Nissan tops customer satisfaction in PH - study


Posted at Aug 08 2014 11:21 AM | Updated as of Aug 08 2014 08:17 PM

MANILA, Philippines - Nissan scored the highest in customer satisfaction with after-sales service among new vehicle owners in the Philippines, according to the J.D. Power 2014 Philippines Customer Service Index (CSI) study.

Nissan scored 844 points in the study, which covered 63 vehicle models and was based on the responses from 1,733 vehicle owners who took their vehicle to an authorized service center for servicing during the first 12 to 24 months of ownership.

The overall satisfaction was measured across five factors: service advisor, service facility, service initiation, service quality, and vehicle pick-up, where Nissan performed exceptionally well in four of the categories.

"At Nissan Philippines Inc. (NPI), we have been fully committed to deliver quality service to all Nissan customers. We thrive on providing innovation that excites and continuously offer top customer service to all those who enter a Nissan dealership and invest in a Nissan car,” said Kenji Naito, outgoing president and managing director of Nissan Philippines, Inc.

Nissan Philippines is the sole National Sale Company in the country formed through a joint venture with Nissan Motor Co. Ltd., Universal Motors Corporation and Nissan Motors Philippines, Inc. early this year.

Under a single Nissan entity and the management of NPI’s new president and managing director, Antonio Zara, the company is now carefully repositioning itself for a powerful comeback in the local market.

The consolidation was immediately followed by the release of two new global sedans: the New Nissan Sylphy and Altima.

The CSI study also showed that, among new-vehicle owners, the quality of after-sales service provided at authorized service centers has improved 12 points year-on-year.

The overall customer satisfaction remains stable at 826 points, 1 point higher than 2013.

“As the automotive market in the Philippines enjoys double-digit growth, new-vehicle owners—most of whom are first-time buyers—seek a stress-free and positive experience at their authorized service center,” said Loic Pean, senior manager at J.D. Power Asia Pacific.