After-Sales Service Evaluation in the Automotive Industry
After-sales service is one of the key components of the automotive industry’s service chain, and its quality has a direct impact on customer experience and how vehicles are used throughout their service life. After-sales service evaluation is conducted to assess the status of service provision by vehicle manufacturers/distributors and after-sales service intermediaries, as well as the performance of authorized dealer and repair shop networks. This evaluation covers indicators related to the quality and manner of service delivery, the condition of repair facilities and equipment, the supply and distribution of spare parts, repair and maintenance processes, roadside assistance services, and customer responsiveness. In addition to providing an overview of the performance of companies and their service networks, the results of these evaluations serve as a basis for identifying areas for improvement and enhancing the quality of after-sales services.
Projects and Services in This Area:
- Periodic inspection and evaluation of after-sales services provided by vehicle manufacturers/distributors and their service systems.
- Annual evaluation of authorized after-sales service dealerships and assessment of the performance of dealer and repair shop networks under their coverage.
- Evaluation and preparation of after-sales service adequacy reports for companies applying to import vehicles, with the aim of assessing the capacity and infrastructure required to provide after-sales services.
- Evaluation of the initial granting and renewal of after-sales service dealerships in terms of compliance with the required requirements and availability of necessary facilities and equipment.
- Evaluation of spare parts stores and assessment of the status of supplying and providing the parts required by the service network.
- Evaluation and validation of standard repair times for vehicles covered by vehicle manufacturers and distributors
- Evaluation of repair centers covered by automotive roadside assistance companies.
- Evaluation of independent automotive repair centers.
- Evaluation of after-sales service centers for electric vehicles.
- Evaluation and ranking of mobile roadside assistance and on-site service.
- Visible and covert monitoring of mobile roadside assistance services and assessment of how services are provided on-site.
- Evaluation of Nowruz roadside assistance services provided by automotive service companies.
- Competency assessment of authorized dealership personnel in the use of equipment and technical instructions.
- Inspection of management headquarters and after-sales service dealer networks in the automotive industry based on Iranian National Standard No. 19117.
- Identification of outstanding after-sales service dealerships across the country based on the ISQI NEXT Excellence Model.
- Diagnosis and identification of deficiencies and vulnerabilities in the after-sales service network using specialized methods and models.
- Preparation of periodic and annual reports on the performance and ranking of companies and after-sales service dealerships.
In accordance with the Guidelines on the Terms and Conditions of After-Sales Services in the Automotive Industry, the after-sales service systems of vehicle manufacturers/distributors are evaluated on a semi-annual basis, while their authorized dealerships are evaluated annually.
Contact Numbers:
021-43904120
021-43904121
021-43904122
021-43904123
021-43904124
021-43904129
021-43904135
