Visit the service process, evaluate the service quality, 2021 Golden Wrench Service Secret Visit in Action, today take everyone to experience the after-sales service performance of Dongfeng Nissan, SAIC-GM Buick and SAIC Volkswagen 4S stores in the joint venture brand group.
The three brands belong to the three camps of Riide and Germany, Dongfeng Nissan, SAIC-GM Buick, SAIC Volkswagen are obviously affected by the lack of core and the epidemic, and the sales of the three brands have declined to varying degrees year-on-year. In the case of unable to complete the expected sales, after-sales service is particularly important, not only related to the brand image, but also good after-sales service can also make up for the loss of revenue from the decline in sales to a certain extent. The after-sales service of the three brands has its own characteristics, dongfeng ri industry pioneered pad pick-up, SAIC-GM Buick was the first in the industry to release service brands, SAIC Volkswagen first established a brand special maintenance station network, cultivated a large number of talents for the industry, and provided many conveniences for its subsequent entry into China's automobile brands. So this Rimei after-sales service competition, in the end, please follow the Golden Wrench service secret visit into the 4S store to experience.
Please click on the video below to learn more about the service covert:
We randomly selected 3 brands in 4S stores in Beijing, and as the owners of Tianlai 2.0, Buick GL8 and Tuon, we went to the store to experience the basic maintenance service of replacing the oil filter. The 3 4S stores are:
Hereinafter referred to as: Nissan store, Buick store, Volkswagen store
We made an appointment the day before the secret visit, and the Volkswagen Store also designated a dedicated service consultant for us at the time of booking. Before entering the store, we also set up some small faults and inspection points on the vehicle in advance according to the evaluation standards, in order to examine the professionalism and standardization of the after-sales service of the 4S store.
Service process experience
Arrival reception
First of all, we inspected the reception link of the store, and the 3 4S stores have a special pick-up area. In terms of reservation service, the Volkswagen store arranged an exclusive service consultant to pick up the car, and we enjoyed the exclusive reservation service. Nissan shop and Buick shop are not, we need to enter the store to find a service consultant to pick up the car, from the pick-up time, Nissan shop within 3 minutes to pick up, Buick shop within 5 minutes to pick up, Volkswagen store to the store immediately carried out the pick-up.
Pick-up inspection and billing
In the pick-up pre-inspection link, the service consultants of the three 4S stores all used the three-piece set of pick-up, and the service consultants of the Nissan store used pads when picking up the car, recorded the mileage and fuel volume in detail, and invited us to conduct vehicle appearance inspection. The service consultant of the Volkswagen store pre-inspection is relatively in place, the pre-inspection process is standardized, the inspection is comprehensive, and we are also invited to carry out the in-car inspection and the roundabout inspection together, and remind us of the lack of antifreeze and the loss of the triangle warning sign when inspecting the engine compartment and the luggage compartment. Service consultants at the Buick shop also inspected the engine compartment and spare tires.
In the process of opening the order, the service consultants of the Nissan store, the Buick store and the Volkswagen store all took the initiative to introduce the maintenance project and the type of oil, and estimated the maintenance price and time, the Nissan store estimated 1 and a half hours, the Buick store estimated 2 and a half hours, and the Volkswagen store estimated 2 hours.
Waiting for maintenance
After the order was opened, the service consultants of the 3 4S stores told us that we could go to the guest rest area to rest, without guidance or introduction of the facilities and services of the rest area.
The guest lounges of the 3 4S stores are fully equipped, the environment is comfortable, and drinks are also prepared, among which the service staff in the guest rest area of the Buick store is more enthusiastic. 3 4S shops are equipped with transparent workshops, Nissan stores, Buick stores are using electronic transparent workshop system, easy for car owners to observe the maintenance process, of which the nissan store electronic transparent workshop system can see their vehicles through the touch screen where the workstation and circulation of their vehicles, at a glance. The transparent workshop of the public store is located on the second floor, with a wide view, and the maintenance process is clearly visible through the floor-to-ceiling glass curtain wall.
In terms of actual maintenance time, Nissan stores used about 1.5 hours. The Buick shop lasted 2.5 hours. The Volkswagen store is 2 hours, which is basically the same as the service consultant's estimate.
For the 6 small faults and inspection points set up by each car before we entered the store, after our inspection, the Nissan store solved 3, and the unresolved faults were: insufficient spare tire pressure, loss of triangle warning signs in the car, and headlight failures; Buick shop solved 4, and the unresolved faults were: the loss of the triangle warning sign in the car, the blockage of the sunroof drain; the volkswagen store solved 5, and the unresolved faults were: the height adjustment of the water spray port.
Settlement
At the time of settlement, the final maintenance cost of the three 4S stores was consistent with the estimate of the service consultant, and the statement stated the number of replacement parts, the number of working hours and the breakdown of the cost.
Delivery link
In the delivery link, the 3 4S stores are in place, there is a special delivery area, the old parts are displayed, the delivery process is standardized, of which the Nissan store also handed over the remaining oil, and showed us the amount of oil refueled at the scene.
Pre-set faults and resolutions
Overall evaluation
Overall, the service of these 4S stores is generally good, basically showing a three-legged trend. In terms of service experience, the transparent workshop and delivery experience of the Nissan store is very good, the service in the guest rest area of the Buick store is in place, and the public store is relatively balanced in all aspects. In terms of maintenance professionalism, the 3 4S stores are not much different, and the pre-inspection process of the public stores is relatively in place. In terms of fee transparency, the three brands have achieved clear price marking, so that car owners understand consumption.
In the end, according to the GES-150 evaluation criteria of our Golden Wrench Service Secret Visit Survey, the comprehensive score of the After-sales Service of Nissan Store was 112 points, the comprehensive score of Buick Store was 116 points, and the comprehensive score of Volkswagen Store was 110 points, all of which were good! From the perspective of user evaluation, the three star ratings of the after-sales service of the three stores are:
Golden Wrench Service Covert Visit Series