JAKARTA, Indonesia — Gaining a stronger presence in Indonesia in recent years, Ford Motor Indonesia (FMI) continues to improve its customer ownership experience by expanding its dealership network and service quality. These efforts were finally rewarded when the Ford dealership network was recently declared the 2013 Indonesia Service-to-Care Champion by MarkPlus Insight, a respected market research firm based in Southeast Asia.
"Service quality is a very important factor in maintaining customer's loyalty," said Hermawan Kartajaya, CEO, MarkPlus Inc. "Our latest research showed that customers require more than service formality. They demand sincere care."
The annual Service-to-Care Award is an ongoing effort by MarkPlus to upgrade the service quality in Indonesia to the level of sincere care, and is only given to companies with a solid service culture, supported by strong human resources showing trustworthiness, fairness, responsibility, respect, corporate citizenship, and care.
Working jointly with Marketeers, a professional community platform for marketers in Indonesia, MarkPlus Insight conducted a survey for the award in six major cities in Indonesia –Jakarta, Bandung, Semarang, Surabaya, Medan, and Makassar. More than 4,000 respondents participated in the survey assessing credibility, dependability, courtesy, comfort, connectivity, and care aspects of service excellence.
"We are very proud to receive the recognition," said Bagus Susanto, managing director, FMI. "The award recognizes our continuous effort to provide a world-class customer service experience as we introduce best-in-class products."