Chevy achieved a customer service satisfaction rating a few points above average in 2024 for the vehicle market in China, and also increased its final score somewhat above its 2023 rating, the J.D. Power 2024 China Customer Service Index (CSI) Study reveals.
While the auto industry average for the Mass Market sector was 767 points out of 1,000 this year, Chevy came in slightly above with a 770 rating, as shown by the J.D. Power CSI study results.
Chevy also slightly improved its customer satisfaction for service compared to last year, when it scored 765 points, five points lower than in 2024. While a difference of just 5 points out of 1,000 could be statistical noise, it could also show a genuine improvement in Bow Tie service, since many brands are actively improving their customer service in China. Furthermore, Chevy was also above average in 2023, with its 765 points well above the year’s Mass Market average of 753 points.
Chevy isn’t the only GM brand to rank above average in the Customer Service Index Study. Fellow mass-market brand Buick and premium brand Cadillac also beat the average in their segments by a notable amount. The only GM brand to fall short was Wuling, marketed by SAIC-GM-Wuling, a subsidiary jointly owned by The General, SAIC Motor, and Guangxi Auto.
Brands across the spectrum are improving their customer service in China for 2024 according to the study results. Digital service enhancements such as online reservations are especially appreciated because of their ease and increases in service process efficiency. Ann Xie, a consulting manager for J.D Power China, pointed out that “striking the right balance between cost control and customer satisfaction will be crucial.”
Service transparency is highly valued by Chinese auto owners, with full reveals of cost and access to live service status increasing satisfaction. Free benefits, especially free roadside assistance, is also a satisfaction booster and greatly increases purchases of paid benefits.
As for methodology, the study gathers owner feedback on customer service for vehicles purchased new within the past four years, focusing on service performed in the past 12 months. Ratings of six service factors – facility, team, diagnostics, quality, value and reservations – are combined to derive a final score for each brand. In all, 33,298 Chinese vehicle owners contributed their ratings to the study.
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Keep pulling in that communist money while screwing the American public with over priced cars and trucks……