Post by account_disabled on Jan 2, 2024 22:47:58 GMT -5
Vendors are not taking full advantage of the online experience. Research results from J.D. Power show Toyota holds the highest sales service satisfaction score in Thailand for the second year in a row. Results of the 2019 Thailand Sales Satisfaction Index (SSI) Study by J.D. Power (JD Power 2019 Thailand Sales Satisfaction Index (SSI) Study,SM) revealed today that Car dealers are not taking full advantage of their online service potential. To meet customer expectations This is because only a small percentage of buyers say they have used digital channels during the sales process. The study found that only 22% of buyers research a vendor's website. And from users of the said website, satisfaction with using the website was 824 points (out of a full score of 1,000 points), an increase of 5 points from 2018. 26% of buyers contacted sellers through online channels such as websites, Social media and email for these customers had an overall satisfaction score of 845, up 13 points from 2018.
However, this online service score was still lower than the overall satisfaction score. at 848 points, demonstrating the gap in experience for digitally focused customers. "Whether it's online or offline, The sales experience should be consistent and seamless Email Data across all channels,” said Siros Satrabhaya, Regional Director, J.D. Power, Thailand and Vietnam. “As internet usage increases, Car brands and dealer networks must continue to invest and improve the online customer experience. and to get the most out of that online experience Brands and distributors should provide comprehensive content. It focuses on responding to customer needs such as booking a test drive, chatting with a sales consultant right away. and keeping up-to-date inventory of available models.” Overall, 84% of buyers visit a car showroom during the initial stages of the purchase process. That number drops to 76% among buyers aged 34 and younger. However, satisfaction with dealers dropped to 847 points in 2019 from 856 points in 2018, mainly because the facilities and certifications that dealers provide to customers failed to live up to expectations.
The customer's hopes are as good as they should be. Additional key findings from the 2019 survey: - Satisfaction with vehicle delivery decreased: Satisfaction with the vehicle delivery process decreased 9 points to 854 from 863 in 2018, making the score Overall sales service satisfaction decreased (848 points in 2019 vs. 853 points in 2018) - Quality time spent on delivery day increases satisfaction: Customers who spend time in the process Car deliveries longer than 60 minutes are the most satisfying. compared to those who took less time (858 vs. 842, respectively). More than three-quarters (78%) of customers want to take the time to learn about all the features of their new car in one day. Delivery - Delivery or product experts add value: Customers who received delivery from a delivery or product expert were more satisfied than those who received delivery from a sales consultant ( 862 vs. 847 points, respectively) Ranking results from research studies Toyota came out on top in overall satisfaction with a score of 854, and scored well in four of the six factors: dealer amenities; Sales consultant for distributors; negotiation; and steps in delivering the vehicle Isuzu and Mazda Tied for second place with a score of 853 points. The 2019 Thailand Sales Service Index study assessed overall customer satisfaction from the new car purchase experience in 6 main factors (in order of importance): Consulting with distributors' sales (25%); Procedures for delivering the vehicle (23%); Dealer facilities (18%); Document preparation (16%); negotiating deals (16%); and vendor websites (2%). This year marks the 20th year of the study.
However, this online service score was still lower than the overall satisfaction score. at 848 points, demonstrating the gap in experience for digitally focused customers. "Whether it's online or offline, The sales experience should be consistent and seamless Email Data across all channels,” said Siros Satrabhaya, Regional Director, J.D. Power, Thailand and Vietnam. “As internet usage increases, Car brands and dealer networks must continue to invest and improve the online customer experience. and to get the most out of that online experience Brands and distributors should provide comprehensive content. It focuses on responding to customer needs such as booking a test drive, chatting with a sales consultant right away. and keeping up-to-date inventory of available models.” Overall, 84% of buyers visit a car showroom during the initial stages of the purchase process. That number drops to 76% among buyers aged 34 and younger. However, satisfaction with dealers dropped to 847 points in 2019 from 856 points in 2018, mainly because the facilities and certifications that dealers provide to customers failed to live up to expectations.
The customer's hopes are as good as they should be. Additional key findings from the 2019 survey: - Satisfaction with vehicle delivery decreased: Satisfaction with the vehicle delivery process decreased 9 points to 854 from 863 in 2018, making the score Overall sales service satisfaction decreased (848 points in 2019 vs. 853 points in 2018) - Quality time spent on delivery day increases satisfaction: Customers who spend time in the process Car deliveries longer than 60 minutes are the most satisfying. compared to those who took less time (858 vs. 842, respectively). More than three-quarters (78%) of customers want to take the time to learn about all the features of their new car in one day. Delivery - Delivery or product experts add value: Customers who received delivery from a delivery or product expert were more satisfied than those who received delivery from a sales consultant ( 862 vs. 847 points, respectively) Ranking results from research studies Toyota came out on top in overall satisfaction with a score of 854, and scored well in four of the six factors: dealer amenities; Sales consultant for distributors; negotiation; and steps in delivering the vehicle Isuzu and Mazda Tied for second place with a score of 853 points. The 2019 Thailand Sales Service Index study assessed overall customer satisfaction from the new car purchase experience in 6 main factors (in order of importance): Consulting with distributors' sales (25%); Procedures for delivering the vehicle (23%); Dealer facilities (18%); Document preparation (16%); negotiating deals (16%); and vendor websites (2%). This year marks the 20th year of the study.