In a recent customer satisfaction study conducted by J.D. Power Asia Pacific, it was revealed that ‘After sales service‘ is the most important factor in satisfying heavy-duty truck owners in Japan.
This study was conducted to measue the customer satisfaction with Japanese heavy-duty truck manufacturers and their local authorized truck dealers in Japan. Four factors were examined to quantify customer satisfaction. These factors were:
1. After Sales service experience provided by the authorized dealers
2. Products
3. Total cost of ownership
4. Sales experience
More than 35 percent of customers expressed that after-sales service as the most important factor in achieving overall satisfaction.
Four truck manufacturers - Hino, Nissan Diesel, Isuzu, Mitsubishi Fuso- were considered for the study. Hino ranked the highest in overall customer satisfaction with a score of 637. Hino received particularly high ratings from owners for the total cost of ownership too. Isuzu followed Hino in the rankings with a score of 615, while Nissan Diesel and Mitsubishi Fuso were tied to third rank with a score of 608.
“By providing their customers with high quality products, Hino excels in the industry rankings. Hino’s strong ratings from customers for fuel economy, reliability, and durability contribute to its benchmark-setting score for the total cost of ownership factor,” said Kan Kawai, manager at J.D. Power Asia Pacific.
This study also revealed that customer satisfaction goes with customer retention rates in the Japanese heavy truck market. This Japan Heavy-Duty Truck Ownership Satisfaction Study was based on responses from 2,904 maintenance managers and/or fleet managers of over-the-road commercial fleets nationwide.
Technorati Tags: After sales service, Japan, Japanese heavy-duty truck, Hino, Nissan Diesel, Isuzu, Mitsubishi Fuso, Japanese heavy truck, Heavy-Duty Truck
