Looking at the entire automobile consumer market, it is not difficult to find that more and more new automobile companies have begun to shout the word "user service". Although they do not have many users, they do a lot - forming The "User Operations" department also engages in direct sales, APP, points, equity, various offline activities, and invites users to visit and provide guidance.

When new car companies make their service signs louder and louder, people easily mistakenly believe that only new car companies can proactively meet users' car needs.

But in fact, in the process of continuous improvement of after-sales service, some traditional companies have already "rolled" to new heights, such as Dongfeng Yueda Kia.

Recently, J.D. Power announced the 2021 China after-sales service satisfaction ranking report. The report shows that in the after-sales service of many products, Dongfeng Yueda Kia handed over a "high score", with an excellent score of 775 points, beating the crowd and ranking first in after-sales service satisfaction!

In fact, it is not the first time that Dongfeng Yueda Kia ranks first in the mainstream car segment. It is understood that Dongfeng Yueda Kia has been in the top five for 9 consecutive years and has been in the top five for 3 consecutive years. Ranked first in the after-sales service satisfaction segment.

It is worth mentioning that in addition to "dominating the list" J.D. Power, Dongfeng Yueda Kia also won the first joint venture brand in the Voice of China Automotive Customers (VOC+) After-sales Service Satisfaction Award in 2020.

One-time success can be said to be a fluke, but being on the list many times in a row is a reflection of strength. So, what exactly does Dongfeng Yueda Kia rely on to achieve such outstanding results?

Real gold is not afraid of fire, the more demanding, the better

It is understood that this year’s J.D. Power (Jundi) China After-sales Service Satisfaction StudySM (CSI) covers 70 cities, covering There were 37,327 respondents from 4 regions in the country, southeast, northwest, and 4 city levels from first to fourth tiers.

The dimensions analyzed in this report include appointment service (22%), reception and diagnosis (17%), service facilities (14%), service value (14%), service team (18%), service Quality (15%). The industry generally believes that this after-sales service satisfaction report is relatively comprehensive and therefore has good reference value.

For brands, this selection can be said to be very harsh, because it involves 49 brands, and the scope is mainstream cars and luxury cars.

Being able to stand out in such a demanding selection shows that Dongfeng Yueda Kia's innovation in service models and construction of service systems over the years are not empty talk.

The difference in the bottom layer determines the superstructure. How does Dongfeng Yueda Kia do it? The secret to summing it up in two words is "warmth".

Dongfeng Yueda Kia has established a new brand concept of "customer-centered" and a service spirit of "caring for your family". In other words, treat customers as family members. There is no distinction between customers, only "family" people treat each other. In fact, treating customers with this attitude means doing a lot of extra work that is beyond the scope of the program, but Dongfeng Yueda Kia insists on treating it as its main business and implementing it one after another.

For example, in response to the car needs of different users, Dongfeng Yueda Kia took the lead in launching an optional warranty policy; in addition, they have long provided users with free testing, multi-product coupons, maintenance funds and other thoughtful considerations regular services.

During special periods and regions, Dongfeng Yueda Kia also launches special care activities. For example, in response to the season when disasters occur frequently, Dongfeng Yueda Kia launched the "Economic during the storm, protect the peers" care activities, including maintenance gifts, total loss car replacement subsidies, free vehicle inspections, and warranty renewal vouchers, etc. ; Another example is the recent heavy rain disaster in Henan. Dongfeng Yueda Kia has launched multiple heart-warming measures such as free 24-hour rescue services, free disinfection of the entire vehicle, and repairs for customers who have not purchased commercial insurance. No matter when and where, online or offline, users' problems can be solved quickly and efficiently.

In fact, these measures are not difficult to think of, but they can simply make users feel valued.

Only a truly warm brand can have greater market appeal and public opinion influence. It treats customers with heart and warms them. This has almost become the gene embedded in the blood of Dongfeng Yueda Kia. It is precisely because of the original intention of "quality first, service first" that Dongfeng Yueda Kia has achieved three consecutive championships, which is well deserved.

The strong will always strive for self-improvement and wholeheartedly improve their services

True user orientation is actually a snowballing system of looking for trouble. "After doing one thing, the company wants to continue to do more." Eight hundred pieces”.

In a nutshell, it is to show the greatest motivation. It is not just the top leaders who are moving China, but the support of all employees, continuous self-improvement, and improvement of framework settings.

It can be seen from Dongfeng Yueda Kia's recent actions that "continuous self-improvement" is also what they value most.

For example, in order to improve its service network, Dongfeng Yueda Kia continues to expand and enhance its service network.