• Growing Satisfaction rate of After- sales Services

      Growing satisfaction rate of After-sales Services

      According to the latest results, the customer Satisfaction of 700 is on a scale of 1000, which had a 3% growth year-on-year, said Sa’eid Tajik, the executive Vice President of Iran Standard & Quality Inspection who was the 18:30 TV program guest

      According to the latest results, the customer Satisfaction of 700 is on a scale of 1000, which had a 3% growth year-on-year, said Sa’eid Tajik, the executive Vice President of Iranian Standard & Quality Inspection who was the 18:30 TV program guest; He continued: One of the indicators that is important in customer Satisfaction with the After-sales service network is the amount of vehicles' defects fixed in the first visit to authorized agents. This was 75.5% in 2015 and is now standing at 79%; this means that in 2016, 79% of automotive problems have been solved on customers' first referral to authorized After-sales-service agents.

      Tajik, pointed that the Ministry of Industry, Mine and Trade, as per the laws of Consumers' Rights approved by the Islamic Consultative Assembly, is required to annually evaluate the After- sales Services of automotive manufacturing companies and the Iran Standard & Quality Inspection Company, as the main executive of the ministry, is in charge of carrying out the evaluations. He has also stated that the main indicators of these assessments include quality (agents' status, manpower skills and compliance with quality requirements of repairs), speed (how to supply spare parts as well as the network development of authorized agents), the cost of services (supervision on the received costs for spare parts and repairs) and also customer Satisfaction.

      Tajik continued: According to the latest assessment, the general compliance index with the consumer rights law was 65.6%, grown 10% in compare to the year 2015; nevertheless, none of these companies have achieved the 100% compliance yet. This could be due to the wide network of some automakers.

      The executive vice president of Iran Standard & Quality Inspection Company has stated that most discontents were because of the lack of spare parts, incomplete repair, few numbers of agents, and additional costs during the warranty period.

      Qanati, the General Director of Automobile and Power Engineering Industry, said that compliance with the law would increase the Satisfaction of customers year by year.

      He continued: "Satisfaction rates show a positive and growing trend, but we must try to achieve maximum Satisfaction."

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