It looks like Express Service is driving customer satisfaction, says J.D. Power study

August 29, 2018

It seems that we’re now seeing a shift in after-sales service in the local automotive industry. This is according to the latest J.D. Power 2018 Philippines Customer Satisfaction Index Study released recently.

A look at the study shows that the now en vogue express service is preferred by more customers. The numbers prove this as clients who availed of the service grew by some 38 percentage points compared to the previous year. The study went on to say that these very same customers were very satisfied, with 44% of them receiving their vehicle within two hours. Moreover, more clients were satisfied with the work done vis-à-vis those folks who did not take the express service route. And they would definitely refer this to their friends and family, many say.

Besides quick service, more car dealerships are now notifying customers that it’s time to come in and have their vehicle checked. Some 87% of respondents said they received a notification reminding them to give their ride some TLC. And 32% of them would prefer to watch over their vehicle as it undergoes a routine maintenance check.

Beyond the trends, the J.D. Power study naturally lets us know which car brands are doing well when it comes to customer satisfaction in. Honda tops the list for the second straight year with 823 points. The Japanese marque was followed by fellow Japanese carmaker Nissan with 822 points, while Mitsubishi comes in third with 816 points. The top five is rounded out by Toyota (814) and Isuzu (812).

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.