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Kenapa Mitsubishi Kalahkan Toyota Soal Memuaskan Pelanggan?
Uzone.id - Mitsubishiberada di peringkat tertinggi dalam kepuasan penjualan secara keseluruhan dengan skor 835.
Toyota (834) berada di peringkat kedua. Sementara Honda (828) dan Suzuki (828) berada di peringkat ketiga dengan skor sama.
Itu merupakan hasil survei dari J.D. Power 2019 Indonesia Sales Satisfaction Index (SSI) StudySM.
VIDEO Test Drive Wuling E100, Mobil LIstrik Imut buat Milenial:
Itu merupakan analisis komprehensif mengenai pengalaman dalam pembelian dan pengiriman kendaraan baru.
Studi ini didasarkan pada respon dari 2.304 pemilik kendaraan baru yang membeli kendaraan mereka antara Juli 2018 dan Juni 2019 dan dilaksanakan dari Januari hingga Agustus 2019.
Di tahun ke-19, penelitian berfokus pada lima faktor yang berkontribusi secara keseluruhan terhadap kepuasan pelanggan dengan pengalaman pembelian kendaraan baru.
Sesuai urutannya, yakni: konsultan sales (23%), fasilitas diler (23%), proses pengiriman (19%), penyelesaian kesepakatan (19%) dan penyelesaian dokumen (16%).
PT Mitsubishi Motors Krama Yudha Sales Indonesia (MMKSI), selama dua tahun berturut-turut meraih peringkat tertinggi dalam kepuasan pelanggan untuk layanan after sales.
“Kepuasan pelanggan merupakan hal terpenting bagi kami. Sedangkan bagi konsumen, produk dan kualitas servis merupakan yang utama,” papar Naoya Nakamura, Presiden Direktur PT MMKSI.
Mitsubishi Motors meraih peringkat tertinggi di antara brand otomotif lainnya, dengan capaian skor sebesar 819 poin, skor ini tidak hanya merupakan skor tertinggi yang pernah diraih oleh Mitsubishi tetapi juga secara mass market. Terdapat lima faktor yang mempengaruhi kepuasan pelanggan ketika melakukan perbaikan kendaraan di dealer.
Kualitas service (24%), inisiasi service (20%), pengambilan kendaraan yang telah di-service (19%), service advisor (19%) dan fasilitas service (18%).
Kepuasan pelanggan diukur pada skala 1.000 poin, dengan skor yang lebih tinggi menunjukkan kepuasan yang lebih tinggi.