A Nissan Service Advisor (right) walks a customer (left) through all service details after receiving the car at a Nissan showroom and service center
Nissan in Thailand has been awarded the number one position in the J.D. Power 2019 Thailand Customer Service Index (CSI) StudySM, an annual customer service study that analyses after-sales customer satisfaction for Thai consumers.
"Winning the top ranking in the J.D. Power 2019 Thailand Customer Service Index Study is an extremely proud moment for all of us at Nissan in Thailand. It is testament that putting customers at the heart of everything we do as a key part of our business is the right strategy," said Ramesh Narasimhan, president of Nissan in Thailand. "Nissan remains fully committed to delivering best-in-class products and services to our valued customers to ensure that sales-to-ownership is seamlessly followed by repurchase-and-recommendation."
The J.D. Power Customer Service Index Study is known for its benchmarking quality in the Thai automotive industry over the past two decades. Implemented by the marketing consultancy J.D. Power, the study measures the overall satisfaction of new vehicle owners who visited an authorized service center for maintenance or repair work during the first one to three years of ownership. Nissan earned the top spot as a result of particularly high performance in three key areas - service advisory, vehicle pick-up and service quality.
The improved customer satisfaction index showing was driven by the strong synergy between Nissan and its dealer network, its customer-centric approach, and continuous focus and investment to uplift the customer experience.
"We want to recognize the importance of our Nissan dealer partners, who are at the forefront of shaping our customers' first impression of Nissan, in helping us achieve this number one position. They help ensure that existing customers stay loyal to the Nissan family and that new buyers become lifelong Nissan customers," Narasimhan added.
Nissan continues to drive robust dealer improvement initiatives to help maximize customer satisfaction. These include the Nissan Skills Contest – a development program for dealer employees to help them realize their true capabilities and polish their skills – the Nissan Retail Concept (NRC), the new Nissan dealership design concept that aims to improve all aspects of the customer experience including facility design, service process and digital environment; and the modernization of the sales process to accommodate the need of today's digital consumers.
About Nissan Motor (Thailand) Co., Ltd.
Nissan was established in Japan since 1933 with the commitment to create Innovation that Excites for customer satisfaction. Nissan wants to improve quality of life for people in society by pursuing a goal of zero emission vehicles and zero fatalities on the road with "Nissan Intelligent Mobility". The company plans to introduce autonomous drive vehicles across regions for safety and more enjoyable driving experience. Nissan started business in Thailand since 1952. Currently, the Nissan Group of Companies in Thailand has subsidiaries five companies, including two of the production bases, over than 180 showrooms and service centers nationwide network. Vehicle range cover all segments includes 10 models spanning the entry level Eco-Car, SUV, Premium Sedans and Pickup Trucks.
About Nissan Motor Co., Ltd.
Nissan is a global full-line vehicle manufacturer that sells more than 60 models under the Nissan, INFINITI and Datsun brands. In fiscal year 2018, the company sold 5.52 million vehicles globally, generating revenue of 11.6 trillion yen. Nissan's global headquarters in Yokohama, Japan, manages operations in six regions: Asia & Oceania; Africa, the Middle East & India; China; Europe; Latin America; and North America. Nissan has partnered with French manufacturer Renault since 1999 and acquired a 34% stake in Mitsubishi Motors in 2016. The Renault-Nissan-Mitsubishi alliance sold 10.76 million vehicles combined in calendar year 2018.
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