Mitsubishi Motors Thailand Ranks Second in J.D. Power Customer Service Index 2018

Automotive Press Releases Thursday October 11, 2018 10:36
Bangkok--11 Oct--Mitsubishi Motors

Comprehensive customer service improvement initiatives have earned Mitsubishi Motors Thailand the second place in the prestigious 2018 Thailand Customer Service Index (CSI) StudySM by J.D. Power. The brand's service satisfaction ranking has continued to improve for the past four years. The score soaring above the industry average this year is another success in the strong collaboration with its dealer network.

"The 2018 CSI impressive ranking demonstrates our strong and long-term commitment to continuously improve our customer services. We would like to express our sincere gratitude to customers for putting their trust in our Mitsubishi vehicles and service. Customer feedback has also become increasingly more positive. We will keep developing our solutions that will provide the best ownership experiences," said Mr. Morikazu Chokki, President and CEO, Mitsubishi Motors (Thailand) Co., Ltd.

Now in its 19th year, the 2018 CSI Study measures overall satisfaction among vehicle owners who visited an authorized service center for maintenance or repair work during the first 12 to 36 months of ownership based on five factors (in order of importance): service quality, vehicle pick-up, service facility, service initiation, and service advisor. The study was based on responses from 2,658 new-vehicle owners who purchased their vehicle between February 2015 and July 2017.

Mitsubishi Motors Thailand scored 840 points in the 2018 CSI Study which is above the industry average of 826 points.

The key enablers in driving customer satisfaction are Mitsubishi Motors Thailand's comprehensive customer service improvement initiatives from dealer network enhancement to people development. Since 2015, Mitsubishi has implemented 'Dealer Operation Standard' (DOS) to improve dealer network operations across the country. The DOS project, which completed its first phase in early 2018, has focused on building all-round strengths for dealerships. The second stage, or advanced DOS, had been rolled out and 50 percent of target dealerships have already successfully implemented advanced DOS.

Education Academy is also dedicated to foster employee knowledge and skills as Mitsubishi Motors Thailand sees human resource as the key for the company's success and long-term sustainability. Mitsubishi Motors Thailand's dealer network are therefore staffed by trained personnel from sales consultants to technicians to ensure a superior sales and aftersales service.

Digitization of its services has also brought about positive response, feedback and adoption rates. Mitsubishi Motors Thailand has introduced 'M-Drive' mobile application running on both Android and iOS operating systems that help customers take care of their vehicles via a fast, accurate and connected platform. And it will advance more of the service operations. The highly-skilled staff are now supported by digital devices such as tablets to facilitate customers and enhance efficiency in vehicle reception time.

Attention to every detail of customers' satisfaction has also been prioritized. These include hospitality and customer reception facility enhancement including the implementation of a new dealer design. Currently, Mitsubishi Motors Thailand has 220 dealer network outlets. For even better customer satisfaction, it plans to expand dealership outlets to 230 locations by 2018. In the midterm the brand plans to have 250 outlets to serve its growing number of customers.

The commitment to continuously improve services for customers is aligned with Mitsubishi Motors' global tagline 'Drive Your Ambition', a commitment that reflects an adventurous and progressive mindset to inspire its customers towards every success in life.

About Mitsubishi Motors Thailand (MMTh)

Mitsubishi Motors (Thailand) Co., Ltd., the largest plant in the MMC group and an export hub to more than 120 countries, is one of Thailand's leading automotive manufacturers committed to produce and sell a range of vehicles that are eco-friendly, high in quality, performance, safety, comfort, technology and customer satisfaction. In 2018 MMTh celebrated a total production of five million units. It also introduced the Education Academy in the same year. MMTh's current range of vehicles includes the Mitsubishi Triton pickup truck, Mitsubishi Pajero Sport PPV, Mitsubishi Attrage and Mitsubishi Mirage city cars and the Mitsubishi Xpander crossover. To ensure the highest quality, MMTh uses its proving ground in Sriracha, Chonburi to assess products from design and prototype stages to pre-production and commercialization. This ensures customers take delivery of vehicles that are second-to-none in all aspects of quality.

Please contact Mitsubishi dealers nationwide for more information and test driving, or contact Mitsubishi Call Center Tel. 02-079-9500 every day at 8:30 – 17:00 hrs.
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