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Studies for the Malaysia Market

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Malaysia Customer Service Index Study (CSI)

This study is conducted among customers who have owned their new vehicle for 12 to 24 months and focuses on the dealer service experience; what matters most to customers when they take their vehicles in for service at an authorized service center. The study analyzes the processes that define the dealer service experience.

Malaysia Sales Satisfaction Index (SSI) Study

This study offers a complete perspective on sales and delivery process, analyzing customers’ satisfaction with the pre-sales, sales and delivery experience. SSI focuses on what is important to today’s new vehicle owners – process/ transaction related factors, the customer’s interaction with the salesperson, and the delivery process – and highlights what contributes most to customers’ satisfaction with the dealer/ retailer. Customers are surveyed at 2 to 6 months of ownership.

Malaysia Initial Quality Study (IQS)

This study contains comprehensive and analytically rich information to help manufacturers understand product quality issues. Consumers are surveyed regarding problems they experienced at 2 to 6 months of ownership. Analysis focuses on problem areas affecting quality across vehicle systems.Overall performance is summarized with “Problems Per 100 vehicles” (PP100) designations.