In the 2023 rendition of the J.D. Power China Customer Service Index Study, Buick was ranked well above the segment average, indicating that Chinese Tri-Shield brand consumers were very pleased with their vehicle overall.
According to the 2023 J.D. Power China Customer Service Index Study, Buick was ranked 5th overall with a score of 768 out of a possible 1,000 points in the mass-market brands segment. This places the Tri-Shield brand between Geely and Chery, which each earned 771 and 767 scores, respectively.
It’s worth noting that the segment average stood at 753 points.
There were several key findings in the study, including:
- ICE-powered vehicles need more app operation: ICE vehicles have a daily app usage of 8.7 percent, while EV apps boats a daily use rate of 32.4 percent
- Service packages significantly improve customer satisfaction: Satisfaction averages 782 among customers with a service package who paid for service, but declines to 759 among customers without a service package who paid for service
- First-time purchasers are more likely to receive service recommendations: Satisfaction is two points higher than that of first-time purchasers who do not receive recommendations
- Three signs of customer loss: Customers who have used unauthorized stores for routine maintenance, general repair or accident car repair are more likely to be lost to authorized dealerships
“We find that owners of internal combustion engine (ICE) vehicles in China have higher service expectations and it is becoming more difficult to improve overall satisfaction among this group of owners,” J.D. Power China Digital Retail Consulting Practice General Manager Ann Xie claimed in a prepared statement. “With the continuous innovation in service of new energy vehicles (NEVs), such as the digital reservation, service package, membership integrating system and service benefits. Owners of ICE vehicles have higher expectations for services, and how to further improve service satisfaction has become a challenge.”