Mercedes-Benz Malaysia hosts service excellence awards

By CARSIFU | 10 February 2015

KUALA LUMPUR: Mercedes-Benz Malaysia, in conjunction with the 10th anniversary of the coveted Mercedes-Benz Service Excellence Award Program (SEAward), recently hosted hundreds of dealer representatives from South East Asia and Sri Lanka.

The SEAward brought together 250 representatives from 85 dealerships and the two-day celebration highlighted the importance of the after-sales business to Mercedes-Benz.

"The SEAward is a testament to ‘going the extra mile’ not just today or tomorrow, but every day. As a pioneer and leader in the automotive industry, Mercedes-Benz has a lifelong commitment to the pursuit of excellence in providing the ultimate lasting experience for our customers,” said Mercedes-Benz Malaysia president and CEO Roland Folger.

The SEAward has gained momentum in the years since its establishment by Daimler AG in 2005 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) and Net Promoter Score (NPS).
Other activities for the dealer representatives included the opportunity to visit a past SEAward winning Autohaus, Hap Seng Star and a Kuala Lumpur city tour.

The conference culminated with a celebratory dinner at the Grand Hyatt Hotel, Kuala Lumpur.