Nissan Puts Spotlight on Customer Service

Here’s news from Nissan Motors Philippines and Universal Motors Corporation:

To express its continuing commitment to achieve excellent customer satisfaction, Nissan Motor Philippines, Inc. (NMPI) and Universal Motors Corporation (UMC) recently held a Customer Satisfaction (CS) conference with all its dealers nationwide.

Highlighting the event was the formal awarding by J.D. Power Asia Pacific to Nissan, for ranking highest in the 2011 Philippine Sales Satisfaction Index Study. Showing a marked improvement in terms of customer service, Nissan climbed up to the top spot from fourth place last year, besting eight other automotive companies in the country.

Representing J.D. Power Asia Pacific was its country manager for the Philippines, Amit Patil, who also presented the study based on responses from almost 1,500 new-vehicle owners who purchased their vehicle between August 2010 and February 2011. According to Patil, overall improvement in the industry in 2011 is largely driven by more rigorous implementation of sales standards and processes across most manufacturers. Nissan, which garnered a score of 839, has performed particularly well in the delivery process and salesperson factors.

To express their appreciation to dealers who provided valuable contributions to achieve this prestigious recognition, NMPI and UMC handed out various awards, including best dealer in CS, given to Nissan Westgate Alabang for Metro Manila and Nissan Iloilo for provincial. This is Nissan’s highest local recognition given to a dealership with the most exemplary performance in all aspects of customer relations management.

Meanwhile, Nissan Gallery Quezon Avenue and Nissan Cagayan de Oro Distributors, Inc. were named Most Improved Dealer in CS for Metro Manila and provincial, respectively.

Another highlight of the event was the awarding of the Philippine Global NSSW Award winner for 2011, given to Nissan Iloilo (S & J Motors), Inc. The dealership has received this highest accolade for dealers in NISSAN’s Sales and Service Way (NSSW) for two consecutive years. The Global NSSW award, awarded annually, is based on the trust of customers, high levels of customer satisfaction, outstanding customer handling and an attractive retail environment. The award scheme is designed to recognize top-performing dealers who excel in these areas, while running a profitable business.

In the midst of the celebration, NMPI President and CEO Allen Chen posed the next challenge to the Nissan dealers – how to maintain being number one. “Nissan is committed to quality leadership in the automotive industry, and sales and service quality is critical to that commitment,” Chen said. “The expectations of customers are becoming increasingly sophisticated and demanding day by day. We rely on you to serve our customers well, and support the long-term growth of the strengths of our business and brand.”