Ford Philippines has topped J.D. Power Asia-Pacific's 2013 Philippine Sales Satisfaction Index, receiving the highest overall score of 855 against the nine other brands ranked in the study.
According to J.D. Power Asia-Pacific, Ford performed particularly well in five decisive factors: delivery process; delivery timing; paperwork; deal; and dealer facility. Tied for second place are Nissan and Toyota with the same score of 849, while Hyundai ranked fourth at 847.
"We are very pleased with the results, knowing all our efforts toward ensuring excellent sales experience for our customers have been recognized," said Ford Philippines sales and marketing vice president Minnie Valencia. "This will drive us to work even harder moving forward."
However, as Ford Philippines basks in its well-deserved victory, J.D. Power Asia-Pacific noted that the overall satisfaction associated with the purchase of a new vehicle has declined in 2013. Based on the results of the study, the organization claims that overall sales satisfaction averages at 846 in 2013, down nine points from 2012's study. The decline in satisfaction is supposedly driven by lower scores across all factors, most notably with regard to a new-vehicle owner's experience with a salesperson.
"Managing the expectations of new-vehicle buyers is a crucial aspect of the salesperson's responsibility at dealerships, and this is where the communication and following through on commitments hold the greatest value in sales satisfaction," said J.D. Power Asia-Pacific executive director Mohit Arora. "Fewer customers in 2013 have been informed about the delivery timing of their vehicle, which impacts the proportion of customers who are delighted with their salesperson's level of commitment."
According to J.D. Power Asia-Pacific, the 2013 Philippine Sales Satisfaction Index is based on responses from 1,573 new-vehicle owners who purchased their vehicles between August 2012 and April 2013.