Overall satisfaction with the new-car purchase experience in the Philippines has declined and J. D. Power Asia Pacific has spotted the reasons. Here are the key points in the research firm’s latest Philippines Sales Satisfaction Index Study based on the following key factors: delivery process, delivery timing, salesperson, paperwork, deal, sales initiation and dealer facility.
At the dealership
• Five percent of customers waited before being greeted upon entering a dealership
• Among those who had to wait, customers said the waiting time averaged 9.5 minutes before receiving a greeting from the sales staff versus only 7.7 minutes in 2009
• Only 76 percent of customers were offered test drives this year versus 84 percent offered in 2009
• The sales satisfaction index among customers who conducted a test drive during the sales process is higher at 826 points (out of 1,000 points) compared to those who were not able to take a vehicle out on a test drive (797 points)
• Nine percent of customers were not able to take a vehicle for a spin due to a lack of test units. This number is higher than the six percent posted in 2009
• New-car owners who said they received their new vehicle within one day increased to 39 percent, up four percentage points from last year
• The percentage of new-car owners who had to wait more than one week rose to 13 percent this year from only eight percent in 2009
J. D. Power Asia Pacific’s Philippines Sales Satisfaction Index Study involved 1,400 respondents who purchased a brand-new vehicle between August 2009 and February 2010.
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