Guangqi Honda ranks highest in customer satisfaction with authorized dealer after-sales service, according to the J.D. Power Asia Pacific 2009 China Customer Service Index Study.SM. Guangqi Honda ranks highest in overall after-sales service satisfaction with a score of 870 on a 1,000-point scale. The study, which has been redesigned in 2009, measures customer satisfaction with maintenance and repair service at authorized dealerships at 12 to 24 months of vehicle ownership and examines five key factors: service quality, vehicle pickup, service initiation, service advisor and service facility.

Following in the rankings are Lexus (854); Mercedes- Benz (851); Roewe (846); and BMW and Dongfeng Honda (in a tie with a score of 845 each.) The study identifies specific key practices that contribute to high levels of customer satisfaction with the service experience. These include: providing customers with immediate access to service advisors; completing postservice paperwork and vehicle pickup within five minutes; and making follow-up contact with customers no more than three days after the service is completed.

The study was fielded between February and May 2009 in 26 major cities in China. For brands with the highest levels of service satisfaction, 34 percent of customers say they “definitely will” recommend their vehicle brand to friends or relatives, while 16 percent said they would repurchase the same vehicle make. Passenger vehicle sales in China for the first six months of 2009 demonstrated 20 percent year-over-year growth. In addition, sales for 17 of the 20 best-selling vehicle brands have increased in the first half of 2009, compared with the first six months of 2008. While new-vehicle sales are improving, it is critically important for manufacturers to remain focused on meeting customer expectations.

Source: J.D. Power Asia Pacific

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