The after-sales satisfaction index shows that only one independent brand ranks in the top five

A few days ago, JDPower Asia Pacific announced the 2010 China After-Sales Service Satisfaction Index Research Report. The Shanghai Chevrolet Chevrolet brand received 875 points and ranked first in the 52 passenger car brands involved. The top five manufacturers ranked separately. For Guangzhou Automobile Honda (874 points), Dongfeng Honda (871 points), Roewe (869 points) and Dongfeng Peugeot (864 points).

JDPower's After-sales Service Satisfaction Study evaluates the satisfaction of car owners in the maintenance and repair services provided by the brand after-sales service department during the 12 to 24 months after car purchase. This study evaluates the “quality of service” of car brand authorized dealerships. After the service delivery, service start, service consultant and service facilities, each project has 200 points, out of 1000 points.

According to reports, the 2010 China Service Satisfaction Index Research Report collected data on 11,678 car owners, covering 52 passenger car brands. The car owners purchased cars from February 2008 to May 2009, and the data collection work was conducted in 2010. 2 From May to May in 28 major cities in China. JD Power experts stated that there are 19 automotive brands that exceed the 2010 China Service Agency Satisfaction (819 points), covering Audi, Dongfeng Citroen, BMW, Dongfeng Nissan, GAC Toyota, FAW Toyota, Beijing Hyundai, etc. Among them, Chevrolet, Audi, Lexus, Dongfeng Nissan and other 13 car brands have become high-satisfaction (834 points or more) car brands.

For the Chevrolet brand this time, Mr. Ren Jianqiong, executive vice president of marketing and general manager of Chevrolet marketing at Shanghai General Motors, said that the Chevrolet brand had sold more than 1 million units in July this year. Sales volume and after-sales satisfaction have gone hand in hand. After five years of accumulation in China, the Chevrolet brand has entered a fast track of healthy development. Guangqi Honda has lost one championship and championship, but scores have improved compared to 2009 (870 points). The Dongfeng Peugeot Ranked as the most progressive brand in 2010, ranking from No. 16 in 2009 to No. 5.

It should be pointed out that Roewe is the only Chinese auto brand that has entered the top five. The independent brands that scored more than the average score of China's after-sales service satisfaction in 2010 (819 points), and only Roewe and FAW cars, highlighting their own brands. In the after-sales service of the weak. Some auto experts said that in recent years, independent brands in the output scale, product quality has made some progress, and now also need to work hard in the after-sales service.

JDPower Asia Pacific stated that compared with 2009, many automotive brands have improved their satisfaction with after-sales service, and the overall service level of the industry has also progressed. With the diversification of consumer demand, companies and dealers are in after-sales service. The need to pay more attention to details, while continuing to innovate, so as to win the trust of more consumers.

JDPower Asia Pacific also pointed out that after-sales service satisfaction will directly affect the performance of auto companies and dealers. The report shows that among high-satisfaction (834 points or more) car brands, the customer's brand loyalty is relatively high. Also, In the increasingly mature Chinese auto market, due to the intensified competition, the profit rate of new car sales continues to decline, and after-sales service will become an increasingly important source of income for dealers. Therefore, some lower-achieving auto brands and their distributors are in urgent need of enhanced sales. service.