Bangkok--1 Aug--Jigsaw Communications J.D. Power Asia Pacific Reports: Ford Ranks Highest in Thailand Automotive Sales Satisfaction for a Second Consecutive Year Ford ranks highest in overall new-vehicle sales satisfaction in Thailand for a second consecutive year, according to the J.D. Power Asia Pacific 2008 Thailand Sales Satisfaction Index (SSI) StudySM released today. Now in its ninth year and redesigned for 2008, the study examines seven factors that contribute to overall customer satisfaction with the sales experience. In order of importance, they are: delivery process; salesperson; dealer facility; sales initiation; paperwork; delivery timing; and deal. SSI performance is reported as an index score based on a 1,000-point scale, where a higher overall SSI score indicates greater satisfaction with the newvehicle sales and delivery process. Overall satisfaction across the industry in 2008 averages 879 points. Among the eight brands examined in the study, Ford ranks highest and sets a new benchmark with an overall SSI score of 901 points. Ford also performs particularly well in all seven factors comprising the SSI. Mazda follows Ford with an SSI score of 885, while Toyota ranks third with 882. The study finds that customer intention to recommend their vehicle brand is strongly impacted by overall satisfaction with the sales and delivery process. Customers with satisfaction ratings equal to or above the industry average are more than 50 percent more likely to recommend their vehicle brand, compared with customers whose overall satisfaction is below the industry average. “High customer satisfaction levels with the sales and delivery process can lead to more positive word of mouth recommendations, and also new customer acquisitions—both of which positively impact the bottom line for auto dealers,” said Loc Pean, country manager at J.D. Power Asia Pacific, Singapore. The study finds that recommendations from the dealer or salesperson, or from friends and relatives, are used by the majority of prospective customers (54% and 52%, respectively) when they compare makes and models prior to purchasing a vehicle. Additionally, more than one of two customers report that recommendations from friends or relatives are a primary reason for purchasing their new vehicle. The study also finds that 40 percent of customers report experiencing problems during the sales process, such as insufficient staffing or difficulty in getting a salesperson to answer questions. Experiencing problems in the sales and delivery service process can have a considerable impact on overall satisfaction, as customers who report having difficulty in receiving answers to their questions report an overall SSI score 141 points lower than customers who did receive answers efficiently. Thirteen percent of customers also state that the salesperson did not ask about their specific vehicle usage patterns and needs during the sales process. “With the automotive market deeply impacted by high fuel prices and customers becoming increasingly costconscious, manufacturers and dealers must be prepared to face increasing pressure on their sales force,” said Pean. “Those who offer clear guidance and efficient answers to customer questions and needs can potentially receive high returns in terms of brand loyalty and advocacy, as well as new customer acquisitions as they convert more prospective customers into actual buyers.” The 2008 Thailand Sales Satisfaction Index Study is based on evaluations from 3,076 new-vehicle owners who purchased their vehicles between August 2007 and March 2008. The study was fielded between February and May 2008. The SSI Study is one of four consumer-based studies J.D. Power Asia Pacific conducts in Thailand. The 2008 Customer Satisfaction Index (CSI) Study, which measures customer satisfaction with authorized dealer after-sales service in Thailand, was released in June. The 2008 Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners, will be released in October. The 2008 Automotive Performance, Execution and Layout (APEAL) Study, measuring what excites and delights owners about their new-vehicle’s performance and design, will be released in November. About J.D. Power Asia Pacific J.D. Power in the Asia Pacific region has offices in Tokyo, Singapore and China conducting customer satisfaction research and providing consulting services in the automotive, information technology and finance industries. Together, the three offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. About J.D. Power and Associates Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies. About The McGraw-Hill Companies Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com. Media Relations Contacts: David Toogood Lo?c Pean John Tews Managing Director Country Manager, Thailand Director, Media Relations Jigsaw Communications J.D. Power Asia Pacific J.D. Power and Associates Bangkok, Thailand Singapore Troy, Michigan USA Tel: +66-02-253-2793 Tel: +65-6733-8980 Tel: +1 248 312-4119 [email protected] [email protected] [email protected] No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com