Chevrolet ranks highest in customer satisfaction with authorized dealer aftersales service in thePhilippines, according to the J.D. Power Asia Pacific 2006 Philippines Customer Satisfaction Index (CSI) StudySM released recently.

The Philippines CSI Study, now in its sixth year, is independently conducted by J.D. Power Asia Pacific to measure customer satisfaction with the aftersales service process.  Overall customer satisfaction is measured by dealer performance in seven areas.  In order of importance, they are: problems experienced, service quality, user-friendly service, service delivery, service advisor, service initiation and in-service experience.

The overall industry average CSI is 830 on a 1,000-point scale, a marginal improvement of 3 points from 2005.  Chevrolet achieves the highest overall index score of 850. It also sets the industry benchmark on five of the seven factors contributing to overall customer satisfaction: service quality, service advisor, service delivery, service initiation and user-friendly service. 

The study also finds that customers who were notified they were due for a service and were contacted again after their service was completed, were considerably more satisfied than customers who were not contacted at all.  Customers who are contacted both before and after their service rate their service dealer an average of 52 points above the industry average.  In contrast, customers who were not contacted at all register an average score 12 points below the industry

 “Simply getting in touch with the customer before and after performing the vehicle service goes a long way toward increasing customer satisfaction,” said Gerrit Kuyntjes, managing director for J.D. Power Asia Pacific.  “Currently, only six percent of customers report that they were contacted by their dealer on both occasions. Apart from focusing on services that are expected, customer satisfaction can also be improved by delivering services that are not commonly provided but tend to have a noticeable positive impact on customers. Customers who are satisfied with the dealer’s service department are more likely to return to the dealer for service in the future and to repurchase another vehicle in the future.”

The study also establishes that maintaining customer contact promotes loyalty and advocacy. More than 70 percent of customers who were contacted pre-and post-service express a definite intention to revisit the dealer for future service and to recommend the dealer to others. In contrast, fewer than one-half of those who were not contacted at all state they “definitely would” revisit dealer after the warranty expires, while just 51 percent state they “definitely would” recommend the dealer.

The 2006 Philippines CSI Study is based on evaluations from more than 1,000 new-vehicle owners surveyed at 12 to 18 months of ownership and includes customers who purchased their personal-use vehicles between October 2004 and June 2005. 

 In Oman,Chevrolet provides a full range of Sedans and SUVs to cater to all segments and customer profiles. The range starts with Spark which is available in 800 CC and 1000CC versions and has 1.4 L Aveo, 1.6L Optra, 2L Epica, 3.6 /5.7L Lumina and Caprice. The SUV range includes the 4.2 L Trailblazers, 5.3 L Tahoe and Suburban models.

Chevrolet has always represented value for money across the board and today, more than ever, the brand offers a model to suit every pocket and every purpose. Chevrolet cars come with the legendary GM difference which offers among other things benefits like Free repair on materials and workmanship of guaranteed parts for 3 years/60,000 kms (whichever is earlier), Roadside Assistance 24 hours a day, 365 days a year, wherever you are in the Middle East, safety features like safety cages and the ABS –VI anti-lock braking system.

Internationally, Chevrolet comes under the banner of General Motors (GM). General Motors enjoys a long and successful heritage of being one of the world’s most premium automotive brands. Known primarily for its muscular design and engineering, GM has an impressive array of vehicles across various segments and is also the brand custodian for niche brands such as Cadillac and Hummer.

OTE Group exclusively sells General Motors (Chevrolet, Cadillac, Hummer range of) vehicles in the Sultanate.   With the nationwide network of showrooms and service centres. OTE ensure that GM customers are never far from getting a large range and quality after sales service.  This has led to more and more customers joining the GM family in Oman.