Kia 2002 Annual Report Download - page 12

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Kia Hyundai GM-Daewoo
60
58
56
54
52
50
48
The Q-Service brand has secured Kia’s position
as the premier customer service provider in Korea.
��� M aintenance and repair services have been upgraded to include free car cleaning and technician ID system.
��� Kia is taking full responsibility for maintenance and repair, becoming Korea’s first automaker to pay
compensation for customer complaints.
��� The rating system for after-sales service subcontractors has been tightened and parts supply system improved
for greater customer convenience.
��� On-site training at after-sales service locations is complemented by programs at company facilities for
hands-on skills and related technology.
Af ter-Sales Service
2002 KIA MO TO RS AN N UAL REPORT
2021
High-quality customer service is
a prerequisite for global success
Korean Standards Associations Service Quality Index
Source : Korean Standards Association
Korean Customer Satisfaction Index
Source : Korea Management Consultants Association
� Service Satisfaction in Korea
Kia Hyundai GM-Daewoo
54.6
57.3
54.6
26.5%
2000 2001 2002
65
60
55
50
45
40
35
41.7
54.1
44.5
63.4
39.8
50.8
52.0
55.1
54.7
In 2002, Kia w orked hard to offer the best service in Korea and strengthen its service image. M ore than 2,000 after-sales serv-
ice technicians make up a nationw ide netw ork that provides top quality service for maximum customer satisfaction. Kia scored
the highest among domestic automotive service companies on both the Korean Customer Satisfaction Index (KCSI), conducted
by the Korea M anagement Consultants Association, and the Korean Standards Association’s Service Quality Index (KS-SQI) in
2002.
Kia launched Q-Service to elevate its customer service image in 2002. The new brand includes service upgrades, including free
car cleaning and service technician identification verification, as w ell as the industry’s first pledge to compensate dissatisfied cus-
tomers. Satisfaction w ith after-sales maintenance or repair can be reconfirmed by the customer via text messaging services.
Kia vehicle owners can receive service at the nearest Car Clinic in a netw ork that covers the entire country, and the parts sup-
ply system has been improved to save time. The rating system for subcontracted maintenance and repair shops has been tight-
ened, and technicians receive training from Kia to ensure customers only get the best quality service.
Kia’s ongoing “ Basic” campaign creates the environment for top quality services; regular inspections are made to ensure main-
tenance and repair facilities are kept clean and pleasant.
On-site training is given at after-sales service centers. Kia also provides training aids and manuals, runs a training facility to
impart hands-on experience, and has opened a pilot program for maintenance and repair technology.
In 2003, marketing of the Q-Service brand w ill be intensified, w hile various new services w ill be developed to keep Kia at the
top of the domestic customer satisfaction rankings for the industry.