Recently, JDPower Asia Pacific released the 2014 China After-Sales Service Satisfaction Study (CSI). The data shows that the overall after-sales service satisfaction level of Chinese auto dealers has steadily increased in 2014, and the gap in satisfaction between mainstream and luxury car brands has narrowed.

The satisfaction score of the luxury car brand increased from 849 points in 2013 to 855 points in 2014 (1000 points), and the satisfaction score of mainstream car brands increased from 811 points in 2013 to 824 points in 2014. The gap in after-sales service satisfaction between mainstream and luxury car brands continues to narrow, from 38 points in 2013 to 31 points in 2014. Research shows that users pay attention to the fast repair and fast service provided by dealers. In the mainstream car segment, the key performance indicator (KPI) of “Quick Repair Service” has the greatest impact on overall satisfaction. If the maintenance service is completed within two hours of the day, the customer satisfaction score is 828 points; if the service time is shortened to less than one hour, the customer satisfaction score will rise to 855 points, which is the average score of the market segment (824 points). 31 points high.

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