Toyota Ranks Highest in After-Sales Service Satisfaction in Thailand for A Fourth Consecutive Year

Implementation frequency of customer service standards at authorized service centers in Thailand has improved considerably from 2010, according to the J.D. Power Asia Pacific 2011 Thailand Customer Service Index (CSI) StudySM released today. The study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors. In order of importance, they are: service quality; vehicle pick-up; service advisor; service facility; and service initiation. Customer service performance is reported as an index score based on a 1,000-point scale. Overall customer satisfaction averages 827 in 2011, improving by four points from 2010. Among the nine brands included in the study, Toyota ranks highest for a fourth consecutive year, achieving a score of 838. Toyota performs particularly well in four of five factors: service initiation, service advisor, service facility, and service quality factors. Among the 22 service standards examined in the study, service centers perform an average of 20 standards in 2011, compared with 19.3 in 2010. Nearly three-fourths (70%) of customers report their service center performs 20 or more service standards, while only 55 percent of customers said the same in 2010. Furthermore, implementation rates have improved for nearly all 22 service standards. In particular, five standards are performed nearly 100 percent of the time across the industry, including: service work is completed correctly the first time; the service advisor addressed the customer appropriately; the service center has convenient business days/ hours of operation; the service advisor was neatly dressed; and the waiting area was clean. “As the automotive market changes and customer expectations increase, authorized service centers are making significant efforts in raising their service standards and better addressing customer needs,” said Loic Pean, senior manager at J.D. Power Asia Pacific, Thailand. Among customers who say their service center performed all 22 service standards during their visit, more than one-half (56%) indicate they “would definitely” revisit their service dealer for post-warranty service. However, this proportion falls to 24 percent among customers who say their service center performed 15 or fewer service standards. “Increasing service standard implementation generates higher customer satisfaction, which in turn increases customer loyalty and additional revenue for authorized service centers, particularly once the warranty period expires,” said Pean. The study also finds that the three most commonly cited reasons for selecting a service center are: purchase location, convenient location and reliable service. The condition and cleanliness of the vehicle after service has a considerable impact on customer satisfaction. Customers are also particularly sensitive to whether their vehicle was returned with controls and settings unchanged. Satisfaction averages 30 index points lower among customers who say their vehicle controls and settings were changed upon pick-up, than among those who say their controls and settings were not modified. “Ensuring serviced vehicles are returned in the same or better condition as when they were dropped off—in both the exterior and interior—is key to creating perceptions of superior service quality in the eyes of customers and making long-lasting positive impressions,” said Pean. The 2011 Thailand Customer Service Index (CSI) study, now in its 12th year, measures the overall satisfaction of vehicle owners who visit an authorized dealer/service center for maintenance or repair work during the first 12 to 24 months of ownership. This study is based on responses from 2,761 new vehicle owners who purchased their vehicle between January 2009 and April 2010 and took their vehicle for service to an authorized dealer or service center between July 2010 and April 2011. The study was fielded between January and April 2011. About J.D. Power Asia Pacific J.D. Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide performance analytics services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]. About J.D. Power and Associates Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies. About The McGraw-Hill Companies Founded in 1888, The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. With leading brands including Standard & Poor’s, McGraw-Hill Education, Platts energy information services and J.D. Power and Associates, the Corporation has approximately 21,000 employees with more than 280 offices in 40 countries. Sales in 2010 were $6.2 billion. Additional information is available at http://www.mcgraw-hill.com.

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