Siros Satrabhaya, Branch Manager at J.D. Power Asia Pacific in Thailand discusses the latest findings from the 2015 Thailand Customer Service Index (CSI) StudySM. Get his insights on:
- Chapter 1: This year, the CSI scores have improved by 27 points from last year. We are coming back to the high levels of Customer Satisfaction that we have seen in 2013 where it was at a high of 889. Could you elaborate on the factors that have contributed to this upswing in scores?
- Chapter 2: What are the standards and activities that service centers have implemented that were not there, say three years ago?
- Chapter 3: How is technology deployed to enhance the CS experience?
- Chapter 4: Relationship between Customer Satisfaction and Loyalty to the Brand
Since the First Car program was introduced in 2012, all major brands have expanded their dealer network substantially. Each brand has increased number of dealer outlets by about 20-40% compared to 2012. Not only new service facilities have been added, existing service facilities have been renovated or updated. This provides more choices for the customers to choose where to bring their cars for service.