Press Releases

Read relevant and trending J.D. Power industry press releases.

2012 Japan Investor Satisfaction Study

TOKYO: 3 August 2012 — Although overall customer satisfaction with the investment services of banks and securities companies is low, financial institutions have the opportunity to increase investments of individual investors by focusing on satisfaction improvements, according to the J.D. Power Asia Pacific 2012 Japan Investor Satisfaction StudySM released today.

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2012 Manufacturer Website Evaluation Study (MWES)--Wave 2

WESTLAKE VILLAGE, Calif.: 1 August 2012 — Tablet proliferation requires that automotive manufacturers consider how they will meet the needs of both desktop and tablet users. Many manufacturers integrate tablet-friendly layouts on their desktop sites to meet the needs of both groups of new-vehicle shoppers, contributing to the increase in overall satisfaction with manufacturer websites, according to the J.D. Power and Associates 2012 Manufacturer Website Evaluation StudySM (MWES)--Wave 2 released today.

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2012 Taiwan Sales Satisfaction Index (SSI) Study

SINGAPORE: 1 August 2012 — Satisfaction is notably higher when salespeople do not pressure new-vehicle buyers into making a purchase on the same day they visit a dealership, according to the J.D. Power Asia Pacific 2012 Taiwan Sales Satisfaction Index (SSI) StudySM released today.

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2012 U.S. Dealer Financing Satisfaction Study

WESTLAKE VILLAGE, Calif.: 31 July 2012 — Satisfaction with automotive finance providers is significantly higher among dealers who have a preferred relationship with their lender, which is driven by a higher number of automated approvals, faster funding, more interactions with their sales representative and a perceived increase in the flexibility of the lender's buying policy, according to the J.D. Power and Associates 2012 U.S. Dealer Financing Satisfaction StudySM released today.
 

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2012 Thailand Customer Service Index (CSI) Study

BANGKOK: 31 July 2012 — Satisfaction with after-sales service at authorized service centers is  particularly higher among customers who have an appointment than among those who drop by a service center at their own convenience, according to the J.D. Power Asia Pacific 2012 Thailand Customer Service Index (CSI) StudySM released today.

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2012年中国自動車サービス満足度(CSI)調査

上海:2012年7月30日-6年間、堅調に向上していた中国の正規販売店のアフターサービス顧客満足度が今年は停滞していることが、 J.D. パワー アジア・パシフィック2012年中国自動車サービス満足度(Customer Service Index、略称CSI)調査によって明らかになった。

今年で12回目となる当調査は、車両の保証期間の大部分を占める、新車購入時から12~24ヶ月が経過した車の個人ユーザーを対象に、正規販売店のアフターサービス(整備・修理等)に関する顧客満足度を調べるものである。中国のアフターサービスの総合的な満足度は5つのファクターで構成されている。それらのファクターは「サービスの質」、「車両の引き取り」、「入庫時対応」、「サービス・アドバイザー」、「店舗施設」となっている。

アフターサービスの総合満足度スコアは、昨年の833ポイントから今年は832ポイントに低下した(1,000ポイント満点)。ここ数年間、大幅な上昇を見せていた中国のアフターサービス満足度が、2006年以来今年初めて減少した。

Japanese

2012 China Customer Service Index (CSI) Study

SHANGHAI: 30 July 2012 — After six consecutive years of steady increases, overall customer satisfaction with after-sales service with authorized dealers in China has plateaued in 2012, according to the J.D. Power Asia Pacific 2012 China Customer Service Index (CSI) StudySM.

Undefined

J.D. Power亚太公司2012年中国售后服务满意度指数研究(CSI)

2012年7月30日,上海 – J.D. Power亚太公司2012年中国售后服务满意度指数研究(CSI)SM显示,在连续六年保持稳定上升之后,客户对于中国授权经销商的售后服务满意度在2012年趋于稳定。


中国售后服务满意度指数研究已经进入第12个年头。这项研究是评测车主在购车之后12-24个月期间对授权经销商服务部门所提供保养和维修服务的满意度。这个拥车时间段通常是车辆保修期的重要部分。这项研究通过五项衡量因子,即“服务质量”、“服务后交车”、“服务启动”、“服务顾问”和“经销商设施”,确定总体售后服务满意度。


2012年总体售后服务满意度指数得分为832分(1,000分制),与2011年的833分相比略有下降。2006年以来售后服务满意度逐年显著上升,而2012年行业总体满意度是数年来首次出现下降。


据J.D. Power分析,满意度得分下降可能是因为汽车行业无法跟上近年来中国汽车销量的爆炸性增长。在过去四年里,中国市场就新增了将近4000万辆乘用车。

Chinese, Simplified

2012 China Customer Service Index (CSI) Study

SHANGHAI: 30 July 2012 — After six consecutive years of steady increases, overall customer satisfaction with after-sales service with authorized dealers in China has plateaued in 2012, according to the J.D. Power Asia Pacific 2012 China Customer Service Index (CSI) StudySM.

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2012 Philippines Customer Service Index (CSI)

SINGAPORE: 27 July 2012 — Overall satisfaction with authorized dealer customer service in the Philippines has increased by 25 points, compared with 2011, to 821 on a 1,000-point scale, according to the J.D. Power Asia Pacific 2012 Philippines Customer Service Index (CSI) StudySM released today.

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