J.D. Power Asia Pacific Reports:
After-Sales Service Standards Improve Notably at Authorized Service Centres of National Makes 
BMW Ranks Highest in Customer Service Satisfaction in Malaysia for a Second Consecutive Year

SINGAPORE: 17 August 2012 —

Satisfaction with authorized service centres among new-vehicle owners of national makes has increased from 2011 due to the implementation of higher service standards at dealerships, according to the J.D. Power Asia Pacific 2012 Malaysia Customer Service Index (CSI) Study.

The study, now in its 10th year, measures overall customer satisfaction among vehicle owners who took their vehicle to their authorized service centre for maintenance or repair work during the first 12 to 24 months of ownership. The study evaluates new-vehicle owner satisfaction with the after-sales service experience by examining dealership performance in five factors (in order of importance): service quality; vehicle pickup; service initiation; service advisor; and service facility. Overall customer satisfaction averages 740 index points on a 1,000-point scale in 2012, an improvement of 22 points from 2011.

Of the 22 service standards examined in the study, authorized service centres of national makes implement 17.7 per visit, on average, an increase from 17.1 in 2011. Service standard implementation among non-national makes remains higher, with an average of 18.4, which is unchanged from 2011. Improvements cited by owners of national makes—Malaysia-branded vehicles—include essential customer-centric activities, such as explanations of work and physical inspection of vehicle both before and after service.

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Devindran draws upon his vast 24 years Motor industry experience and exposure to different brands. As Managing Director and Principal Consultant of his company, Devindran has the passion and knack for turning Dealerships fixed operations into profitable, performance oriented and a sustainable business pillar through his own style and approach to life.


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