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Mitsubishi Is First in J.D. Power 2019 Indonesia CSI Study

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XPANDER CROSS J.D. Power 2019 Indonesia
Photo: Mitsubishi Motors

Mitsubishi Motors Krama Yudha Sales Indonesia, a sales and marketing subsidiary of Mitsubishi, earned the number one spot of two major studies. It received the top ranking in both the J.D. Power 2019 Indonesia Sales Satisfaction Index Study and the Customer Service Index Study.

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How MMKSI earned these honors

MMKSI previously topped the SSI Study back in 2017. The subsidiary also was number one in the CSI Study for the second year in a row. Furthermore, the Mitsubishi Xpander and Pajero Sport were first in each of their segments within the J.D. Power 2019 Indonesia Initial Quality Study, showing that Mitsubishi has been improving upon its vehicles.

To select its winner, the J.D. Power 2019 Indonesia Sales Satisfaction Index (Mass Market) Study reviewed 2,304 owners’ responses about their vehicle purchases from June 2018 to June 2019. Specifically, the study analyzed owners’ thoughts on the paperwork completion, delivery process, price, sales consultant, and dealer facility. MMKSI received 835 out of a possible 1,000 points.

The J.D. Power 2019 Indonesia Customer Service Index (Mass Market) Study aimed to discover the satisfaction levels of new vehicle purchasers in regards to the vehicle delivery process and sales service. 2,786 owners that bought new vehicles from Feb. 2016 to June 2018 and had experiences with the services of authorized dealers from Feb. 2018 to June 2019 responded to the study.

The CSI study took into account owners’ thoughts on service initiation, service quality, service advisory, vehicle pick-up, and service facilities. Of the 1,000 possible points, MMKSI obtained 819 points.

MMKSI worked to keep customers satisfied by having workshops about Mitsubishi products, gaining partnerships with additional sales financing companies, and opening improved showrooms.

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Even with these latest honors, Mitsubishi plans to continue increasing customer satisfaction with its vehicle development, services, and sales activities.