Photo: House of Japan
Offering a good service satisfaction is a crucial step in maintaining your clients’ loyalty towards the brand and Toyota sure knows how to do this.
The latest J.D. Power Asia Pacific’s 2013 Philippines Customer Service Index survey placed the Japanese automaker in top position with a score of 832 out of 1,000.
“When evaluating their experience at dealerships, customers are giving more weight to personal interaction,” said Mohit Arora, executive director at J.D. Power Asia Pacific, Singapore. “Manufacturers and dealerships, therefore, need to focus on communication and soft skills, such as managing customer expectations.”
Toyota vehicle owners were surveyed based on five factors: service quality, service advisor, vehicle pickup, service initiation and service facility. The survey was based on responses from 1834 owners who purchased vehicles between February 2011 and May 2012.
“When evaluating their experience at dealerships, customers are giving more weight to personal interaction,” said Mohit Arora, executive director at J.D. Power Asia Pacific, Singapore. “Manufacturers and dealerships, therefore, need to focus on communication and soft skills, such as managing customer expectations.”
Toyota vehicle owners were surveyed based on five factors: service quality, service advisor, vehicle pickup, service initiation and service facility. The survey was based on responses from 1834 owners who purchased vehicles between February 2011 and May 2012.
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