Ford tops customer satisfaction survey

Ford ranked the highest in customer satisfaction with automotive dealer service for the second consecutive year, according to the J.D. Power Asia Pacific 2002 Philippines Customer Satisfaction Index (CSI) Study released recently.

The annual study, now in its second year, profiles seven makes – Ford, Honda, Mitsubishi, Nissan, Toyota, Isuzu and Kia. Ford has remained the top-ranked overall make with a CSI score of 857, 36 points above the industry average. Honda and Mitsubishi were tied in second place.

Ford was the only make to record above-average scores across all seven factors that measure satisfaction in the Philippine automotive market. In order of importance, these were problems experienced, service quality, user-friendly service, service delivery, service advisor, service initiation and in-service experience.

The industry average score falls six points over 2001 from 827 to 821. Of the six makes profiled in both 2001 and 2002, only Ford and Nissan improved their year-over-year performance, with Ford posting an overall CSI improvement of 14 points and Nissan gaining 11 points.

The 2002 Philippines CSI Study was based on evaluations from 1,665 new-vehicle owners surveyed at 12 to 18 months of ownership and included customers who purchased their personal-use passenger cars and light trucks between September 2000 and May 2001. The index was calculated using seven measures that are determined through factor analysis and multiple regression and is based on customer responses to a comprehensive survey.