Sime Darby Auto ConneXion (SDAC), being the sole distributor of Ford in Malaysia, recently gained praise for achieving the highest level of overall customer satisfaction, exceptional business performance, and the most outstanding customer initiative in 2022, clinching the Henry Ford Excellence Award.
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Ford’s annual Chairman’s Award programme – launched regionally in 2016 – saw its 2019 winners announced recently, with those distributors deemed at the top of their Customer Satisfaction game honoured.
“These awards are not only the ranking of a survey result: they are a measure of leadership, of commitment, and of hard work,” said Randy Krieger, President Ford Direct Markets. “These are the crucial characteristics of high-performing organisations; organisations such as this year’s winners who deliver outstanding performance to their customers, employees, and shareholders.”
Recognising hard work in promoting Ford
The Chairman’s Award has continually evolved, ensuring the Sales and Services Customer View Point (CVP) is of paramount importance, and an integral part of core criteria in deciding annual winners. New Vehicle Sales, Parts Purchases Sales, and Ford Standards Financial Reporting also play a crucial role in recognising the hard work of distributors in promoting the Ford brand.
Complementing the Chairman’s Award, for the second year running, Ford presented the President’s Award for managers in the Middle East, North Africa, and Sub-Saharan Africa, crowning some of the Best Sales Director/Manager for CVP, Best Service Director/Manager for CVP, and Best Parts Director/Manager for Part Sales with top honours.
In all, across Ford’s vast Direct Markets business unit, a total of 14 winners were announced, hailing from Angola, Egypt, Kuwait, Malaysia, Mongolia, Morocco, New Caledonia, Oman, Papua New Guinea, Qatar, Saudi Arabia, Seychelles, United Arab Emirates (UAE), and Western Samoa.
Though there were 18 President’s awards titles going, and six coveted Chairman’s winners, Al Tayer Motors in the UAE, Oceanic Motors in the Seychelles, and Sime Darby Auto ConneXion in Malaysia top-scored in both prestigious categories and were honoured with at least one trophy from each, while SCAMA in Morocco continued its storied history of exceptional customer service, winning a Chairman’s Award for an incredible ninth time.
Ford owners can now do real-time service booking with Sime Darby Auto ConneXion
J.D. Power’s 2019 Customer Service Index (CSI) Mass Market Study for the Malaysian market has ranked Mitsubishi Motors Malaysia (MMM) highest in providing overall satisfaction to customers for a second consecutive year.
“We are delighted to be ranked highest for the 2019 Malaysia Customer Service Index (Mass Market) Study conducted by J.D. Power. We are even more delighted to win this recognition for the second consecutive year and remained in the top three positions for five consecutive years! This reflects on our commitment to continue to provide a rewarding and positive customer’s experience from the first initiation of purchase to a satisfying after sales service. We will not rest on our laurels, we will continue to stay on top and provide our customers with a satisfying customer experience.” said Tomoyuki Shinnishi, CEO of Mitsubishi Motors Malaysia.
2,644 owners interviewed
The study, which has been held annually for 17 years, involved 2,644 owners of Mitsubishi vehicles who had received delivery of their new vehicles between February 2016 and June 2018 and took their vehicle for service to an authorized service centre between February 2018 and June 2019.
The owners were selected by J.D. Power independently and subject to screening prior to being interviewed, and were not introduced or recommended by MMM. The study measured customer satisfaction with the servicing and vehicle-return process and was conducted between February and June 2019.
Rating the experience at service centres
To score overall satisfaction among owners who visited an authorized service centre for maintenance or repair work during the first 12 to 36 months of ownership, they were asked questions about based on five factors. These were service quality (25%); vehicle pick-up (21%); service initiation (20%); service facility (17%); and service advisor (16%). Mitsubishi Motors achieved the highest score of 791 points, 30 points above the industry average.
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