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.