UMW Toyota Motor Sdn Bhd achieved the number one position in the Sales Satisfaction Index (SSI) category according to the J.D. Power Asia Pacific 2013 Malaysia Sales Satisfaction Index (SSI) StudySM. The 2013 Malaysia SSI Study is based on response from 2,622 new-vehicle owners who purchased their vehicles between August 2012 and April 2013. The study, which measures new-vehicle owner satisfaction with the sales and delivery experience at authorized dealers in Malaysia, was fielded between February and June 2013.
Commenting on the achievement Datuk Ismet Suki, President of UMW Toyota Motor, “This is definitely an important milestone for UMW Toyota Motor and absolutely an achievement for us this year. Congratulations to all UMW Toyota Motor’s team members especially to the front-liners out there who had been working diligently in exceeding our customers’ expectations”.
Now in its 11th year, the study examines seven factors that contribute to overall customer satisfaction with the new-vehicle purchase experience (in order of importance): delivery process; sales initiation; salesperson; paperwork; delivery timing; dealer facility; and deal. Performance is reported as an index score based on a 1,000-point scale, in which a higher overall score indicates greater satisfaction with the new-vehicle sales and delivery process.
The spirit of Kaizen or continuous improvement which is part and parcel of the lives in UMW Toyota Motor has certainly helped to create more value in the business while facing the increasing competition in the automotive industry. “We are constantly listening and responding to our customers’ wants and need. UMW Toyota Motor is committed towards our company’s theme of “One Team, Customer First” to deliver an enjoyable buying experience with Toyota, said Datuk Ismet Suki, President of UMW Toyota Motor.
