Monday, July 31, 2017

Honda Ranks Highest in After Sales Service Satisfaction in the Philippines


Honda ranks highest in overall service satisfaction among the 11 mass market brands included in the JD Power 2017 Philippine Customer Service Index (CSI). Honda scores 803 and performs particularly well in four of the five factors: service quality; vehicle pick-up; service facility; and service advisor. Hyundai (798) ranks second, followed by Mitsubishi (797).

However, customer satisfaction with after-sales service at authorized automobile service centers dramatically decreased to its lowest point since the study was launched in 2001, according to the JD Power study.

Overall satisfaction for the industry—measured on a 1,000-point scale—drops 29 points to an average of 793, down from 822 in 2016. Satisfaction decreases across all five factors, but service initiation and vehicle pick-up score the lowest at 787 each.

“The increased time spent handing over the vehicle before service—due to rapidly increasing service volumes—is one of the key reasons for the significant drop in service satisfaction,” said Loïc Pean, senior manager at JD Power. “Service networks are not expanding as fast as market demand, which creates challenges for service centers to handle the increasing traffic within a reasonable time—in a very time-conscious market—while also maintaining high-quality service standards.”

While the percentage of service appointments increases to 47 percent from 40 percent in 2016, the time required to secure an appointment also increases. Indeed, 72 percent of service customers say it took two or more days to get an appointment, with three in 10 customers (an increase of 10 percent from 2016) indicating they had to wait 9 minutes, on average, to speak to a service advisor. More than four in 10 (41 percent) customers say it took more than 30 minutes to complete the vehicle handover process (i.e., time waiting to be greeted, time conferring with the advisor, time to hand over keys and time to complete any initial paperwork), a figure which is nearly double the 21 percent in 2016.

“As a consequence of these capacity issues, more pressure is placed upon dealer facilities and staff,” said Sigfred Doloroso, country manager at JD Power. “This translates into a decrease of certain quality standards, which has a noticeable effect on customer satisfaction, such as providing accurate service cost and time estimates or the cleanliness of the vehicle on return. It is crucial that service advisors take more time to communicate with and offer advice and explanations on vehicle maintenance to each customer.”

The proportion of customers receiving a cost estimate before service drops to 78 percent from 83 percent in 2016. In addition, 5 percent of customers say they paid more than the estimated cost, compared with only 2 percent in 2016. Finally, 10 percent of customers surveyed indicate their vehicle had not been washed or vacuumed, more than three times the rate in 2016.

Following are additional key findings of the study:
  • More vehicle quality issues and repairs: Three times as many customers in 2017 say they have experienced at least one problem with their vehicle since purchasing it than in 2016 (6 percent vs. 2 percent, respectively). As a result, the percentage of vehicle owners disappointed or indifferent (providing a rating of 7 or below on a 10-point scale) with the overall quality of their vehicle increasing to 17 percent, up from 9 percent in 2016. As a possible consequence, 10 percent of customers indicate they had repairs carried out during their most recent service visit, up by 3 percent from 2016.
  • Fewer commitments on service time: The percentage of service customers who say the dealership did not “promise” when the vehicle would be ready is 12 percent, three times more than in 2016. Additionally, the percentage of customers who indicate they had to check with the dealership themselves to learn when their vehicle would be ready doubled to 8 percent from 4 percent in 2016.
  • More customers paying higher service fees: More than eight in 10 (81 percent) customers paid for some or all of the service charges in 2017, up from 76 percent in 2016. Moreover, 13 percent say they paid more than what they had initially expected.
  • Increased time to finish paperwork and pick up vehicle: Nearly one-fourth (24 percent) of customers say it took more than 20 minutes after service to complete payment and pick up their vehicle, compared with 20 percent in 2016. 
The 2017 Philippines Customer Service Index (CSI) Study is based on responses from 1,951 new-vehicle owners who purchased their vehicle between February 2015 and May 2016 and took their vehicle for service to an authorized dealer or service center between August 2016 and May 2017. The study was fielded between February and May 2017.

The study, now in its 17th year, measures satisfaction among vehicle owners who visit an authorized dealership service center for maintenance or repair work between the first 12-24 months of vehicle ownership. The study measures overall satisfaction in five factors (in order of importance): service quality (29 percent); service initiation (26 percent); vehicle pick-up (17 percent); service facility (14 percent); and service adviser (14 percent).

43 comments:

  1. The survey results seems credible enough...

    ReplyDelete
  2. Wow... lots of Toyotas on the road but they're only 5th on this survey. I wonder why.

    ReplyDelete
    Replies
    1. toyota offer lots of other services during scheduled pms, which if one checks are optional, but they wont tell. so one ends up paying for additional service which is really not required.

      Delete
    2. Its the same for most brands, isn't it? A lot of unnecessary services.

      Delete
  3. Subaru isn't there. Just to add, it's a mixed bag. Ang ganda ng service sa BGC, pero ang sagwa ng asa EDSA.

    ReplyDelete
    Replies
    1. I heard also that Motor Image EDSA has a so so after sales service. Any idea about the after sales service in Subaru Commonwealth?

      Delete
    2. Yeah Subaru greenhills sucks. Dont bring my Legacy to casa anymore. Just Fuzion.

      Delete
    3. Different experience from me, I've own WRX for more than a year now - very satisfied w/ Subaru Greenhills. While Subaru TheFort is too stupid to think a customer who wants a WRX does not know a thing about car. smh

      Delete
    4. Subaru BGC and Manila Bay are the ones recommended by owners.

      Others are meh, especially those franchised under White horn motors. Motor Image should have just setup shop in Alabang, Santa Rosa and Pampanga instead.

      Delete
    5. ^^ Actually, Subaru has a small dealership in Sta. Rosa already since way back 2014. It's situated beside the dealership of Kia.

      Delete
    6. Yes, but Motor Image does not have full control over the Sta Rosa branch, its a franchise. ( is this the correct term in the automotive industry?)

      Delete
  4. Any honda owner that can verify this?

    ReplyDelete
    Replies
    1. Depends on the dealership really. Here in Davao it's a bit average.

      Delete
  5. Who commissioned the survey? Honda?

    ReplyDelete
    Replies
    1. https://en.m.wikipedia.org/wiki/J.D._Power_and_Associates

      Delete
    2. good thing its neutral. car companies will get the real feel of their customer's impressions.

      Delete
  6. I guess it's true. The dealer I go to only has one service adviser.
    Routine maintenance took a whole day to complete - and to top it all off, I couldn't pay because the person who was supposed to sign off the papers was missing.

    ReplyDelete
  7. Not all Honda dealership..or Ford or Subaru.. etc
    A friend of mine had CEL after a month of change-oil service from Honda Rizal.
    so we returned the car Saturday and leave it there because everyone is on a company-outing.
    Come Sunday we went back there because THEY DON'T ANSWER CALLS.
    We were told that they have not checked it because it does not have a "Repair Order" yet - and that is past 3pm.
    So I asked the Service Advisor if there's a warranty on the change-oil service, and he said none.
    Repair Order is created, they will diagnose it for Php 1,250.
    We've been calling them since Tuesday and no one answered, come Wednesday afternoon and they said the car is okay now.
    So we took the car Thursday, there was no diagnosis report given to us, paid 1250 and after less than two kilometer of driving it - CEL came on again.

    We returned the car and asked for the SA-manager, the SA said "we tested it four times", so I did compute the mileage, they did test it for 4+ kilometers.
    Then the SA-manager said there's a part that needs to be replaced - Crankshaft Position Sensor.
    So why they didn't tell us about it before? Had that same question too.
    Here's their answer: "Hindi po kasi lumabas yung CEL nung nag test kami"
    Then they gave us the diagnosis report w/ P0339 code on it - something to do with Crankshaft Position Sensor.
    How much for the replacement? 1.8k labor + 3.9 parts + 290 parts cleaner + 290 shop supplies = Php6310
    So yes, we're pissed. We tried to contact other Honda services, tried Honda Makati (near Magallanes(?) and Honda Pasig along C5).
    They told us that they need to diagnose it first, how much? Php580 :) 670 pesos lower than we've paid.
    And how much for the total cost of replacement of Crankshaft Position Sensor? 4.7k :) you do the Math.
    So we wanted to get out there as soon as we can, not because of the pricing - but because we don't trust them anymore.
    But they hold us off to check if it is safe to drive the car, then they came back with a new price Php 4450.
    And we were told that the car won't start and it is very unsafe to drive it.
    So we just agreed with them and left the car, we are scheduled to get the car this Thursday because they have to order the parts.

    Will post an update once we get the car this Thursday.
    And by the way.. the SA (John Aubrey Ammen) is an a$$.

    ReplyDelete
    Replies
    1. Go to Honda Spa in Mindanao Ave., they have a good after sales service.

      Delete
    2. Not all Honda service center is good. A friend of mine got charged for tools the service people broke while repairing his car. But on average they are better than most. Surprise Hyundai is second on the list but they're really good

      Delete
  8. bakit pang apat lang mazda gayong libre na ang maintenance for three years?

    ReplyDelete
    Replies
    1. Cause the free maintenance is very strict on the mileage, and after the warranty...

      Delete
    2. I heard a lot of Mazda owners having problems with the costly deep cycle batteries which are not covered in the free maintenance

      Delete
    3. Maintenance Cost is not included in the category for judging, hence, no bearing kahit libre pa. As for the batteries, its standard, 1 year manufacturer warranty. But those with i-stop features on their mazdas, naririnig ko lang din na mas madali daw masira.

      Delete
    4. The batteries are quick to discharge if the owner is careless, but if you know how not to abuse the battery, it will last long. Mazda 3 2.0 owner here for 8 months and counting, no issues so far, just sharing. Overall, I'm very satisfied with the car and Mazda's service. Superb handling, comfort, looks that I'm still in love with even after 8 months, interior quality, etc. The negatives are the below avg interior space, the avg fuel consumption of 7km/L in heavy city traffic and the usual high cost of parts in the casa. Still, got a 5 years free Yojin and I don't pay a single peso every PMS. Staff in Mazda North Edsa, Quezon Ave and Otis are very friendly and accommodating. I never regretted choosing a Mazda 3 over the Civic. But, maybe I'll opt for a car with a smaller displacement or a diesel due to the worsening traffic conditions in Manila.

      Delete
    5. never have I had to care about the battery in my car. it's the least of my worries and one even lasted more than four years on my decade old civic.

      Delete
    6. I can relate to you, Sir. MAzda 2 owner here, after 7 inlove na inlove parin ako kahit mazda 2 lang sasakyan ko. Sobrang strict lang talaga sa PMS, hindi ako pinayagang malate kahit one day lang nung nasa province ako.

      Delete
  9. Replies
    1. Good to know you are satisfied on your honda, Sir. Mazda 2 owner here.

      Delete
    2. Thank you sir. Im also considering the Mazda 6 diesel.

      Delete
    3. I wish I also have the money, hehe. Consider also the Camry Sir if you're on the mid-size sedan segment.

      Delete
    4. I actually have a Camry 3.5 V6 right now running on 20 inch wheels. Im gonna sell it real soon. The horrendous traffic we have nowadays as compared to when i bought it makes me scratch my head.

      I get 3.5-4kms/L during heavy traffic while i get 5kms/L mixed driving, i drive a bit agressively though sir.

      Delete
    5. I see, so you're considering on changing your Camry for Mazda 6. I told myself if ever I have the money, I'll choose a Camry over the Mazda 6. But now hearing from an actual owner to consider the Mazda 6, I'm curious as to the reason besides the Mazda being a diesel and having smaller engine displacement.

      Delete
    6. Im deciding between the Mazda 6 diesel and Civic RS sir. Im thinking that the Civic RS is sufficient enough for me: Power + Space + Fuel Efficiency for the turbocharged engine set up. The 500k difference is what is bugging me since i can use it for my gas consumption for 5 years.

      The Mazda 6 though drop dead gorgeous and fuel efficient, it has its own negative points such as the: lack of luxury features, tightest interior space in its class, low roof liner that makes you hit your head in the roofliner upon ingress and egress, and most notably, the istop battery problems for the gasoline variants. It's a crucial decision that i really have to make.

      It's good that you're targeting the Camry sir. The variant that i have has the ff: luxury features that the Mazda 6 doesn't have:
      1. Electronic rear sunshade
      2. Manually operated rear passenger window sunshade
      3. Rear passenger electronic seats (reclinable) - it can lull you to sleep while being driven by your chauffer after a long day at work.
      4. Rear center controls ( for audio, aircon, rear sunshade & rear electronic seats)

      The problem with the current Camry is the fuel consumption and the exterior design, it doesn't look good as much as the Mazda 6. Hopefully the upcoming model (PH version) looks good and is well equipped.

      Delete
    7. 4-5km/L lol i swear thats the reason why someone is so desperate selling me a Hyundai 3.8L. The horrendous fuel economy xD

      Delete
    8. Is that the Hyundai Genesis 3.8 V6?

      Delete
    9. Thanks for the output, Sir. True, the Mazda 6 is gorgeous, but I think that won't persuade me to choose it over the Camry, IF EVER I can afford one. Plus, your noted features of the Camry that the Mazda 6 doesn't have is a point too.

      Delete
    10. If you ever sat as a driver or a passenger in a Camry and a Mazda 6, you'll clearly know what to choose. The interior and the exterior alone will make you choose the Mazda 6, not to mention the driving dynamics of the 6. The Camry while spacious, just doesn't cut it for me. It's too bland and boring and doesn't feel luxurious as a Mazda 6. Those "luxury features" in the Camry are minor compared to the overall ambiance, build quality and the design and layout of the Mazda 6 compared to the Camry. Plus, the significant difference in the feeling of owning and driving in a 6 compared to a bland Camry. I would choose the Civic RS over the Camry btw.

      Delete
    11. You buy a D segment sedan to be driven by your chauffer but there are times that you'll want to drive it. The Camry has a pretty good driving dynamics as well. It just so happened that the exterior design of the current Camry sucks and looks bland. Plus the not so good fuel economy. We'll see once the upcoming Camry arrives in our shores.

      The Mazda 6 diesel though good looking and very good fuel economy. It's a vehicle with a lot of compromises. Most especially istop equipped variants.

      P.S. We have the same choice, i'll choose the Civic RS over the Camry for my next car since im still a bachelor.

      Delete
    12. Well, most buyers would really buy a midsize sedan that they wouldn't drive most of the time, but if you would ask Mazda owners, you would be surprised to know that almost all of them drive the 6 by themselves and are people who really like cars and driving. If you would look at Camry owners, most are businessmen or executives who don't even bother to clean their own car. The new one looks daring though.

      If you are a bachelor, pick the Civic RS Turbo. But also look at other choices, the Volkswagen Golf Business Edition+ and the Mazda 3 Speed are its most worthy adversaries. The Elantra, Forte, Focus and Altis aren't even worth considering.

      Delete
    13. Im well aware of that, that's the reason why i included the Mazda 6 diesel amongst my choices even if it has several compromises.
      I do agree though that majority of Camry owners doesn't even have the time to wash/clean their car, that's my current situation.

      However, im almost sold to the Civic RS. The 500k difference is the decisive factor. In that way, i can grow the remaining funds to be able to purchase my weekend car.

      Delete
  10. i drive a honda and there after sales service is good. SAs explain to you in detail the needs for PMS and proper turn around time for the casa visit.

    ReplyDelete

Sponsored Content