Roewe beats BMW in 2009 JD Power Customer Service Index Study


In the 2009 JD Power Customer Service Index Study, which can be downloaded here in PDF format, Guangzhou Auto-Honda JV came top of the pile in the Chinese automarket. The Customer Service Index Study is split over the following 5 areas:

  1. Service Facilities
  2. Service Quality
  3. Vehicle Pickup
  4. Service Initiation
  5. Service Advisor

The top 18 auto manufacturers (the 19th being the Industry Standard) in the Chinese market appear to be joint ventures between foreign auto makers and Chinese players, but Roewe stands out as the only fully Chinese owned and run company that has managed to get into the top 18.

  1. Guangzhou-Honda
  2. Lexus
  3. Mercedes Benz
  4. Roewe
  5. BMW
  6. Dongfeng Honda
  7. Dongfeng Nissan
  8. Dongfeng Citroen
  9. GM-Chevrolet
  10. Audi
  11. Guangzhou-Toyota
  12. Buick
  13. FAW-Toyota
  14. Beijing Hyundai
  15. Skoda
  16. Dongfeng Peugeot
  17. FAW-VW
  18. FAW-Mazda

A 1000 points were awarded over each of the five areas, Guangzhou-Honda (Guangqi-Honda) were awarded the most by owners who had owned their cars over a period of 12 to 24 months. SAIC’s Roewe brand has performed very well, especially for a brand that has only been around for 3 years at the most in the Chinese market only.

ash 010 web avatar Roewe beats BMW in 2009 JD Power Customer Service Index Study

Ash

Ash came to China at 18 on a whim and never left. Some 10 years later he collected a degree and a family along the way and now focuses his time on watching the Chinese car industry develop. He has witnessed the market change from being minor backyard market in to the world's biggest and most important market for all car manufacturers. You can contact or connect with him via Linkedin by clicking the 'Website' link.

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9 Comments so far, please add your thoughts!

  1. avatar mark says:

    Impressive performance by Roewe. I thought though I read or heard something at one time about poor performance from their dealers. Any news though on the reliability of Roewe cars? I heard there were electrical problems with the 550.

  2. avatar CCT says:

    I heard similar, but obviously Roewe are leaping ahead of established marques like BMW and Toyota. Its quite frankly amazing that they’ve managed to do it so quickly.

  3. avatar Christian Davis says:

    But remember the Roewe’s and MG’s are being designed and engineered by ex Ricardo engineers in the UK. But the build quality is there and that’s Chinese….

    • avatar CCT says:

      But then again, engineering doesnt come into it here, the factors are split over:
      1. Service Facilities
      2. Service Quality
      3. Vehicle Pickup
      4. Service Initiation
      5. Service Advisor

      Nothing about car quality at this stage. Roewe trumps BMW, a good day for all.

  4. avatar barney says:

    where are the other chinese companies? chery? byd? why do they not even rank?

    • avatar Rick in China says:

      Do you really have to ask that question?

      Notice #19 is “industry average”. Everything below industry average does not rank.

  5. avatar Ed says:

    wow! good job Roewe!

  6. avatar Col. Stuart says:

    I am an ex The Austin Motor Company and BMC man living now in Germany and Spain! Ole!

    Having tried and driven new Roewe 750s in business visits to Shanghai, Nanjing and Ningbo I can confirm they are top cars in all respects. They are certainly very well engineered and excellent value for money.

    I especially like the cars with the beautifilly made leather upholstery – wonderful luxury at a very modest price!

    At the same time they look great and have a timeless elegance like a Burberry or DAKS suit or OMEGA watch. Keep up the good work dear Roewe!

    Only problem? When can we have some of your delightful automobiles in the UK, Germany and Switzerland please Mr Roewe?

  7. avatar hk says:

    Roewe is for China’s market ONLY.
    It is MG that will be available in the West.

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