Here’s why after-sales service satisfaction has dipped in the auto industry this year

June 26, 2019

Longer handover times, slower sevice, and the lack of information about how long it would take for their vehicle to be serviced are just some key issues cited as to why customer satisfaction has gone down this year. This is according to the J.D. Power 2019 Philippine Customer Service Index Study.

The study looks at After-Sales Service Satisfaction among the top auto manufacturers in the country. Due to the aforementioned reasons, the overall industry average has dropped from 812 percentage points out of 1,000 in 2018 to 803 this year. Customers complained, for instance, of waiting at least 30 minutes to have their vehicle handed over during service.

Besides this, service times for regular Preventive Maintenance Service now takes an average of three hours. Moreover, dealers only offer services like Express Service nd the like to around 33 percent of its clients—with the rest hardly knowing anything about such possible ways to speed up their maintenance times.

The same study also saw Mazda rank the highest in terms of customer satisfaction, with the Japanese automaker performing well in four out of five of the factors, namely, service initiation, service facility, vehicle pickup,  andservice quality. Mazda garnered an average score of 824 points.

This was followed by Nissan with 814 points while Hyundai ranked third with 811 points.

About the Author

Mr. Gerard Jude Castillo
Gerard has been a self-confessed car nut ever since he was a little boy. As a grown-up, he indulges in his passion by collecting toy cars (which he started since childhood) and reading up on the latest cars out there.  As Associate Editor, he will ensure that you get your fill of the latest cars in the market, as well as a load of automotive features.