At the recent "2008 Best Dealers Awards" in Shanghai, representatives from Mercedes-Benz nationwide authorized dealers came together to witness the industry-leading customer service delivered from the three-pointed star.
The occasion served as a celebration to recognize dealers for their excellent performance in 2008. Nine dealers from Northern, Southern and Eastern regions received top honors for their remarkable accomplishments. Among the winners, three dealers - Taiyuan Star Automobile Sales & Service Co., Ltd., Nanjing Star Automobile Service Co., Ltd. and Yunnan Prime Star Vehicle Service Co., Ltd. - have excelled in the areas of finance, vehicle sales, service parts and accessories sales and customer satisfaction to earn the prestigious "Mercedes-Benz 2008 Best Dealer" Award.
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Bringing home the title of "Best After-sales Customer Satisfaction", were Qingdao Sanhe Automobile Sales Co., Ltd., Shanghai Star Automobile Service Co., Ltd. and Shantou Junrong Motors Sales Service Co., Ltd.
The inclusion of customers' feedback in the award winner selection demonstrated the degree of importance that Mercedes-Benz and its dealers place on the opinions of their customers. During his address to guests at the award ceremony, Mr. Klaus Maier, President and CEO of Mercedes-Benz (China) Ltd. said: "Our dealers have achieved this because we are clear in our approach: we listen to and learn from our customers. Thus, when our customers come to Mercedes-Benz they know they are receiving more than a product or a service - they are enjoying a life long relationship with us."
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Fostering a closer relationship with customers through its star-quality service has undoubtedly formed an imperative part of Mercedes-Benz's strategy on China market. The brand's impressive year-on-year growth of nearly 30% in the first quarter of 2009 - a figure which far surpasses its competitors - can be accredited in part to the unparalleled service that Mercedes-Benz provides.
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Mercedes-Benz has been active in expanding its dealership network nationwide to bring efficient and convenient service closer to its customers. To date, Mercedes-Benz has established over 120 authorized sales and service centers across Mainland China, covering major first- and second-tier cities. Mercedes-Benz is also exploring markets in third-tier cities and plans to expand its dealership at a rate of 20% in 2009.
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Furthermore, Mercedes-Benz and its dealers also launched a Roadside Assistance Program in Mainland China, which includes a free nationwide hotline service, all-year-round 24-hour roadside assistance and repair service, and a driver replacement service for continuation journeys - clearly reflecting Mercedes-Benz's comprehensive star care for its Chinese customers.
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Thus, it comes as no surprise that Mercedes-Benz's service excellence receives frequent industry praise for its superior service, most recently achieving the highest ranking in the J. D. Power Asia Pacific 2008 China Customer Satisfaction Index (CSI) - with a total score of 854, which is far ahead of the industry average of 815. Compared to other brands surveyed, Mercedes-Benz scored the highest in six out of the seven factors of dealership performance attributes measured in the study.
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