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Vietnamese car buyers most satisfactory with Honda
Singaporean J.D. Power Asia Pacific has released the report on Vietnamese customer satisfaction in 2010, showing that car buyers have been most satisfactory with Honda.
Among the six car manufacturers in J.D. Power Asia Pacific’s ranking, Honda takes the lead with 871 points, followed by Toyota with 858 points and Hyundai 647 points. The three car manufacturers have the points higher than the average point.
Meanwhile, Ford, which got 832 points, Kia 827 points and GM Daewoo which got 800 points, gained lower customer satisfaction levels.
The ranking does not include Mercedes-Benz, Mitsubishi and Nissan, because there were not enough research samples.
The average point of customer satisfaction level for automobile manufacturers is 841 points.
The noteworthy thing in this year’s report is the appearance of Hyundai, especially Hyundai Thanh Cong. The third position should be seen as a great success for Hyundai Thanh Cong which has just taken the task of manufacturing and distributing of Hyundai brand vehicles in Vietnam.
According to J.D. Power Asia Pacific, the survey was conducted on the customers who were buying news cars and waiting for deliveries. The surveyor believes that it was the most reasonable time to conduct survey, because the process has significant influences customer satisfaction in the entire sale process.
This is for the second time J.D. Power Asia Pacific conducts the survey on Vietnamese customer satisfaction. The report focuses on seven main factors that the surveyor believes have the biggest influences on customer satisfaction, including the delivery process, delivery time, the sale process at sales agents, formalities, sales officers, material facilities of sales agents and agreement.
Rajeev Nair, Senior Manager of J.D.Power Asia Pacific, stressed that the ability of sales officers to answer inquiries raised by customers always has big impacts on customer satisfaction. Especially, this is especially important for the customers who buy cars for the first time and account for up to 65 percent of total customers.
The report has pointed out that the difficulty level customers meet when buying cars has increased since 2009. For example, sales agents have few cars in stock for customers to select (27 percent), or sales agents do not have enough officers to serve customers (10 percent), and sales officers sometimes get confused to answer customers’ queries.
The survey on customer satisfaction level was conducted on 793 customers who bought cars in the period from October 2009 and June 2010. The survey was carried out from May to July 2010.
vietnamnet, vneconomy
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