Chinese car brands are having a hard time meeting the needs of their customers in Mexico.
Its after-sales service has the lowest user satisfaction rate compared to other international brands, said the 2024 Customer Satisfaction Index prepared by JD Power.
Japanese shipowners scored the highest in satisfaction. Gerardo Gómez, general director of the consulting firm, said satisfaction was based on the frequency with which distributors successfully performed service work the first time.
In an interview, he noted that 98 percent of vehicle owners in Japan said the job was done correctly the first time they went to the dealer, while only 93 percent of vehicle owners in China had the same experience.
“Chinese brands come in a bit of a rush to want to sell, to exploit the market, and not because they put it in the background, but they give a break to the service workshops, because they start selling very quickly. I think they have less solidified the customer service process,” he said yesterday. Gómez highlighted that the brands that offer the lowest-priced cars also have the lowest satisfaction, because although Chinese brand vehicle owners spend the least money, after-sales service does not meet the needs of their customers. “16 percent of customers who own a Chinese brand vehicle say they would not return to the dealership for service (the highest proportion among all brands of origin) despite spending much less money on that service,” he concluded.
