Mercedes-Benz Service & Parts will unveil its new “My Service” brand appearance at the 2011 IAA International Motor Show (September 15-25) in Frankfurt. The new approach will enable customers to experience at first hand the After-Sales brand values of individuality and appreciation. “We work continually to improve our program, and want to offer our customers the kind of service that meets their individual needs,” says Frank Reintjes, Head of Global Service & Parts Mercedes-Benz and smart. “Our new brand appearance underscores this claim.”
The new program’s name itself highlights the connection between individual requirements and the appropriate Mercedes-Benz-service offering. “Service quality and customer satisfaction are a top priority at Mercedes-Benz,” says Reintjes. “That’s why we want to set the tone as a trailblazer when it comes to service performance as well. The products and services we’ll be presenting at this year’s IAA will further improve the quality of the services we offer our customers.”
Mercedes-Benz Service & Parts’ IAA presentation will take the form of an exhibition platform that will feature the portfolio of products and processes associated with its service and parts business. An innovative stand design will use multimedia display cabinets to highlight the main business segments: Mercedes-Benz genuine parts, Mercedes-Benz Repair™ (favorably priced repairs and care for minor damage to vehicle bodies and paint), the brand’s service packages, and mobility concepts. Interactive touchpoints will provide detailed information on all aspects of “My Service” and make this information available for visitors to download. The Service stand will be located on Level 1 in the “Festhalle”.
Top marks for service quality and customer satisfaction
Numerous awards confirm the high service quality at Mercedes-Benz. For example, Mercedes-Benz finished first in service satisfaction ahead of all other premium manufacturers in Germany in the latest J.D. Power Vehicle Ownership Satisfaction Study (VOSSSM). The brand achieved the same result in 2009 and 2010 with its outstanding service portfolio. The VOSSSM survey also placed Mercedes-Benz among the top three premium automakers in nine of the 12 countries examined. In addition, Mercedes-Benz finished first in the “Automobilwoche Award Autohandel” (AAA) dealership satisfaction survey for best sales-partner service quality, marking the fifth consecutive year the brand has taken top honors in this category. Mercedes-Benz service centers also received top marks in the Germany-wide test conducted by the “ADAC automobile association” and the “Stiftung Warentest” consumer organization. This result marked the continuation of a string of successes since 2006 that has seen the brand with the star receiving a grade of “excellent” in all ADAC tests and finishing first each time.
Mercedes-Benz Service & Parts
Outstanding service quality and customer satisfaction are also reflected in Mercedes-Benz Service & Parts’ business development. Last year was an outstanding one for the service and parts business, and the developments to date this year have also been extremely positive. High rates of growth were recorded in the first half of the year especially in Latin America, China, and Turkey, and business also continues to develop positively in Germany and the U.S.
In conjunction with dealers, company-owned retail outlets, and national subsidiaries, the Mercedes-Benz Service & Parts unit is responsible for the entire global service and parts business for Mercedes-Benz Cars, Vans, and Trucks. The service business includes a service network of more than 5,000 facilities worldwide, as well as a central service center in Maastricht for handling customer inquiries. The parts business encompasses parts marketing and the development of innovative parts products and parts logistics systems.
Source: Daimler AG
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