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To improve after-sales service, Proton will rank its dealers, monthly Top 5 to be published on its website

Arvind · Jun 4, 2024 09:45 AM

To improve after-sales service, Proton will rank its dealers, monthly Top 5 to be published on its website 01

Proton has launched a 5-Star after-sales rating initiative aimed at enhancing the level of after-sales service and increase competitiveness across all its its nationwide outlets.

This new initiative will recognize dealers who achieve outstanding service quality, building on the Proton Operational Excellence (POE) programme that was introduced in March 2023.

The 5-Star Rating is awarded based on POE scores and service quality, with service evaluated in categories such as speed and compliance over 6 focus areas. The goal is to manage customer concerns effectively and deliver better customer experiences.

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Also read: Proton Operational Excellence initiative to ease after-sales woes; larger stock of parts, fast service bays, and more

To improve after-sales service, Proton will rank its dealers, monthly Top 5 to be published on its website 01

Proton's POE initiative emphasizes strict adherence to service processes, technical competency, stock inventory, and customer management. Monthly assessments provide feedback to dealers, highlighting their performance within the network. The After-Sales Division collaborates closely with outlets to enhance service levels, hosting quarterly roadshows to recognize top achievers and share best practices.

With the beginning of the 5-Star Rating initiative, 5 dealerships will be awarded the top accolade every month, marking them out as Centres of Excellence for after-sales and customer service.

To ensure parity and participation from its dealer network, KPI’s for the initiative are set based on feedback from all outlets as well as after benchmarking of best practices from other manufacturers.

To improve after-sales service, Proton will rank its dealers, monthly Top 5 to be published on its website 02

The launch event was held at Melinau Auto in Kuching, one of the top three Proton outlets to meet all requirements for the 5-Star accolade.

“At Proton, we believe that delivering a high level of after-sales service sets us apart from rival brands. We will continue to invest in our customer service and after-sales operations to ensure the highest levels of satisfaction,” said Roslan Abdullah, Chief Executive Officer, Proton Edar.

To improve after-sales service, Proton will rank its dealers, monthly Top 5 to be published on its website 03

Following the launch of the initiative, the list of 5-Star rated outlets will be published for customers on Proton's website, accompanied by a distinctive badge for dealership recognition.

Arvind

Senior Writer

Arvind can't remember a time when he didn't wheel around a HotWheels car. This love evolved into an interest in Tamiya and RC cars and finally the real deal 1:1 scale stuff. Passion finally lead to formal training in Mechanical Engineering. Instead of the bigger picture, he obsesses with the final drive ratio and spring rates of cars and spends the weekends wondering why a Perodua Myvi is so fast.

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