The carrier heads the list with a score of 87.5, followed by Singapore Airlines (77.2) and Bank Central Asia (76.5).
YouGov’s rankings are a form of net promoter score and analyse which brands have the highest proportion of current and former customers recommending them to a family member or friend. The top 10 features a number of automotive brands. Toyota in 4th (75.9) while Honda appears twice - with Honda cars in 6th (75.2) and Honda motorcycles in 8th (74.4).
The list comprises of both global brands – such as Google in 7th (74.6) and Apple in 9th (74) place, and fashion retailer Nike scoring 10th (73.1). Local players include Traveloka in 5th place (75.4).
In terms of customer advocacy improvement Bank Negara Indonesia (BNI) is out on top (+10.7 points), ahead of cosmetics brand Maybelline and insurance company Prudential. The two brands came in at joint 2nd, each up by 10.1 points.
Ervin Ha, Head of Data Products, YouGov said: “Recommending a brand to friends and family is great indicator of how well a brand is performing, and Garuda has emerged a true winner in this regard. Capturing the attention and advocacy of consumers in a market as extensive as Indonesia is no easy feat, but Garuda has soared to the challenge.”
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| Source: YouGov. The top 10 list of brands most recommended by Indonesian consumers. |
*The YouGov BrandIndex Brand Advocacy Rankings were calculated by measuring recommend scores among each brand’s customers for the twelve-month period through October 2018. Scores are calculated by subtracting the negative responses from the positive responses. Respondents were drawn from YouGov’s online panels of 6 million consumers across 38 markets. The index looks to give brands a good indication on how well or poorly they have been doing in terms of their customer service, as well as quality of services and products provided.
