Auto manufacturers and dealers to benefit from new Saudi survey

Auto manufacturers and dealers to benefit from new Saudi survey
Updated 22 January 2014

Auto manufacturers and dealers to benefit from new Saudi survey

Auto manufacturers and dealers to benefit from new Saudi survey

The Ministry of Commerce and Industry plans to conduct next week a second survey on customer satisfaction of the services provided by Saudi automobile agencies.
“The outcome of the survey will be published later and the ministry will discuss its findings with the local agencies and manufacturers to improve and develop their services,” said a ministry statement.
The results of the first survey that took place last June have already been published in the media.
“Local agencies and manufacturers showed their interest in the survey’s findings and wanted to improve their services.”
The ministry plans to conduct  surveys in January and June each year to monitor the performance of auto agencies and ensure improvement in customer satisfaction.
“We communicated  with automobile manufacturers to inform them on the results of the previous survey and requested their presence directly in the Kingdom to supervise and follow-up the performance of their agents to improve the level of customer service,” the statement said.
The previous survey showed that 61 percent of consumers were not happy with the level of services.
About 11 percent expressed satisfaction, while 28 percent of the participants said they were satisfied to some extent.
The ministry said the surveys are being conducted as part of its efforts to strengthen the automobile sector and ensure fair competitive environment.
The local agents are informed of the survey results in order to make them aware of their strong and weak points, so that they can develop and improve their business and services to boost consumer satisfaction.
“The ministry intends to provide the survey results to global corporations to keep them informed about the most prominent strengths and weaknesses of their agents in the Saudi market,” the statement said.
The survey will be conducted via a questionnaire, which consists of four main parts.
It begins with the consumer’s assessment of the level of service provided to him at sales outlets, followed by the evaluation of services at maintenance centers. The level of satisfaction with the services related to spare parts and customer services will also be assessed.