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China Service Loyalty Study (SLS)

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Service loyalty

The study measures loyalty toward the authorized dealership (or other non-authorized dealerships / maintenance shops) among 37 to 48 new vehicle owners, based on their service experiences in the past 12 months. The study provides essentials insights about vehicle owners’ satisfaction, recommendation and loyalty toward the dealership. The objective of the study is to understand the factors triggering vehicle owners’ patronizing of the purchased dealership for after services, and to forecast their re-purchase behavior in the future.