Geely Takes After-Sales Service Lead in J.D. Power’s China Customer Service Index

Geely Auto­mo­bile has tak­en the lead in after-sales ser­vice in J.D. Pow­er Asia Pacific’s 2012 Chi­na Cus­tomer Ser­vice Index. Geely’s Glea­gle, Englon, and Emgrand brands were respec­tive­ly rat­ed at num­ber one, two, and four, while most oth­er Chi­nese brands have declined in index rat­ings. The J.D. Pow­er study mea­sures sat­is­fac­tion from vehi­cle own­ers who vis­it and autho­rized dealer’s ser­vice depart­ment for main­te­nance and repair work between 12 and 24 months of own­er­ship.

Since launch­ing in 1998, Geely has sold 2,350,000 cars, with 400,000 units sold so far this year. The grow­ing vol­ume brings new chal­lenges to the automaker’s after-sales ser­vice. In 2009, Geely launched the “1–2-3 Qual­i­ty Ser­vice Pro­gram.” Its objec­tive is to build cus­tomer sat­is­fac­tion; stan­dard­ize ser­vice pro­ce­dures and main­te­nance and repair oper­a­tions; improve main­te­nance and repair skills; and improve its ser­vice image and qual­i­fied employ­ees. Geely Auto­mo­bile Shang­hai Train­ing Cen­ter has been estab­lished, offer­ing train­ing pro­grams in terms of after-sales ser­vice to employ­ees from over 800 deal­ers nation­wide.

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