Volvo Korea Ranks No.1 Among European Cars in Consumer Insight Service Satisfaction

[Asia Economy Reporter Suyeon Woo] Volvo Cars Korea announced on the 8th that it ranked first among European brands in the service satisfaction (CSI) category in the '2020 Annual Automobile Planning Survey' conducted by the professional research firm Consumer Insight.

This survey was conducted in July targeting 34,697 respondents who had used direct, designated, or partner maintenance service providers within the past year, out of a sample of 99,811 car owners. The survey items consisted of 27 questions across five categories: service center reception/accessibility and environment, procedures, results, and brand.

As a result, Volvo Cars scored a total of 829 points, ranking first among all European brands including German automakers. This represents a significant increase of about 17% from 711 points in 2013, far exceeding the average scores of imported cars (799 points) and the industry average including domestic cars (801 points).

In particular, the expansion of service centers from 14 nationwide in 2014 to 27 in 2020, the provision of the industry's longest 5-year or 100,000 km warranty and maintenance for all models since 2015, and the introduction of Asia's first vehicle personal doctor service, 'Volvo Personal Service (VPS)', in 2016, were highly evaluated.

Additionally, aggressive investments to enhance customer satisfaction, such as a 191% increase in work bays compared to a 127% increase in domestic registrations over five years, drew attention, resulting in Volvo ranking second in service satisfaction among all car brands including domestic and imported cars.

Moreover, in the 'product satisfaction' survey conducted among 10,977 customers who purchased new cars within the past year, based on overall vehicle usage experience including design and performance, Volvo Cars scored 879 points, overwhelmingly ranking first among all domestic and imported brands. The average score for domestic cars was 786 points, and the average for imported cars was slightly higher at 811 points.

Lee Yun-mo, CEO of Volvo Cars Korea, said, "This result is even more meaningful as it reflects feedback from those who have actually experienced it," adding, "We will continue efforts and investments to grow as a brand that shares new values of life beyond just a means of transportation."

This content was produced with the assistance of AI translation services.