The report in focus

Automotive market in Russia-2018

Automotive market in Russia-2018

Exit date 21.05.2018

Format PDF

Price 1320 eur.

We're introduce the sixteenth edition of our annual reference book "Automotive market in ...

21 may more info

Analytics

Year 2017 ends with 11,9% car sales market increase

In 2017 new car and LCV sales increased by 11, 9%.

13 marchmore info

Infographics

Structure of passenger car parc in Russia in 2015

News

Volvo introduces the concept of personal service in Russia

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For several years Volvo Cars has been introducing the concept of personal service globally in all markets. In Russia Volvo Cars works with 33 official dealers (taking into account the fact that four of them have more than one platform, in total there are 42 service points).

The first dealer, which switched to the "Personal Service Volvo" in Russia, was the company "Bovid" in Chelyabinsk in 2015. According to the new standard, there are already 12 dealer centers operating today. Another 12 enterprises are preparing for the transition and they are currently being certified, reports the press service of Volvo Car Russia.

"The certification process takes from three to ten months and the concept starts to work and brings the first results already during the transition period. We see an increase in customer satisfaction after visiting a service center. At certified dealers it reaches 78%. According to our data, during the warranty period, about 90% of Volvo car owners globally use official services. And after the first five years of operation – they are only 50%. Thanks to the Volvo Personal Service concept, we plan to raise this figure due to the fact that customers will trust the authorized dealers more," - says Pavel Vorobyov, director of the Volvo Car Russia after-sales service.

Increasing the effectiveness of after-sales service of cars positively affects the performance of service centers. So, the dealer center Volvo Car of Tula works under the standard "Personal service of Volvo" for about a year; and during this period the growth of gross income was 20% for one car. "This is due to the fact that customers began to return to us more often, instead of carrying out work in unofficial services," - says the head of the Volvo Car dealer service center in Tula, Dmitry Panchuk.

01.12.17 AA "AUTOSTAT"
Source: www.autostat