J.D. Power Asia Pacific Reports:
Increased Service Volume Creates Longer Wait Times,
Driving Down Customer Satisfaction with the Service Experience in Indonesia
Mazda Ranks Highest in After-Sales Service Satisfaction among Mass Market Brands in Indonesia
Singapore: 31 August 2015 — An increase in service volume in Indonesia is challenging the dealerships’
ability to appropriately manage their service load creating longer wait times and driving customer
satisfaction down, according to the J.D. Power Asia Pacific 2015 Indonesia Customer Service Index (CSI)
StudySM released today.
The study, now in its 15th year, measures new-vehicle owner satisfaction with the after-sales service
process by examining dealership performance in five factors (in order of importance): service quality
(30%); service initiation (27%); service facility (15%); vehicle pick-up (15%); and service advisor (12%).
Dealership service performance is calculated on a 1,000-point scale. The 2015 study examines service
satisfaction exclusively in the mass market segment.
Overall satisfaction for mass market brands averages 761 in 2015, a 6-point decline from 2014. Satisfaction
declines across all five factors, with the largest year-over-year decrease in service advisor (-11 points).
The study finds that the proportion of customers who wait to speak to a service advisor before service has
increased to 43 percent from 35 percent in 2014. As a result, satisfaction has declined by 14 points among
customers who do wait vs. those who do not (754 vs. 768, respectively). Additionally, the overall wait time
to hand over a vehicle for service has increased by an average of 6 minutes to 22 minutes in 2015.
“An increase in service volume at authorized service centers and a low proportion of customers scheduling
appointments present dealers with the challenge of adequately planning for ever-changing service volume,”
said Kaustav Roy, director at J.D. Power Asia Pacific. “OEMs are finding it difficult to rigorously adhere
to the customer interfacing processes; therefore, they need to develop more adaptable scheduling
procedures to improve workflow and improve customer satisfaction.”
KEY FINDINGS




The proportion of customers who schedule a service appointment has not changed significantly during
the past five years (29% in 2015 vs. 27% in 2011).
The proportion of customers who wait for more than 30 minutes to hand over their vehicle for service
has increased by 23 percent from 2014 (32% vs. 9%, respectively). Further, satisfaction among those
customers has dropped to 752, which is 9 points below the mass market average of 761.
The proportion of customers who visit a dealer service center for general repairs has increased to 21
percent from 13 percent in 2014. Satisfaction among customers who visit a dealership for general
repairs averages 755 vs. 763 among those who visit for non-repair work.
The proportion of customers who receive a thorough explanation of work prior to and post-service has
dropped to 82 percent in 2015 from 93 percent in 2014. Among customers who receive a partial or no
(Page 1 of 2)

explanation of the work performed on their vehicle, satisfaction declines to 759 from the mass market
average score of 761.
Among mass market vehicle owners who are highly satisfied with their service experience at an
authorized service center (service satisfaction scores of 793 or higher), 61 percent say they “definitely
would” revisit the same dealership for post-warranty service, compared with only 44 percent among
those who are highly dissatisfied (scores of 732 or lower).
CSI Study Rankings
Mazda ranks highest in overall customer service satisfaction with after-sales service among mass market
brands, with a score of 769. Mazda performs particularly well in four of the five factors, including service
initiation, service advisor, vehicle pick-up and service quality. Mitsubishi and Toyota follow in the
rankings, tied for second at 764 each.
The 2015 Indonesia CSI Study is based on responses from 3,625 vehicle owners who received delivery of
their new vehicle between February 2013 and June 2014 and took their vehicle for service to an authorized
dealer or service center between August 2014 and June 2015. The study was fielded between February and
June 2015.
Media Relations Contacts
XingTi Liu; J.D. Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65 6 733
8980; xingti_liu@jdpower.com.sg
John Tews; Director, Media Relations; J.D. Power; Troy, Michigan 48083 USA; +001 248 680 6218;
john.tews@jdpa.com
About J.D. Power Asia Pacific: asean-oceania.jdpower.com
About J.D. Power and Advertising/Promotional Rules www.jdpower.com/corporate
About McGraw Hill Financial www.mhfi.com
###
(Page 2 of 2)
NOTE: Two charts follow.
J.D. Power Asia Pacific
2015 Indonesia Customer Service Index (CSI) StudySM
Customer Service Index Ranking – Mass Market Brands
(Based on a 1,000-point scale)
700
725
750
775
Mazda
800
769
Mitsubishi
764
Toyota
764
Daihatsu
762
Honda
762
Mass Market Average
761
Isuzu
760
Chevrolet
759
Nissan
756
Ford
755
Suzuki
754
Kia
753
Note: Included in the study but not ranked due to small or insufficient sample size is Hyundai.
Source: J.D. Power Asia Pacific 2015 Indonesia Customer Service Index (CSI) StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement
identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on
numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of
the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power Asia Pacific
2015 Indonesia Customer Service Index (CSI) StudySM
Factors Comprising Overall Satisfaction
Service Facility
15%
Vehicle Pick-Up
15%
Service Advisor
12%
Service Initiation
27%
Service Quality
30%
Source: J.D. Power Asia Pacific 2015 Indonesia Customer Service Index (CSI) StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement
identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on
numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of
the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.