Chevrolet finished first among 42 vehicle brands in the 2010 China Customer Service Index study by J.D. Power Asia Pacific. Chevrolet, a brand of Shanghai GM, scored 875 on a 1,000-point scale.
Now in its 10th year, the Power study measures satisfaction among vehicle owners who visit an authorized dealer service department for maintenance or repair work between 12 and 24 months of vehicle ownership, which typically represents a substantial portion of the vehicle warranty period. Five measures are used to determine overall satisfaction with dealer service: service quality, vehicle pickup, service initiation, service advisor and service facility. Overall satisfaction is reported as an index score based on a 1,000-point scale.
The Chevy finish is potentially significant since China is the now clearly the world’s largest auto market. GM has a growing presence there, and it is locked in a battle with VW Group for sales leadership. Record annual sales of 17 million are expected this year in China, a 25% increase from 2009.
Vehicle sales by General Motors and its joint ventures in China rose 22.2% on an annual basis in July to 176,645 units, a new record for the month. Sales growth by GM’s Shanghai GM joint venture remained especially strong, rising 42.1% on an annual basis to 80,269 units – also a record for the month of July.