Proton introduces ‘5 Star Rating’ initiative to enhance after-sales service levels; Monthly dealer reviews

Proton has launched the ‘5 Star Rating’ initiative to raise the bar on after-sales service, recognizing dealerships for excellence. This is an extension of The Proton performed excellently (POE) starting in March 2023.

New ratings are awarded to dealers based on their POE and ‘Service Quality’ (SQ) scores, encouraging all stores to achieve and maintain high levels of customer service and satisfaction . SQ is assessed in two categories, namely ‘Speed’ and ‘Compliance’, which are then measured across six focus areas. The ultimate goal is for stores to effectively manage customer concerns and deliver the best experience.

Proton’s POE initiative emphasizes compliance with a ‘thorough list of requirements’ such as service procedures, technician qualifications, inventory and customer management. It was launched with the main purpose of improving the business efficiency of points of sale and improving the operational efficiency of service centers nationwide.

Each store is assessed monthly and the results are then shared with all dealers to ‘show their place in the network’. The carmaker said Proton’s aftersales department will work closely with stores to proactively improve their service levels and scores – this is done through quarterly roadshows ( also held to recognize top achievers) and share best practices.

Five dealers will be awarded the top monthly award, marking them as ‘centres of excellence’ for aftersales and customer service. To ensure parity and buy-in, KPIs for this initiative were set based on feedback from all stores as well as benchmarking of best practices from umbrella manufacturers another bowl. To launch the 5 Star Rating initiative, a launch event was recently held at Melinau Auto in Kuching, one of the top three outlets to receive this award.

“At Proton, we believe that providing a high level of after-sales service to our customers sets us apart from rival brands. We will therefore continue to invest in customer service and after-sales operations in all stores to ensure all customer roles deliver the highest levels of satisfaction,” Roslan said Abdullah, CEO of Proton Edar.

“Yes, we also believe that offering a wide range of high-specification premium models at competitive prices will help attract customers into showrooms, but providing exemplary customer service and Providing top-class after-sales service will help them stay loyal to the brand and open up opportunities for repeat purchases,” added Roslan, who is also Proton’s deputy chief executive officer.

How do customers know which stores have five stars? Holders of this award will have a special badge and will be listed on Proton’s website.

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