Topping the charts in customer satisfaction


  • SME
  • Wednesday, 1 Oct 2014

Ranked first: The company also did well in the sales satisfaction of the survey, especially in the areas of sales initiation, dealer facilities, deals, sales personnel and delivery process.

Ranked first: The company also did well in the sales satisfaction of the survey, especially in the areas of sales initiation, dealer facilities, deals, sales personnel and delivery process.

UMW Toyota Motor Sdn Bhd has announced that it was recently ranked number one in the Customer Service Index (CSI) and Sales Satisfaction Index (SSI) categories of a survey conducted by global market research company J.D. Power.

Commenting on the double achievement, Datuk Ismet Suki, president of UMW Toyota Motor said, “This is definitely an important milestone for UMW Toyota Motor and absolutely a double celebration for us this year.

“Congratulations to all team members, especially to the front-liners for sales and after-sales out there who had been working diligently in exceeding our customers’ expectations”.

Toyota ranked highest in the overall customer service satisfaction among mass market brands, with a score of 777 and performed particularly well in the service-facilitycategory.

The 2014 Malaysia Customer Service Index (CSI) Study is based on responses from 2,610 new-vehicle owners in the mass market segment who purchased their vehicle between February 2012 and May 2013 and took their vehicle for service to an authorised service centre between August 2013 and May 2014. The study was conducted between February and May 2014.

It measures overall service satisfaction among owners who took their vehicle to an authorised service centre for service maintenance and/or repair work during the first 12 to 24 months of ownership.

For the first time, this year’s study examines service satisfaction exclusively on the mass market segment.

The 2014 Malaysia Sales Satisfaction Index (SSI) Study is based on responses from 2,601 new vehicle owners in the mass market segment who purchased their vehicle between August 2013 and April 2014.

The study was conducted between February and June 2014. Toyota also ranked highest in overall sales satisfaction among mass market brands for the second consecutive year, with a score of 804.

Toyota performed particularly well in the sales initiation, dealer facility, deal, sales person and delivery process factors.

“The spirit of Kaizen or continuous improvement which is part and parcel of the lives in UMW Toyota Motor has certainly helped to create more value in the business while facing the increasing competition in the automotive industry.

“We are constantly listening and responding to our customers’ wants and needs,” added Ismet.

Automotive , SME , UMW Toyota Motor Sdn Bhd