Automotive Surveys | JD Powers| July 2010| Auto Search Philippines

AUTO SEARCH PHILIPPINES

ISUZU

HONDA

MITSUBISHI

CHEVROLET

HYUNDAI

FORD

TOYOTA

KIA

Subscribe in a reader

J.D. Power Asia Pacific Reports: Service Timing and Dealer Commitment to Providing Timely Service Have a
Notable Impact on New-Vehicle Owner Satisfaction with After-Sales Service

with Dealer Service in the Philippines

July 1, 2010, SINGAPORE—servicing vehicles within three hours and having vehicles ready when originally promised have a
Philippines Customer Service Index (CSI) StudySM released today.

Now in its tenth year, the study measures new-vehicle owner satisfaction with the after-sales service process by examining
dealership performance in five key factors: service quality; vehicle pickup; service initiation; service advisor; and service
facility. Customer service performance is reported as an index score based on a 1,000-point scale. Overall customer
satisfaction averages 795 in 2010, and has declined by seven points from 2009.

The study finds that 85 percent of vehicles taken to the dealer for service are serviced within the same day. Among customers
whose service was completed within one day, 43 percent had service completed within three hours, a decline of 4 percent from
2009. Among customers whose vehicles are serviced within three hours, satisfaction averages 21 points higher than the
industry average. However, among customers who wait six or more hours, satisfaction averages 20 points below the industry
average. “Dealerships that reduce the amount of time that customers must wait for service to be completed may benefit not
only from increased customer satisfaction, but also improved cost efficiency of their operation and enhanced service
throughput,” said Taku Kimoto, general manager for the Philippines at J.D. Power Asia Pacific, Singapore.

The study also finds that having the vehicle ready at the promised time contributes positively to customer satisfaction. Among
customers whose promised delivery times are not met, satisfaction declines considerably, to 72 points below industry average.
Approximately one in 10 customers report they did not receive their vehicle at the promised time.

In addition, among customers whose vehicles were washed and vacuumed, satisfaction averages 813.
Conversely, satisfaction averages just 763 among customers who say their vehicles were not washed and vacuumed when
returned. More than one-third of customers report their vehicle was not washed and vacuumed after service.

Among the 11 brands included in the study, Toyota ranks highest, achieving an overall score of 805. Toyota performs
particularly well in the two most important factors—vehicle pickup and service quality—as well as service facility. Isuzu
improves more than any other brand in 2010, achieving a score of 791, compared with 764 in 2009.

The study finds that advocacy and loyalty are closely related to satisfaction levels with the overall service performance of the
dealer. Nearly 60 percent of highly satisfied customers (service satisfaction scores averaging above 852) say they “definitely
will” return to the same dealership for post-warranty service. In contrast, only one-fourth of highly dissatisfied customers
(satisfaction scores averaging 753 and lower) say the same.

The 2010 Philippines Customer Service Index (CSI) study, now in its tenth year, measures the overall satisfaction of vehicle
owners who visit an authorized dealer/service center for maintenance or repair work during the first 12 to 24 months of
ownership.

The study is based on responses from 1,612 new-vehicle owners who purchased their vehicles between January 2008 and
March 2009 and took their vehicle for service to an authorized dealer or service center between July 2009 and March 2010.
The study was fielded between January 2010 and March 2010.

About J.D. Power Asia Pacific
J.D. Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide
performance analytics services in the automotive, information technology and finance industries. Together, the five offices bring the language of
customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam.
Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com.

About The McGraw-Hill Companies:
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a global information and education
company providing knowledge, insights and analysis in the financial, education and business information
sectors through leading brands including Standard & Poor’s, McGraw-Hill Education, Platts, and J.D. Power
and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion.
Additional information is available at http://www.mcgraw-hill.com/.

No advertising or other promotional use can be made of the information in this release without the express
prior written consent of J.D. Power and Associates

Customer Service Index Ranking
Based on 1,000-point scale

J.D. Power Asia Pacific
2010 Philippines Customer Service Index (CSI) StudySM

Source: J.D. Power Asia Pacific 2009 Philippines Sales Satisfaction Index (SSI) StudySM

Charts and graphs extracted from this press release must be accompanied by a statement identifying
J.D. Power Asia Pacific as the publisher and the J.D. Power Asia Pacific 2009 Philippines Sales Satisfaction Index (SSI) StudySM as the
source. Rankings are based on numerical scores and not necessarily on statistical significance. No advertising or other promotional use can
be made of the information in this release or J.D. Power Asia Pacific study results without the express prior written consent of J.D. Power
Asia Pacific

J.D. Power Asia Pacific July 2010 Report -
Toyota Ranks Highest in Customer Satisfaction
with Dealer Service in the Philippines

You need Java to see this applet.

Sign Guestbook View Guestbook