Toyota has topped the JD Power Asia-Pacific “2017 Thailand Customer Service Index (CSI) Study” for after-sales service, the ninth time it has led the rankings in the past 10 years.
This is also the fourth straight year that Toyota has come out on top in the annual study.
The latest survey was conducted from July 2016 to May 2017 among 2,770 new-car users who took their vehicles in for servicing at authorised service centres in Thailand.
Toyota scored 879 points, outperforming competitor brands across all five CSI factors, with Honda ranked second with a score of 864 – and Mitsubishi third with 863.
All brands except Suzuki and Chevrolet have lower satisfaction levels in 2017 compared with last year.
The study, now in its 18th year, measures new-vehicle owner satisfaction with the after-sales service process at an authorised service centre by examining dealership performance in the following five factors, in order of importance: service quality (29%); service initiation (26%); vehicle pick-up (18%); service adviser (15%); and service facility (12%).