July 10, 2013

GM Korea first in customer satisfaction with service

GM Korea earned the highest score among automakers in the 2013 Korean Service Quality Index study conducted by Korea Management Association Consulting.

The study assesses customer satisfaction in 11 categories - dealership environment, reception, attire and
appearance of sales staff, how staff address customers, kindness, proactive attitude, ability to explain products, business knowledge, consideration for customers, and seeing off customers. It uses a mystery shopping survey method.

Association researchers visited 60 of GM Korea's 293 Chevrolet dealerships in Seoul and five other major cities - Busan, Daegu, Daejeon, Incheon and Gwangju - between August 2012 and May 2013. GM Korea received an industry-high 96 points and the highest scores in three of the 11 categories.

The study highlighted the automaker's differentiated services such as individual sales consultation rooms, Chevy Academy step-by-step training programs to develop sales skills, six-step vehicle explanation training to help customers better understand products, vehicle delivery service events to build customer enthusiasm, and enhanced aftersales service programs such as a 100-day event after vehicle delivery.    

"Becoming number one in customer satisfaction with service is a tribute to the hard work of our dealers, agents and sales staff. It complements our number one ranking in customer satisfaction with maintenance service," said GM Korea President and CEO Sergio Rocha. "We want all of our Chevrolet customers to have the best shopping and ownership experience in the industry."


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