China Customer Service Index Study (CSI)
After-sales service performance
The study is conducted among customers who have owned their new vehicle for 12 to 24 months and focuses on the dealer service experience; what matters most to customers when they take their vehicles in for service. The objective of the study is to measure retail performance pertaining to after-sales service. The study analyzes the processes that define the dealer experience and looks at convenience items such as days/ hours of operation, service location, and ease of scheduling an appointment.