Local carmakers ramp up aftersales service

Car buyers are more satisfied with Chinese marques' aftersales service this year than before, according to a J.D. Power study.

The annual China Customer Service Index Study measures customer satisfaction based on six factors, including service team, service quality as well as service facilities.

The study this year was based on responses from 37,176 vehicle owners of 47 automotive brands in 70 major cities, who purchased their vehicles between December 2017 and May 2021.

Respondents said they are more satisfied with service charges this year, mainly due to the dealers' more accurate cost estimates.

They also praised the progress Chinese carmakers made in car repair and maintenance, adding that they are showing professionalism in details.

Trumpchi, a brand of Chinese carmaker GAC, ranks highest among Chinese domestic brands, scoring 773 out of 1,000 points, followed by Geely at 770 and Chery, 762.

Customer service satisfaction with volume brands, both Chinese and international ones, stands at 755 points this year, two points less than 2021, according to J.D. Power.

"With the improvement of digital service tools, the connection between automakers and customers extends from the vehicle purchase and aftersales service to the whole vehicle life cycle," said Ann Xie, general manager of the digital retail consulting practice at J.D. Power China.

"Automakers need to go from behind the stage to face customers, establish a systematic customer experience management and form a service synergy with dealers, which will become the key to success with customer service satisfaction in the future," she said.

Of premium brands, Audi ranks highest in customer service satisfaction with a score of 786. Land Rover ranks second with a score of 772.

Sino-Japanese joint venture GAC Honda ranks highest in customer service satisfaction among mass market brands for the second consecutive year with a score of 783.