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J.D. Power Asia Pacific Reports:
Customer Satisfaction toward After-Sales Services
Declines in China Due to Rising Customer Expectations
Audi Ranks Highest among Luxury Brands in After-Sales Customer Satisfaction; Dongfeng Peugeot Ranks Highest among Mass Market Brands姜芽的腌制方法
SHANGHAI: 31 July 2013 — Overall customer satisfaction with after-sales rvice at authorized dealerships in China declines in 2013, largely due to rising customer expectations toward the rvice experience, according to the J.D. Power Asia Pacific 2013 China Customer Service Index (CSI) Study.SM
The China Customer Service Index Study, now in its 13th year, measures satisfaction among vehicle owners
(between 12 and 24 months of ownership) who visit an authorized dealer’s rvice department for main
tenance or repair work during the past six months. The 12-24 month ownership typically reprents a substantial portion of the vehicle warranty period. The study examines five factors to determine overall satisfaction with dealer rvice (in order of importance): rvice quality; rvice facility; vehicle pick-up; rvice advisor; and rvice initiation. The customer satisfaction score measures the performance among authorized dealers on meeting customers' expectations of their after-sales experience.
Overall customer satisfaction with after-sales rvice in China drops to 815 on a 1,000-point scale in 2013 from 832 in 2012, driven largely by a decline in satisfaction with Chine domestic brands and Japane and European brands. Customer satisfaction with Chine domestic brands declines by 31 points to 751 in 2013. Customer satisfaction with Japane brands averages 831, compared with 860 in 2012. European brands experience a 17-point decrea to 832 in 2013, while U.S. brands achieve an average score of 851, a one-point decrea from 2012. Among all brands of origin, only Korean brands collectively show improvement in customer satisfaction, with a year-over-year increa of 13 points to 874.
The declines in satisfaction with European, Chine domestic and Japane brands are attributed to the significant increa in customer expectations of their rvice experiences. The study identifies ke
y performance indicators (KPIs) that contribute to overall customer satisfaction with the after-rvice experience. When implementing 13 KPIs, European brands experience a 37-point decrea in customer satisfaction, compared with 2012. When they implement 13 KPIs, satisfaction with Japane and Chine domestic brands decreas by 34 points and 33 points, respectively. When U.S. and Korean brands implement the same number of KPIs customer satisfaction remains consistent year over year.
“The competitive landscape continues to be aggressive, driven by product proliferation and rising
customer expectations, making it imperative for manufacturers and dealerships alike to develop points of
differentiation on delivering a superior customer experience in after-sales rvices,” said Tony Zhou, director of automotive rearch at J.D. Power China, Shanghai. “The industry should also be attuned to macroeconomic dynamics and be agile in adapting dealer-rvice process and standards in respon to the changing business environment.
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In the first five months of 2013, China had 6.7 million new pasnger vehicles on the road, a 17 percent increa from the same period in 2012.1 Despite the aggressive dealer network expansion, this increa in the number of vehicles has put immen pressure on capacity at dealer rvice departments.”
Zhou noted that customer loyalty is particularly important becau after-sales rvice is a significant profit center for dealerships. After-sales rvices account for 50 percent of overall dealer profit, increasing from 44 percent in 2012, according to the J.D. Power Asia Pacific 2012 Dealer Attitude Study.SM
Customer satisfaction with their after-sales experience has a direct impact on dealers’ rvice volume. Service volume among dealers with high customer satisfaction (831 points and above) averages 14,692 rvice visits per year per dealership, compared with 11,224 rvice visits among tho with low satisfaction (773 points and below).
To improve customer satisfaction, priority should be placed on building a personal relationship with c
ustomers. The top KPI is rvice advisor paying full attention to each customer and focusing on customer’s individual needs, which has a 65-point and 40-point impact on overall satisfaction for luxury brands and mass market brands, respectively.
“China is going to introduce the car warranty policy in October, supporting customers' rights to return defective vehicles and ek a refund or replacement,” said Mei Songlin, vice president and managing director of J.D. Power China, Shanghai. “Dealers are at the front line of ensuring a positive customer experience. Meeting or surpassing customer needs is critical to mitigating the potential adver effect of this new policy on customer loyalty and profitability for brands and dealers alike.”
For the first time, the CSI Study parates luxury brands from mass market brands. The objective of the gmentation is to address the differences in customer expectations regarding after-sales rvice in the two market gments.
Overall customer satisfaction with after-sales rvice among luxury brands averages 849, while mass market brands average 811.
Audi ranks highest in the luxury gment with a score of 880, and performs particularly well in all five
红砖价格表factors. BMW ranks cond (873) and Cadillac third (872).
Among mass market brands, Dongfeng Peugeot ranks highest at 882, performing particularly well in rvice advisor, rvice initiation and vehicle pick-up. Following Dongfeng Peugeot in the rankings are Guangqi Honda (881) and Dongfeng Citroën (879).
The 2013 China Customer Service Index (CSI) Study is bad on street intercept and face-to-face interviews with 15,370 new-vehicle owners who purchad their vehicle between February 2011 and May 2012, and examines 71 pasnger vehicle brands. The study was fielded between February and May 2013 in 43 major cities in China. The Customer Satisfaction Index (CSI) Study is one of eight consumer-bad benchmark studies conducted by J.D. Power Asia Pacific in China. Other 2013 studies conducted by J.D. Power Asia Pacific include: ♦The China Sales Satisfaction Index (SSI) Study, which measures satisfaction with the new-vehicle sales process, was relead in late June.
•The China New-Vehicle Intender Study (NVIS), which examines customers’ pre-purcha perceptions and considerations, will be relead in late August.
1 Source: LMC Automotive
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•The China Original Equipment Tire Satisfaction Index (OE-TSI) Study, which measures customer satisfaction with original equipment tires, will be relead in September.
•The China Manufacturer Website Evaluation Study (MWES), which measures the effectiveness of OEM websites on the basis of the Voice of the Customer, will be relead in late September.
•The China Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners during the first two to six months of ownership, will be relead in October.
•The China Automotive Performance, Execution and Layout (APEAL) Study, which measures what excites and delights owners about their new vehicle’s performance and design during the first two to six months of ownership, will be relead in November.
•The China Vehicle Dependability Study (VDS), which evaluates overall vehicle dependability during the first 25-36 months of ownership, will be published in December.
About J.D. Power Asia Pacific
J.D. Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction rearch and provide consulting rvices in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and business in China, Australia, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding J.D. Power Asia Pacific and its products can be accesd through the Internet at Media e-mail contact: ellen_Plea follow J.D. Power at /jdpowerchina.
About J.D. Power
尊敬长者怎么做J.D. Power is a global marketing information rvices company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are bad on respons from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, plea J.D. Power is a business unit of McGraw Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterpri risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available
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Media Relations Contacts动漫图片男
Ms. Ellen Wang; Public Relation Supervisor; J.D. Power Asia Pacific; Shanghai, 200040 China; +86 21 2208 0831; ellen_
John Tews; Director, Media Relations; J.D. Power; Troy, Michigan 48083 USA; 001 248 680 6218; 普通话考试入口
No advertising or other promotional u can be made of the information in this relea without the express prior written connt of J.D. Power. /corporate.
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