Chevrolet Middle East has just announced its new Customer Care Pledge, revamping the way that it and its dealers support customers and their vehicles after the initial purchase.
The result of extensive research, focus group insights, as well as customer feedback and suggestions, Chevy’s new pledge focuses on the areas of convenience, trust, and roadside assistance.
The research showed that the number one thing people wanted was convenience. As a result, Chevrolet now guarantees that customers can get an appointment at a Chevrolet service center within two days and that scheduled maintenance on their vehicle will only take 60 minutes.
The element of trust was also a key insight from customers.
Chevy wants customers to trust that it will keep the cost of ownership (read: service and maintenance) competitive and transparent. As such, dealers will openly display schooled maintenance prices at service centers, and notify customers what the cost of the service will be so that they are fully aware of the costs before any work begins.
In addition, the new initiative reaffirms that only genuine GM and ACDelco parts will be used in performing service.
“We want our customers to trust in the quality of our vehicles and services, which is why Chevrolets carry a three year manufacturer’s warranty, and we guarantee that only genuine GM and ACDelco parts will be used,” said Al Fayyad.
As part of the Chevrolet Complete Care packages, Chevrolet also extended its four-year, 24/7 roadside assistance program to be region-wide.
A Human Side To Chevrolet
As part of its Complete Care initiative, Chevrolet also wants people to know that besides being a leading global automotive brand, it also has a very human side run by real people making real promises:
“We don’t want to be viewed just as ‘a company’ or ‘a brand’. Chevrolet is made up of real people who are making real promises to real customers to care about them, their vehicles and their communities. This is the Chevrolet Complete Care pledge,” said the Mohammed Al Fayyad, Customer Care and Aftersales Director for General Motors Middle East.
Fayyad, who was appointed to the role in July, added: “We wanted to show, not just tell our customers that we care. One of the ways we did this is was by listening intently to what customers wanted from their ownership experience. We let the voices of our customers drive what we would include in our new aftersales program”.