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Subaru Ranks High in Customer
Satisfaction in Japan |
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This study, now in its fourth year, identifies four factors
that contribute to mini-car owner satisfaction with the
dealership service department. Listed in order of importance,
they are: service representative; service facility; service
costs and timing; and service quality.
Spurred by improvements in the service facility factor,
Subaru advances 8 points from 2005, marking the largest
increase among the seven makes included in the study.
The study finds customer satisfaction among mini-car owners
has steadily improved since its inception in 2003. Additionally,
the lowest-ranking make in 2006 scores higher than the
industry average in 2003, further highlighting the improvement
in customer satisfaction with dealer service.
For the first time, satisfaction among female mini-car
owners is higher than male owners. Among female customers
who have their vehicles serviced at make-approved dealerships,
satisfaction with service representatives has improved
from 2005. Improvement within the customer service processes
at dealerships—from service initiation to vehicle delivery—contributes
to the high evaluations given by female customers. Among
females who had their vehicles repaired, notable improvements
occurred in satisfaction with the service representatives
with an increased percentage of female customers indicating
they are “completely satisfied” with the attitude and interaction
skills of service representatives.
“The percentage of female customers is larger in the mini-car
market than in the passenger vehicle market in Japan,”
said Hiroaki Endo, manager at J.D. Power Asia Pacific.
“Accordingly, each make has made stronger efforts in providing
services that would satisfy female customers.”
The 2006 Japan Mini-Car Customer Service Index Study is
a consumer-driven measure of service satisfaction based
on evaluations by customers 13 to 18 months into the ownership
period. The study is based on responses from 2,402 mini-car
owners covering seven makes. The fieldwork for the study
was conducted in July and August 2006.
In Oman Subaru Legacy, Impreza, Forrester & Outback
are definitely the most desired brands in the respective
product categories. All Subaru cars come with the legendary
Boxer Engine and All Wheel Drive which provides the
customer with – Control Anytime, all the Time.
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