Mercedes-Benz Korea has announced that it ranked first in the ‘Import Car Dealership’ category and consecutively for four years in the ‘Certified Pre-Owned Import Car’ category in the customer touchpoint survey conducted by the Korean Productivity Center, ‘2024 Korean Industry Service Quality Index.’
The ‘2024 Korean Industry Service Quality Index’ evaluates the quality of products and services perceived by customers at touchpoints, surveying 140 companies and institutions across 34 industries through face-to-face interviews by the service evaluation teams from Seoul and five major metropolitan areas.
Mercedes-Benz Korea topped the ‘Import Car Dealership’ category with a high score of 97.1, providing a differentiated experience at customer sales touchpoints. This year’s evaluation awarded the highest scores in eight out of eleven assessment areas, including employees’ attitudes and expertise towards customers, as well as the sales environment, indicating its strong performance in essential service areas.
In response to this award, Lee Sang-guk, Vice President of Sales at Mercedes-Benz Korea, stated, “Thanks to continuous efforts across all customer touchpoint areas to deliver the best customer service worthy of our brand, we achieved this meaningful outcome of being ranked first for ten years in one category and four years in another. In the future, Mercedes-Benz will always prioritize customer satisfaction and continue to provide differentiated services and brand experiences.”
To ensure exceptional customer experiences and consistent brand value, Mercedes-Benz Korea has implemented the innovative consultation process and service digitalization concept known as ‘MAR 20X.’ Moreover, it operates specialized exhibition spaces for high-tier brands, such as the AMG Brand Center and Maybach Exclusive Lounge+, continuing its efforts to showcase the diverse attractions of its brand.
Additionally, based on a customer-centric philosophy, Mercedes-Benz Korea continuously provides training tailored to sales consultants in accordance with its German headquarters’ standards to convey the brand’s luxury value. Moreover, the company annually recognizes the individual and team employees with the best performance in sales and service based on comprehensive evaluations of customer satisfaction and service, thereby ensuring service quality and boosting the morale of its sales consultants.
In the ‘Certified Pre-Owned Import Car’ category, Mercedes-Benz Korea also achieved a score of 95, maintaining its position as the top company for four consecutive years. This continuous recognition since the category’s establishment in 2021 underscores its consistent provision of luxury and differentiated customer services in the certified pre-owned car segment. This year’s evaluation reflected high scores across various fields, including showroom facilities and staff proactivity.
Meanwhile, Mercedes-Benz Korea has also demonstrated its service competitiveness by receiving the ‘Global Best Brand’ award for seven consecutive years from the Korea Consumer Association, which recognizes businesses and brands with high customer satisfaction across quality, service, and pricing.
Lee Sang-jin daedusj@autodiary.kr