GM’s Wuling Ranks Last In J.D. Power 2024 China Customer Satisfaction Index Study

The satisfaction of customers in China with the service experience offered by GM subsidiary brand Wuling is the lowest of any automotive brand for the latest model year, according to the J.D. Power 2024 China Customer Service Index (CSI) study.

The CSI study by J.D. Power shows Wuling ranking at the bottom with a score of 740 points out of a possible total of 1,000, well below the Chinese Domestic Brands segment average of 765 points, as the following chart shows.

Wuling’s rating of 740 not only makes it the lowest-rating brand among Chinese domestic automakers, but also puts it at the bottom of the Mass Market Brands category, too.

The segment average customer service satisfaction score for Mass Market vehicles in China is currently 767, and nineteen other brands rate higher than Wuling, but still below average, putting the GM marque in twentieth place below the average rating. Meanwhile, one General Motors brand, Buick, rates above average with a 776 score.

The study collects feedback from Chinese vehicle owners about the service experience at dealerships of each of the numerous brands included in the research. These vehicle owners are surveyed on their satisfaction with six different facets of service, including the facility, the service team, the “welcome” to the site and diagnostic procedures, the quality of service, its value, and the process of making a reservation.

Automakers have managed robust increases in service quality satisfaction since 2023. Making services and information available through digital channels also helps customers feel better about a brand’s service. J.D. Power China consulting manager Ann Xie remarks that companies “need to actively adapt to market changes by building efficient digital service systems that reduce costs while also enhancing the customer experience.”

Xie also points out that online conveniences and savings offered to EV customers have made ICE vehicle owners expect similar treatment by service departments. Additionally, customers who are given free benefits are more likely to buy extra paid benefits and accept higher prices for them, making “freebies” a profitable strategy for car brands.

Meanwhile, Wuling recently debuted the second generation of its popular Wuling MINI EV minicar with significant styling changes, a five-door configuration, and better aerodynamics.