Scania Conducts Regional Customer Satisfaction Index Survey

In the effort to continually boost the quality of our products and services, Scania is undertaking a comprehensive Customer Satisfaction Index (CSI) survey. The survey will be conducted simultaneously in Malaysia, Singapore and Thailand to better understand customer expectations and help Scania serve our customers better.

This CSI survey is commissioned by Scania CV AB in Sweden, and is conducted in many Scania markets worldwide.  This is the first time Scania is conducting a CSI study in the region, reflecting the growing awareness of a "Customer First" culture in Scania. 

"Scania has always had our customers' needs in mind, and we continually strive to provide them with the best possible vehicles and after-sales services worthy of a premium brand," said Ho Hee Hean, Marketing Communications Manager for Scania in South East Asia.  "Benchmarked against other Scania markets in Europe, Africa and the Middle East, this will provide a good indicator on the level of service that our valued customers are accorded," he added.

The results of this study will also be benchmarked against each of these South East Asia markets, for a clearer picture of customers’ expectations specific to this region.  “As more and more customers benefit from Scania’s regional network of workshops and service centres, there is an increasing need to ensure all workshops in the region meets the same high standards wherever their business takes them,” added Mr Ho.

The selection of respondents for this survey will be done totally at random, and respondents will be asked questions regarding their experiences with the product, as well as the level of service received from both sales and delivery, and after-sales.

The survey is conducted by a highly reputable global consulting agency, and comments by customers will be assured of the strictest of confidentiality. The results from this survey will be used to come up with solutions and recommendations to further improve the Scania experience for customers.