Proton introduces 5-star after sales rating initiative

PROTON has announced the commencement of a 5-Star Rating initiative to further raise the level of after sales service for customers at its outlets nationwide.

The new initiative recognises Proton dealers who have achieved an outstanding level of after sales service and is an extension of the Proton Operational Excellence (POE) initiative that was begun on March 6, 2024.

The new rating is awarded to dealers based on their POE score and Service Quality, encouraging all outlets to achieve and maintain a high level of customer service and satisfaction.

Service Quality is evaluated in two categories, namely Speed and Compliance, and these are then measured over six focus areas. The end goal is for outlets to manage customers concerns effectively and to deliver the best customer experience.

Proton’s POE initiative emphasizes adherence to a thorough list of requirements such as service process, technician competency, stock inventory and customer management.

“It was launched with the primary aim of enhancing the business performance of outlets and improving the operations efficiency of service centres nationwide,” the company says in a statement.

Each outlet is assessed on a monthly basis and the results shared with all dealers to clearly indicate where they stand within the network.

The automaker’s After Sales Division works closely with the outlets to proactively raise their service levels and scores with quarterly roadshows also held to give recognition to top achievers as well as reinforce standards by the sharing of best practices.

With the beginning of the 5-Star Rating initiative, five dealerships will be awarded the top accolade every month, 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.

To mark the commencement of the 5-Star initiative, a launch event was held at Melinau Auto in Kuching, one of the top three Proton outlets to be recognised for meeting all the requirements to earn the new accolade.

Following the launch 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.