In an effort to enhance customer satisfaction, a variety of service products focused on customer convenience are being introduced.
Audi offers a pickup and delivery service for customers purchasing the 2024 model. This service is included in the consumable maintenance coupon CSP (Car Service Plus).
The pickup and delivery service is available for a total of 6 times over 3 years and can be booked through online or telephone reservations. This process eliminates the need for customers to drive their vehicles to the service center and wait until their inspection is complete. Audi Korea stated, “To enhance customer service satisfaction, we are providing the pickup and delivery service to all customers purchasing the 2024 model regardless of the model type.”
In 2022, Mercedes-Benz launched the industry-first CitNow service program. The CitNow program allows technicians to show customers a video of their vehicle’s condition before they leave their car at the service center for servicing. The technician confirms the vehicle’s status through video, creates an estimate, and easily explains diagnosis to the customer.
If a technician discovers any unusual issues while inspecting the vehicle, they will capture that area on video and verbally explain to the customer what was found and what actions are necessary. This information is sent to the customer via SMS or email, allowing them to check the vehicle inspection details by clicking on a link without needing to install a separate app. If customer approval is needed for additional work, estimates for each item are provided so that the customer can easily review them, and once the approval is clicked, the technician will proceed with the follow-up work.
Thanks to the CitNow program, customers’ understanding of their vehicles has greatly improved.
BMW offers a service called ‘Service Live.’ This is a representative non-face-to-face digital after-sales service for the BMW MINI, which provides customers with photos or videos of the vehicle inspection and repair process while their car is at the service center. Service Live promotes fast communication between customers and service staff through non-face-to-face interactions, significantly reducing repair times.
Volvo has been pioneering one-on-one matching between mechanics and customers through its Volvo Personal Service since January 2016. Mechanics form a two-person team to manage everything from vehicle reservations to repairs, inspections, consultations, and the delivery of the car, ensuring a seamless customer service experience. This customer-centric service drastically saves time and enhances convenience when using the service center.
Thanks to these differentiated services, Volvo achieved a remarkable feat in 2023, scoring 856 points, an increase of 10 points from the previous year in the Consumer Insight After-Sales Satisfaction Survey, securing the top spot among European brands for four consecutive years.
Jin Sang-hee daedusj@autodiary.kr