Symposium Held on Evaluation Standards for Complaints Handling of Automobile Enterprises

On August 4, 2022, the symposium on General Rules for Service Quality Evaluation for Customer Complaints of Automobile Enterprises (hereinafter referred to as General Principles of Evaluation) was held in Beijing, which was jointly launched by Car Quality Network, Car Research and China Institute of Standardization. Hosted by China National Institute of Standardization, the symposium was attended both online and offline.

Offline Venue in Beijing

Apart from representatives from the meeting sponsor organizations, there were more than 40 people in attendance such as: 

Jiang Kexin, deputy director of China Standardization Association Group Standard Branch (assessment center),

He Shan, chairman of China Consumer Protection Law Research Association of China Law Society,

Zhang Dezhi, director of the Consumer Supervision Department of China Consumer Association,

Chen Jian, director of the Complaints Department of China Consumer Association,

Lang Xuehong, deputy secretary general of China Automobile Dealers Association,

Sun Ying, a professor from the China University of Political Science and Law

as well as representatives from car companies like SAIC General Motors, 

SAIC Volkswagen, FAW Hongqi, BYD, SAIC Passenger Vehicle Branch, Geely Auto, 

Dongfeng Honda, SAIC-GM -Wuling, GAC Toyota, etc.  (Listed in no particular order.)

Experts and business representatives discuss online

Liu Xia, a researcher from the China Institute of Standardization, chaired the symposium. She said, “The development of General Principles of Evaluation highlights the user-centered thought of automobile enterprises and focuses on service quality evaluation, separating complaints from traditional service systems. Meanwhile, it aims to standardize the customer complaint process of auto enterprises and improve the service level of the industry by constructing the evaluation standard.” She hoped, through the first symposium, opinions and suggestions of experts and enterprise representatives can be fully absorbed and applied to the subsequent draft work of the standard, continuously improving its scientificity and operability.

China Standardization Association, which serves as the specified administrative department of this standard, made a request for this symposium. Jiang Kexin, Deputy Director of the Group Standard Work Department (Evaluation Center) of the China Standardization Association, mentioned that this symposium had a large scale with participants from many fields involved in the standard, so she recommended that innovation should be introduced in evaluation methods to improve the service quality of customer complaint handling for the enterprises. She also suggested taking in opinions and suggestions given by experts and representatives to actually enhance the instructiveness of the standard.