Chery Adopting A User-Centric Service Concept For Malaysia

Chery getting all geared up for its Malaysian revival

Chery has been active lately dropping teaser marking its anticipated revival in the Malaysian market. It is now promising a strong commitment in delivering quality by adopting a user-centric approach for the Malaysian market to continuously improve on its service quality and customer satisfaction.

This approach is based on the Customer Satisfaction Index (CSI) method in ascertaining how well customer expectations are met. It is done through meticulous survey design, pre-survey preparation, implementation and continuous improvement of research weaknesses.

Chery plans foster closer ties with its customers, by understanding their lifestyles needs and wants to fine tune its customer experience and loyalty delivery. Besides this, Chery will deploy its OTA (over-the-air) data platform to provide customers with remote vehicle diagnostics and provide services and solutions via cloud technology.

By doing so, around-the-clock support can be provided to Chery’s customers with quick issue resolution turn-around time, and any service appointments can be made directly online by the customers. All social media feedback is also constantly tracked and engaged to boost trust and confidence in the brand.

Chery’s global technical team has benchmarked multiple leading automotive players since 2002 and has carried out numerous global service skills competitions to upskill its technical employees and forge high-quality talents. Technical elites from Brazil, Chile, Argentina and Egypt would compete on the same stage in-line with Chery’s global competitiveness in after-sales technology and services.

According to the recent JD Power release in July, Chery is hanging on to its second spot in sales satisfaction amongst Chinese brands in the 2022 China Sales Service Satisfaction Study (SSI). JD Power’s 2022 New Car Attractiveness Index Survey Report, sees Chery improve by eight places to rank 15th amongst mainstream brands, with the Arrizo 6 Pro winning the mid-size sedan category and the Tiggo 8 Pro Max ranking second in the mid-size SUV segment.

In the Malaysian context, Chery would like to draw upon its global experience and offer top-notch quality and user-centric service thru its nationwide sales and after-sales network be it with regards software or hardware optimisation as well as competitive service policies. Chery will continue its user engagement in Malaysia through extensive market research to understand their ever changing needs and wants in order best serve them.