Visit the service process, evaluate the service quality, 2021 Golden Wrench Service Secret Visit in Action, today take you to experience the after-sales service performance of FAW-Volkswagen and GAC Toyota 4S stores in the joint venture brand group.
In 2021, under the dual influence of the repeated epidemic and chip shortage, FAW-Volkswagen and GAC Toyota's sales in 2021 still have a good performance, becoming the top in the 2021 annual auto brand sales ranking, which has played a pivotal role in the development of China's auto market. In this issue, we have conducted a service secret visit for FAW-Volkswagen and GAC Toyota to see who can be better in the service field.
Please click on the video below to learn more about the service covert:
We randomly selected 2 brands of 4S stores in Beijing, and as the owners of Maiteng and Camry, we went to the store to experience the basic maintenance service of replacing the oil filter. The 2 4S stores visited are:
Hereinafter referred to as: Volkswagen Store, Guangfeng Store
The day before the secret visit, we made an appointment, and before entering the store, we also set up 6 inspection points on each car in advance in combination with the evaluation criteria to examine the professionalism and standardization of the after-sales service of the 4S store.
So whether the 2 4S stores are standardized and professional in the process of maintenance services, whether the charges are transparent and reasonable, and can they check out these inspection points and solve the faults? Let's wait and see.
Service process experience
Arrival reception
First of all, we inspected the reception link of the store, mainly focusing on the appointment pick-up and pick-up speed. Both stores have a dedicated pick-up area, and the Volkswagen store reserves a parking space for customers who make reservations. The service consultants of the Volkswagen store and the Guangfeng store picked up the car very quickly, and the service consultant of the Volkswagen store greeted us in advance to the maintenance reception area, so that we felt the courtesy of booking exclusive services, and the Volkswagen store had a discount on the working hours for the reservation customers. Guangfeng store does not have relevant preferential treatment.
Pick-up inspection and billing
During the pick-up inspection, the service consultants of the two stores used the three-piece pick-up set. The Guangfeng store uses a Pad to pick up the car, and the Volkswagen store uses a paper pick-up method to register the basic information of the vehicle and the owner.
For the external inspection, the Volkswagen store service consultant invited us to check together, record the damage to the body, and open the engine compartment cover and luggage compartment cover for inspection, and the oil level and spare tire were inspected. The service consultant of the Guangfeng store did not invite us to check together, did not open the engine compartment and luggage compartment inspection, and did not do a roundabout inspection. The service consultants of the two stores communicated with us about the use of the vehicle when picking up the car, and took the initiative to introduce us to some practical knowledge of using the car. In addition, the service consultant of Guangfeng store temporarily set up a WeChat group of group members including service consultants, maintenance technicians and car owners, and told us that any problems can be raised in the group at any time. At the same time, if the maintenance technician checks out any problems, it will also be synchronized to the group in real time.
During the billing process, the service consultants of the two stores introduced the maintenance items, oil types and charging details. The maintenance time of the Volkswagen store is estimated to be 2 hours, and the Guangfeng store is estimated to be 1.5 hours.
Waiting for maintenance
After the order was opened, the service consultants of the 2 stores told us that we could go to the guest rest area to rest, without guidance or introduction of the facilities and services in the guest rest area.
The guest lounge areas of the 2 stores are fully equipped, the environment is comfortable, drinks and snacks are prepared, and there are transparent workshops, so that customers can keep abreast of the maintenance process.
In terms of the actual maintenance time, both stores completed within the estimated time.
For the 6 glitches and inspection points we set up before entering the store, the volkswagen store finally solved all 6 faults. Guangfeng store solved 2, what was not solved was: insufficient antifreeze, insufficient spare tire pressure, blocked drainage, and missing triangle warning signs.
Settlement
At the time of settlement, the final maintenance cost of the 2 stores is consistent with the estimation of the service consultant, the statement has the details of the replacement parts, the price of the parts and the price of the working hour fee, the fee is transparent, and the service consultant of the 2 stores explains the charging situation in detail and accompanies us to settle.
Delivery link
In the delivery process, the 2 stores have a special delivery area, among which the service consultant of the Volkswagen store also took the initiative to show us the old parts and maintenance results, and explained the problems that were checked out to us, and the 2 stores put the remaining oil in our car.
Pre-set faults and resolutions
Overall evaluation
Overall, the two stores have shown a high level of service in the secret visit, and each has its own highlights. The appointment service, pick-up pre-inspection, settlement and delivery of the Volkswagen store are all in place, especially the 6 faults we set up are all eliminated, which is not common in our service secret visit, indicating that the service consultant pre-inspection process of the FAW-Volkswagen 4S store is standardized and rigorous, and the service consultant is enthusiastic and professional, but the maintenance time is slightly longer, and it should be further improved.
The maintenance WeChat group established by Guangfeng store enables technicians to send detection photos in time, so that the entire service process is more transparent, but the standardization and meticulousness of the implementation in the pre-inspection process need to be improved, especially the conventional oil level inspection related to the service life of the engine should be strictly enforced, in fact, the service consultant picks up the car as long as the engine canopy is clear at a glance.
In the end, according to the GES-150 evaluation standard of our Golden Wrench Service Secret Visit Survey, the overall score of the after-sales service of the Volkswagen store was 126 points, which was excellent. Guangfeng store has a comprehensive score of 121 points, excellent. From the perspective of user evaluation, the three star ratings of the after-sales service of the 2 stores are:
Golden Wrench Service Covert Visit Series