Proton recently unveiled a 5-Star Rating initiative aimed at elevating after-sales service across its outlets nationwide. This initiative recognizes dealers who demonstrate exceptional after-sales service, building on Proton’s Proton Operational Excellence (POE) program that began on March 6, 2023.
The new rating system assesses dealers based on their POE score and Service Quality, incentivizing all outlets to achieve and maintain superior customer service and satisfaction. Service Quality is evaluated in two main categories: Speed and Compliance, measured across six focus areas. The ultimate goal is for outlets to manage customer concerns effectively and deliver the best possible customer experience.
The POE initiative emphasizes adherence to comprehensive requirements, including service processes, technician competency, stock inventory, and customer management. Launched to boost business performance and operational efficiency at service centers nationwide, each outlet is assessed monthly, with results shared across the network to provide clear performance benchmarks. Proton’s After Sales Division collaborates closely with outlets to elevate their service levels, holding quarterly roadshows to recognize top achievers and share best practices.
With the launch of the 5-Star Rating initiative, five dealerships will receive the top accolade each month, distinguishing them as centers of excellence for after-sales and customer service. To ensure fairness and widespread acceptance, KPIs for the initiative are set based on feedback from all outlets and benchmarking against best practices from other OEMs. The launch event for the 5-Star initiative was held at Melinau Auto in Kuching, one of the top three Proton outlets recognized for meeting all requirements to earn the new accolade.
“At Proton, we believe that delivering a high level of after-sales service helps set us apart from rival brands. We will continue to invest in our customer service and after-sales operations at all outlets to ensure the highest levels of customer satisfaction,” said Roslan Abdullah, Chief Executive Officer of Proton Edar. “While offering premium high-specification models at competitive prices attracts customers to showrooms, exemplary customer service and class-leading after-sales keep them loyal to the brand and encourage repeat purchases.”
Following the launch of the 5-Star Initiative, the list of outlets that achieve the ranking will be published on Proton’s corporate website, www.proton.com, accompanied by a distinctive badge for dealership recognition.
