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Kia fails to impress with customer care

21 February 2006

  • Kia owners dissatisfied with customer service
  • BMW, Volvo and Mercedes come top
  • Kia is best for special offers, though

Kia Picanto

Kia has come bottom for customer care in a recent satisfaction survey.

The manufacturer had the poorest customer service rating of companies in a poll carried out by Carlson Marketing for an annual customer relationship survey.

More than 6000 UK car owners were questioned about their experiences for the survey, and while Kia owners were dissatisfied with the service they had received, the company was voted best for the special offers it provides.

A spokesman for Carlson Marketing said: 'Some manufacturers clearly appeal to overtly value-conscious consumers but now need to focus more on building customer relationships.'

Kia says it is surprised and disappointed by the results of the survey. A spokesman said: 'These results just don't tally with our own research – we take customer care very seriously.

'We regularly mystery-shop our dealers and find the majority to be receptive to customers' needs. We have no reason to believe that our network is failing consumers.'

BMW took the top spot for customer service, followed by Volvo and Mercedes, while Hyundai and Citroen came second and third behind Kia for best offers.

However, in last year's JD Power Customer Satisfaction Survey, Alfa came bottom, with Kia placed 25th out of 32 manufacturers. Lexus topped the survey.

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