Customer satisfaction with their new-vehicle sales experience has increased in Malaysia, as shoppers are conducting more preliminary research across a greater variety of sources in advance to find the best deal in the market, according to the J.D. Power Asia Pacific 2017 Malaysia Sales Satisfaction Index (SSI) Study, SM released recently.
More than 3 in 10 (31%) customers are using the internet to research their new-vehicle purchase, compared with 27% in 2016. Online searches are predominantly centred on vehicle pricing/ financing and promotions (91%) as well as vehicle features and specifications (63%). Three of the most often visited websites are auto consumer websites/ portals (55%), car websites/ forums (45%) and dealer websites (28%).