Mercedes-Benz Vietnam in conjunction with Daimler AG conducted the annual Mercedes-Benz Service Excellence Award (SEAward) conference during December 2016 at Ho Chi Minh City in Vietnam. SEAward was established by Daimler AG in 2005 and is now competed by over 85 Mercedes-Benz dealerships around South East Asia including Sri Lanka.
The SEAward is a motivational program aimed at increasing customer satisfaction in the participating countries bringing together Mercedes-Benz After Sales Country Heads from around Malaysia, Indonesia, Singapore, Thailand, Vietnam, Brunei, Philippines and Sri Lanka.
In addition to the announcing of the annual SEAward results, the one-day conference held in Ho Chi Minh City in Vietnam where Sri Lanka was represented by DIMO’s Passenger Vehicles Service General Manager – Tharanga Gunawardena also included several key activities related to increasing Customer Satisfaction, sharing best practices and various other Daimler initiatives related to CSI.
Mr. Werner Schmitt – Head of Mercedes-Benz Cars Marketing & Sales Overseas, After-Sales South East Asia, Middle East, Africa & Latin America expressed his appreciation to all dealers who have participated and continued to uphold the three-pointed star and appreciated the effort and dedication made by every single staff member towards service excellence. Further, he also highlighted the development and growth plans in Sales, After-Sales and Marketing based on customer satisfaction and customer relationship programs for Mercedes-Benz in the region.
Mercedes-Benz has recorded phenomenal growth in both sales and after sales in the recent years where 2016 specifically was an outstanding year for the brand which reached 2.08 million vehicle sales globally for the first time in the automaker’s 130-year-plus history leading to sixth consecutive year of record sales.
Recognising the integral role its Asian counterparts play in Sales and After-Sales, the SEAward was established to evaluate the performance of service centres. It also serves as a motivating factor towards excelling in customer service. Winning dealers are judged according to an After-Sales Customer Satisfaction Score (CSI), Net Promoter Score (NPS), accuracy of repairs carried out, appearance of the service facility, politeness of the dealership staff, fairness of charges for services/ repairs performed etc.