appointments are adhered to results in a more complete level of standards during the service process in Indonesia. However, there is room for improvement in the service initiation process of these appointments to reduce waiting time, according to the J.D. Power 2017 Indonesia Customer Service Index (Mass Market) Study,SM released today.
This year, 34% of customers made appointments for service, a trend that has been increasing steadily over the last three years, up from 29% in 2015. The implementation of all service standards by dealers for these customers is increasing, with 28% of them receiving all service standards, 18 percentage points higher than for those who walked in to the dealership with no appointment (10%). This difference in implementation results in a higher satisfaction score — on a 1,000-point scale — for appointed customers of 787 points as compared to customers who visit the dealer with no appointment (761). Moreover, ensuring that all service standards are implemented for customers with appointments improves satisfaction by 64 points.
Given 43% of customers with scheduled appointments are still required to wait to speak with a service advisor — as compared with 32% of walk-in customers— there is an opportunity for dealers to improve their preparedness in managing this increased volume of customers with pre-scheduled service appointments.
“Although there has been an increased emphasis by the dealerships on improving service scheduling with pre-arranged appointments, it is equally important for them to undertake advance preparation for these customers”, said Kaustav Roy, Director at J.D. Power. “A well-prepared workshop will not only help to strengthen satisfaction through efficient time and process management, but will also assist in ensuring proper internal resource utilization.”
Following are additional key findings of the study:
- Customer satisfaction has increased: Overall customer service satisfaction averages 770 in 2017, increasing by 5 points from last year. This increase is attributed to improvements across all factors, with service quality and vehicle pick-up improving by 7 points each.
- Promoting quicker services is beneficial to customers and dealers: Dealerships are proactively promoting their “Quick/ Express service” by offering with 38% of customers being offered this in 2017, an increase of 5 percentage points from 2016. In addition, the adoption of “Quick Service” by customers has also increased from last year (33% vs. 27%, respectively).
- Services are completed on time: The study finds that 84% of customers indicated that their vehicle was ready as per the promised time, an increase of 3 percentage points from 2016.
- Follow-up communication is key: Customer contact after the service visit has also shown improvement from last year (53% vs. 61%, respectively). When customers are contacted after their service, satisfaction improves by 10 points.
- Room for improvement: The study finds that there remains an opportunity for improvement in ensuring that a clean vehicle is returned to customers post-service, with 16% of customers indicating that their vehicle was neither washed nor vacuumed after the service, compared with 10% last year.
Mazda and Toyota rank highest in a tie in overall service satisfaction among mass market brands, with a score of 774. Toyota performs particularly well in the service initiation and service quality factors. Mazda performs well in service advisor, service facility, and vehicle pick up factors. Daihatsu ranks third with 770 index scores.
The 2017 Indonesia Customer Service Index (CSI) Study is based on responses from 3,175 vehicle owners who received delivery of their new vehicle between March 2015 and September 2016 and took their vehicle for service to an authorized dealer or service center between August 2016 and September 2017. The study was fielded from February through October 2017.
Now in its 17th year, the study measures overall service satisfaction among owners who took their vehicle to an authorized service center by examining dealership performance in five factors (in order of importance): service quality (30%); service initiation (27%); service facility (15%); vehicle pick-up (15%); and service advisor (12%).
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About J.D. Power in the Asia Pacific Region
J.D. Power has offices in Singapore, Bangkok, Kuala Lumpur, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the six offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding J.D. Power and its products can be accessed through the internet at asean-oceania.jdpower.com.
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