Why are Iranians discontent with after-sale services?

According to Khodrocar journalist, Iran Standard & Quality Inspection Company’s (ISQI) research about evaluation of after-sale services of car suppliers, shows that during the past 10 years the quality of after-sale services has increased. In 1395, the after sale index reached 65.6 but the highest index for after-sale was 67.6 in 1393.

40 Companies have been evaluated and none of them was able to stand in the first place and this was while the 8,5 percent of these companies didn’t even get a single star for their after sale services.

Iran Standard & Quality Inspection announced that the reason of this poor performance was mostly because the disability in the ordering process and supplying spare parts.

The results show that in the year 1395, the process of ordering and supplying parts and communications management with customers was only 48% percent compliant with the legal regulations.

According to ISQI information, heavy duty vehicle’s customer satisfaction is significantly lower than the car industry.

The main reason for customers' dissatisfaction was the lack of spare parts and also the poor quality and the high cost of services and parts.

The survey shows that in 1395. the growth was registered in all indexes for car companies but a decrease in authorized dealers’ satisfaction from car dealerships’ index.

The results show that ISACO, Saida Yadak (Siapa and Pars Khodro) and Mazda Yadak, Negin Khodro, Irtoya, Atlas Khodro, Bam Khodro, Ramak Khodro, Modiran Khodro, Setare Iran, Asan Motor and Ramak Yadak were able to be very compliant with the ISQI regulations and on the other hand, the situation for the companies like Alfa Motors, Persia Khodro, Moein Motor, Arian Motor and Niro Khodro weren’t so good.

In this group, the growth was registered for all indexes except the two of them; Effectiveness of Agencies and the satisfaction of authorized dealers from car suppliers.

In heavy duty vehicles group, things were the same with car companies group and none of the companies was able to get three qualitative stars.