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Aftersales customer satisfaction increases in China

SHANGHAI – Aftersales customer satisfaction at automobile dealerships increased in China in 2014, according to the J.D. Power 2014 China Customer Service Index (CSI) Study.

The gap in satisfaction between luxury and mass market segments narrowed to 31 points in 2014 from 38 points in 2013, according to the study.

The study measured satisfaction among vehicle owners who have owned their vehicles between 12 and 24 months and visited an authorized dealer’s service department for maintenance or repair during the last six months.

The study examined five factors to determine overall satisfaction with dealer service. They are service quality (24 percent), service facility (21 percent), vehicle pick-up (21 percent), service advisor (18 percent), and service initiation (17 percent).

Customer satisfaction with luxury brands improved to 855 points (on a 1,000-point scale) from 849 in 2013, and satisfaction with mass market brands increased to 824, up from 811 last year.

Audi ranked highest among luxury brands with a score of 912, followed by Cadillac (864) and Infiniti (863).

Dongfeng-Peugeot and GAC-Honda ranked highest (in a tie) among mass market brands (906 each), followed by Dongfeng-Citroën with a score of 898.

Chery took the first place among all Chinese brands involved in the study, and FAW Car and Dongfeng Fengshen ranked 2nd and 3rd respectively.

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