China Customer Service Index (CSI) Study

Publish: October 2020

The study analyzes the service experience of customers who own their vehicles for 13 to 48 months at an authorized dealership. The car owners give a comprehensive comment on the whole maintenance / repair process according to their service experience. The study reveals the strengths and weaknesses of different dealers’ after-sales service, customer satisfaction with service and the corresponding short-term and long-terms influences.

The study presents information on aftermarket satisfaction from the industry level, which helps auto brands make analyses and comparisons from various dimensions, find out their weaknesses, examine development trends and therefore establish a practical tactical plan to improve overall service.

In 2020, CSI Study will restructure the after-sales satisfaction model and cover more service touch points. We will design new attributes according to the key appeals of after-sales customers and new diagnostic questions according to the service touch points at the after-sales stage, examine their intention to purchase the brand again and its relationship with satisfaction score.

The study examines satisfaction in six measures of service experience:

  • Service Reservation
  • Welcome & Diagnosis
  • Service Facility

  • Service Value

  • Service Quality

  • Service Team

The Benefits

Study subscription will provide access to the tools needed to gain a comprehensive, in-depth understanding of the specific service problems that owners have experienced with their vehicle and how this impacts their level of satisfaction. Specifically, the study examines:

  • Drivers of increased service satisfaction and retention
  • Benchmark service performance of industry leaders
  • Competitive analysis of service satisfaction between aftermarket and OEM dealers
  • Annual customer service expenditures by service category
  • Customer-pay vs. in-warranty share of visits
  • Detailed performance ratings of key drivers of satisfaction and retention
  • Degree to which service work was performed right the first time

More About the Study