Home > satisfaction

Quick fix service chains sees higher customer loyalty than 4S dealerships

BEIJING – Quick fix service chain stores have higher customer loyalty than 4S dealerships but 4S dealerships remain relatively dominant due to brand endorsement and special repair expertise, according to a report by China Automobile Aftersales Service Customer Satisfaction (CAACS) released on August 26. The report is based on a

| | | | | | | | | | Read More

Tire and automotive dealers outperform service stations in tire satisfaction, says J.D. Power

SHANGHAI – The number of new-vehicle owners choosing to repair and replace tires at tire dealers – direct-sale stores and tire chain stores – and at automobile dealers has been on the rise while service stations have undergone a tremendous loss of market share since 2012, according to the J.D.

| | | | | | Read More

Study: CEM core in stimulating satisfaction and loyalty

COLOGNE and ESCHBORN, Germany – Customer experience management (CEM) is steadily growing in importance in forming customer satisfaction and ultimately sustainable customer loyalty in the Chinese automotive industry, according to the study released on August 5 by Detecon International. The study is based on responses from 26 specialists and managers from

| | | | Read More

Study: Dealer satisfaction with finance providers declines in 2015

SHANGHAI – The failure of finance providers to meet rising demands from auto dealers resulted in lower satisfaction, according to the J.D. Power Asia Pacific 2015 China Dealer Financing Satisfaction (DFS) StudySM released on June 10, 2015. According to the study, the overall satisfaction with retail credit providers is 794 in

| | | Read More

Aftersales customer satisfaction declines in China

BEIJING – China's aftersales customer satisfaction declined slightly, according to the China Automobile Aftersales Customer Satisfaction Research (CAACS) released by China Automotive Maintenance and Repair Trade Association (CAMRA) on September 19. The overall aftersales customer satisfaction scored 85.53 on a 100-point scale, a slight decrease from 85.8 the previous year.

| | | Read More

J.D. Power: quality top factor in car purchase decision in China

Quality, not price, was the main factor Chinese consumers considered when buying new vehicles in 2011, according to J.D. Power and Associates. Quality, taken together with brand reputation/reliability and recommendations from family and friends, formed the top three reasons influencing a purchase decision, J.D. Power said at a media briefing held

| | | | | | | | Read More