THACO AUTO honors dealerships with excellent customer service in 2023

THACO AUTO recently held a ceremony to recognize car service centers across their Kia, Mazda, Peugeot, and BMW brands for achieving exceptional customer satisfaction in 2023 with the "Excellence in Service Customer Satisfaction" title.

In 2023, THACO AUTO conducted a service quality survey across 149 dealerships, gathering over 100,000 valuable customer responses, in which prompt answers to customers' comments, complaints, and support requests are solid grounds to identify areas for improvement and guide ongoing service upgrades for their service centers.

THACO AUTO's major brands (Kia, Mazda, Peugeot, BMW) shone in 2023, exceeding customer satisfaction targets (OSAT/NPS). Kia led the charge with a score of 93.7 (OSAT), exceeding their goal. Peugeot (NPS: 92.4) and BMW (NPS: 94.0) also surpassed expectations. Mazda met their target with a score of 80 (NPS). The survey additionally revealed a significant improvement in service quality, with many representatives praised for exceeding expectations compared to 2022. Here are the Top 3 excellent dealerships awarded from each brand.

NPS (Net Promoter Score) is used to gauge customer loyalty and likeliness to recommend the business to others.

OSAT (Overall Satisfaction) measures the level of customer satisfaction with the products or services from a company.

In the passenger car parts service business, a successful service workshop hinges on customer satisfaction during warranty, maintenance, repair, and car care experiences. Several key factors contribute to this satisfaction: a positive service attitude, well-maintained facilities, skilled technicians, top-quality spare parts and reasonable service costs.

THACO AUTO's showroom and service workshop staff are committed to earning customer trust and loyalty. They consistently achieve set goals, meticulously adhere to regulations and service protocols, and demonstrate a genuine enthusiasm to serve, creating a welcoming environment where customers feel valued, respected, and confident in their decision to choose THACO AUTO for their car's needs.

Để có được sự tin yêu từ khách hàng, đội ngũ nhân sự THACO AUTO tại các showroom, xưởng Dịch vụ luôn nỗ lực hoàn thành các mục tiêu đề ra, tuân thủ nghiêm ngặt các quy định, quy trình dịch vụ với tâm thế sẵn sàng, tận tâm phục vụ. Từ đó, khách hàng cảm thấy được quan tâm, chăm sóc chu đáo và tin tưởng lựa chọn hệ thống xưởng dịch vụ của THACO AUTO. 

"Excellence in Service Customer Satisfaction 2023" award for the most excellent Kia, Mazda, Peugeot and BMW dealerships nationwide

Mr. Tran Vu Son, THACO AUTO Vice President, Passenger Car Service and Development Business Division said: "This award ceremony is a celebration of the tireless efforts of our dealership staff – service consultants, technicians, and customer care personnel. Their dedication directly contributes to exceptional service quality, outstanding customer satisfaction, and the long-term success of our passenger car service centers' parts business. By recognizing these achievements, we reaffirm THACO AUTO's commitment to delivering superior value to our customers through our products, services with a dedicated serving spirit."

Throughout 2024, beyond ongoing human resource training programs, THACO AUTO is committed to the nationwide deployment of consulting services. The ultimate goal is to empower every employee within the company network to transform into a brand ambassador, ensuring that each service workshop consistently becomes a true companion to customers.