To continuously enhance service quality and deepen customer relationships, JETONDA Group fully launched its “customer-centric enterprise” strategy in 2023. Through high-frequency interactions and targeted services, the initiative aims to transform customers from “transactional clients” into “brand co-creation partners.” All JETONDA stores have implemented the “Six Focus Areas,” and since April, the “General Manager Customer Interviews” program has been prioritized to accelerate the development of a top-tier “customer-centric enterprise.” Initial results from the first month are already evident.

Since opening its first 4S store in 2001, JETONDA Group has grown into a leading dealership group in Tianjin and Yunnan, partnering with 44 automotive brands and operating over 140 stores. Centered on the “customer-centric enterprise” strategy, each store strives to become “the most customer-understanding 4S store,” driving the transformation from “store-oriented operations” to “user-centric operations” and setting benchmarks in automotive retail services.

Store general managers and corporate executives have actively embraced new initiatives, adopting tailored strategies based on local conditions, store-specific circumstances, and individual customer needs. By engaging directly with users, they seek innovative business approaches and improvement opportunities. In the first month alone, 160 interview feedback entries were collected from customers of diverse brands, vehicle models, and ownership periods. These insights precisely identified service pain points and customer demands, helping shape “the ideal image of JETONDA stores in customers’ minds.”

To convert real-time user feedback into monthly improvement plans, the group analyzed suggestions covering service experience, customer care, product technology, pricing policies, brand reputation, and network coverage. Over 85% of feedback was positive, reflecting strong brand recognition among Tianjin’s loyal customers and growing influence in Yunnan.

Customers praised JETONDA for “transparent pricing,” “trustworthy sales,” “visible repair processes,” and “professional service,” underscoring the group’s decades-long reputation in both regions. For the 15% of critical feedback—such as “insufficient phone charging facilities in waiting areas” and “inadequate guidance on new energy vehicles”—the group acted swiftly, assigning dedicated teams to implement solutions, which were reviewed and approved at an executive meeting within the month.

Building JETONDA into a true “customer-centric enterprise” requires collaboration between stores and users. The group sincerely thanks customers for their constructive suggestions, which provide robust support for regional and brand-specific growth. Customer voices remain the core driver of progress. Guided by its vision of “creating a better automotive life,” JETONDA will continue advancing the “Six Focus Areas,” refining service details, and co-creating warmer, more professional, and fulfilling automotive experiences with its users.