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I'm Uniji, an automotive influencer.
A recent survey on automotive service satisfaction revealed a significant gap between domestic and imported car brands. In this survey, Volvo and Toyota secured the top positions in after-sales service and sales service, respectively, demonstrating the strength of imported brands. On the other hand, Genesis recorded low scores in service satisfaction, leading to consumer dissatisfaction.
According to data released by Consumer Insight, Volvo achieved a score of 856 out of 1,000 in the after-sales service category, ranking first among imported brands. Toyota followed closely with a score of 895, while Lexus secured third place with 849, allowing Japanese brands to dominate the top rankings. Among domestic brands, Renault Korea reached the highest rank with a score of 817, placing seventh, while all Hyundai Motor Group brands scored below average.
In the sales service category, Toyota scored 843 to take first place, while Lexus followed with 810. Among domestic brands, Renault Korea and GM Korea performed well with scores of 793 and 789, respectively. However, Genesis fell to tenth place, remaining in the lower tier. Genesis has now recorded low scores for four consecutive years, indicating a significant need for improvement in consumer service.
Most imported car brands operate their service centers directly, while domestic brands run not only direct centers but also designated and partner centers. This inconsistency in service quality may have influenced the survey results. Notably, Genesis shares its service infrastructure with Hyundai but fails to meet the expectations associated with being a premium brand, which leaves consumers disappointed.
Consumer Insight highlighted the need for a systematic review and improvement of overall service quality for domestic brands. While Genesis has succeeded in sales figures, the survey clearly indicates that it fails to provide the level of after-sales and sales service that customers expect from a premium brand.
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