Mitsubishi Motors Malaysia Tops After-Sales Customer Satisfaction
“After sales service is more important than assistance before sales. It is through such service that one gets permanent customers.” – Konosuke Matsushita
We have often heard that phrase ‘Anyone can do sales but it is the follow-up that counts’ or to that effect. Mitsubishi Motors Malaysia (MMM) is taking these quotes and putting them to exemplary use by coming out on top in Malaysia for ‘After-Sales Customer Satisfaction’.
In a survey conducted by J.D. Power Malaysia Customer Service Index (CSI) Mass Market study this year, MMM had the highest score of 814 when pitted against eight other brands.
The study was based on responses from 2,957 new vehicle owners who received delivery of their vehicle between March 2015 and July 2017 and took their vehicle for service to an authorized service centre between March 2017 and July 2018. It measures customer satisfaction with the servicing and vehicle-return process and was fielded from March through July 2018.
“MMM is happy to be ranked highest for the CSI Mass Market Study conducted by J.D. Power 2018. This reflects MMM‘s commitment to continue to provide a rewarding and positive customer’s experience from the first initiation of purchase to a satisfying after-sales service. This is an encouragement for us to aim to do better and to strive to maintain number one every year!” said Tomoyuki Shinnishi, Chief Executive Officer of Mitsubishi Motors Malaysia.
Now in its 16th year, the study measures overall satisfaction among vehicle owners who visited an authorized service centre for maintenance or repair work during the first 12 to 36 months of ownership and is based on five factors (in order of importance): service quality (25%); vehicle pick-up (21%); service initiation (20%); service facility (17%); and service advisor (16%). Overall satisfaction for the industry averages 754 points.
Mitsubishi Motors Malaysia is currently represented by 52 showrooms (out of which 46 are 3S Centres) and 51 service outlets throughout Malaysia. In East Malaysia, MMM is represented by 14 showrooms (6 in Sarawak and 8 in Sabah).
The Triton 4×4 pick-up truck is imported as CBU (Completely Built-Up) units from Thailand while the ASX Compact SUV and Outlander are locally assembled (CKD) in Malaysia.