GM Korea, Renault Samsung get high customer satisfaction

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SEOUL, Sept 29 GM Korea Co. and Renault Samsung Motors Co. all received high marks in the latest nationwide customer service survey carried out by a local automotive market research agency, the carmakers said Monday.

GM Korea, which makes cars under the Chevrolet brand, said it received the best overall scores among domestic carmakers for the third straight year in the customer service index (CSI) and quality stress index (QSI) reports compiled by Marketing Insight.

The poll conducted between July 2013 and June 2014 is calculated by surveying people who visited an automakers’ service network in the past year, as well as asking people who bought cars in the cited period.

According to the findings, GM Korea received 816 points out of a possible 1,000 in the CSI, which is above the average 792 for all South Korean carmakers.

GM Korea ranked first in reception and accessibility, overall satisfaction and service reputation, including service center environment and procedures.

The company, the local unit of U.S. car giant GM, said it received 2.81 quality stress cases per 100 vehicles sold, which is the lowest number cited in the QSI report.

“Ranking first in the CSI and QSI for the third consecutive year is the result of innovative services such as Chevy Care,” said Marc Comeau, GM Korea’s vice president of sales, service and marketing.

The company introduced its popular Chevy Care program for its customers at the time it launched the Chevrolet brand in the country in 2011. It currently has some 450 service centers nationwide.

Renault Samsung, the local affiliate of French automaker Renault S.A., said that it ranked No. 1 in sales satisfaction, product satisfaction and after service.

The carmaker remained supreme in the sales satisfaction part of the poll for 13 years straight.

It said it ranked second in the latest poll in such critical areas as durability and quality stress fields.

Carmakers place importance on the Marketing Insight report that began in the 2001-2002 period because it offers the most comprehensive picture in regards to quality and consumer satisfaction for domestic automobile manufacturers.