Mercedes-Benz tops China 2008 aftersales satisfaction

JD Power Asia Pacific said Mercedes-Benz ranks highest in its China 2008 customer satisfaction with authorized dealer aftersales service, followed by Audi and then Shanghai GM Chevrolet.

The annual survey found that overall customer satisfaction in China has "improved considerably" this year, and that aftersales service is playing an increasingly important role in the highly competitive market.

"With new vehicle sales in China showing signs of slowing, providing superior customer satisfaction is of primary importance for automakers and dealers," said Mei Songlin, general manager with JD Power China.

"Manufacturers are creating differentiation and directing their dealers to grow their business through superior aftersales service, which ultimately benefits consumers," Mei said.

The CSI study covers maintenance and repair services at authorized dealerships at 12 to 18 months of vehicle ownership.

According to the survey, 44 pct of Mercedes-Benz customers said they "definitely would" recommend their service dealers. That compares with an industry of average of 23 pct.

The CSI study also found that the number of product problems reported by all customers has fallen four pct since 2007.

The 2008 study was based on evaluations of 9,267 new vehicle owners, and includes 39 makes of car, JD Power said.