Proton has just announced a new “5-Star” rating system for its service outlets nationwide in an effort to further raise the level of after-sales service for customers. According to Proton, this new initiative recognizes Proton dealers who have achieved outstanding levels of after-sales quality. The 5-Star rating system is also an extension of the Proton Operational Excellence (POE) initiative that began in March 2023.
The new 5-Star rating system works based on the dealers’ POE score and service quality. Proton says that “Service Quality” is evaluated in 2 categories – “Speed” and “Compliance”. These 2 categories are measured over 6 focus areas. Each outlet is assessed on a monthly basis and Proton’s after-sales division will work closely with the outlets to proactively raise their service levels and scores.
Proton will be awarding 5 dealerships per month with the top accolade, marking them out as centres of excellence for after-sales and customer service. To ensure parity and buy-in from its network, KPI’s for the initiative are set based on feedback from all outlets as well as after benchmarking of best practices from other OEMs. Proton will also be conducting quarterly roadshows to give recognition to top achievers and reinforce standards by sharing of best practices.
The 5-Star rating initiative was launched at Melinau Auto in Kuching, one of the top 3 Proton outlets currently. Following the launch of the 5-Star Initiative, the list of outlets to obtain the ranking will be published on Proton’s corporate website, www.proton.com, accompanied by a distinctive badge for dealership recognition.
Proton Edar Chief Executive Officer, Roslan Abdullah 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.”
“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.”
