Proton aims for outstanding levels of after-sales service with its latest initiative

KUALA LUMPUR: Apart from manufacturing quality cars and having a strong nationwide network of outlets, Proton now aims for nothing less than a 5-star rating after-sales service for its customers. For which the national automaker has a new initiative called the 5-Star After Sales Rating.

Under this new initiative, Proton will recognise dealers who have achieved outstanding levels of after-sales service. The commencement of this particular initiative was marked via a launch event that took place at Melinau Auto in Kuching. This particular Proton outlet is among the top three dealerships to be recognised by the brand for ‘meeting all the requirements to earn the new accolade’.

Talking about Proton's latest initiative, Roslan Abdullah, Chief Executive Officer, Proton Edar, said, “At PROTON, we believe that delivering a high level of after-sales service to our customers helps to set us apart from rival brands. Therefore, we will continue to invest in our customer service and after-sales operations at all outlets to ensure all customer-facing roles deliver the highest levels of satisfaction.

He added, “Yes, we also believe that offering a range of premium high-specification models at competitive prices helps to attract customers to showrooms, but delivering exemplary customer service and providing class-leading after-sales keeps them loyal to the brand and opens the door to repeat purchases.”

Also Read: PROTON EV Brand Name Contest: 22,440 entries so far; ending on June 5

Proton’s 5-Star Rating Initiatives - Key details

• This new initiative by Proton is an extension of its previous PROTON Operational Excellence (POE)
• Under this initiative, the dealers will awarded ratings based on their Service Quality and POE score. This encourages all the outlets to maintain an optimum level of customer service and satisfaction
• Proton will evaluate the Service Quality of its outlets under two categories, speed & compliance, which will then be measured over six focus areas
• This particular initiative aims to make Proton’s nationwide outlets capable enough to manage customer concerns effectively and offer the best customer experience

• The assessment will be done every month, and the results of the 5-Star Rating initiative will be shared with all dealers, thus indicating where each one of the outlets stands within the company’s network
• At the end of each month, Proton will award five dealerships with the top accolade, making them centres of excellence for after-sales service & customer satisfaction
• Key Performance Indicators (KPIs) for the rating initiate are set to be based on feedback from all outlets and benchmarked practices from other OEMs

Several factors are helping Proton outlets improve their ratings, including the automaker's after-sales division, which works closely with the outlets and helps raise their service levels and scores. Also, quarterly roadshows recognize top achievers and reinforce standards by sharing best practices.

Want to know which outlets achieved the highest raking? Check out Proton’s corporate website, where the list of outlets with their respective raking will be published.

Also Read: EON revamps Proton centre in Banting; now offers after-sales services