Customer Service

Our commitment to both humanity and nature

Customer Service

Customers at the Center of Everything We Do

At Kia Motors, we value your opinion, understand your needs,
and provide the highest value and experience based on trust-based communication.

At Kia Motors, we value your opinion, understand your needs, 
and provide the highest value and experience based on trust-based communication.

Customer Service Strategy

In 2018, in addition to a service identity called “Kia Promise to Care,” we launched a mid- to long-term global service strategy titled "Service Vision 2022,” as a promise to offer the highest possible customer value and quality. To that effect, we have developed key initiatives to become the world’s top service brand, specifically in the five key areas of customer service, by 2022.

Customer Communication Service

Kia goes digital for more efficient communication with customers. Our new mobile app, KIA VIK, has brought the entire process of automobile management, from purchase and maintenance to disposal into a single app. Now, you can easily access and view useful information on your smartphone such as customer's membership services and mileage points, new model launch news, and an online quote, as well as an application for test rides and new purchase offers.

  • KIA VIK

Customer Compensation and Service Procedure

Arbitration for Replacement or Refund (In charge: Customer Value Team)

Customer Compensation and Service Procedure

Customer Service Process

Customer Service Process

Customer Satisfaction Survey

Agency Type 2017 2018 2019
JD Power Canada Sales Satisfaction 8th 4th 2nd among 10
JD Power Mexico Sales Satisfaction 6th 3rd 8th among 16
JD Power US Sales Satisfaction 18th 18th 17th among 18
JD Power China Sales Satisfaction 9th 13th 13th among 49
JD Power Canada Service Satisfaction 3rd 1st 1st among 14
JD Power Mexico Service Satisfaction 3rd 4th 6th among 15
JD Power US Service Satisfaction 6th 7th 10th among 19
JD Power China Service Satisfaction 2nd 5th 1st among 52
Korea Productivity Center National Customer Satisfaction Index (NCSI) 2 segments (RV and city car) 2 segments (RV and city car) 3 segments (RV, city car, compact car)
KMAC Korea Service Satisfaction Index (KSSI) 1st 1st - (not carried out)
KMAC Korea Service Quality Index
(KSQI/Best Call Center)
Won Won Won(for 16 consecutive years)

Sales・Service Training

KIA offers an array of CS training to ensure customer satisfaction. The moment customers choose Kia, we strive for the utmost customer satisfaction throughout their ownership, from the start to the very end. Since 2002, we have been running an annual global competition for excellent service staff on its worldwide business premises, and the 2019 competition had 200 mechanics participating from 46 countries. Additionally, we are using video content for value education dealing with internal/external customers.

Classification 2017 2018 2019
Number of people per year 30,145 29,708 25,135
Total hours 41,095 35,264 29,805
Training hours per person 1.36 1.19 1.19

Product and Service Safety Programs

Kia Motors strives to be on top of the fast changing economy and environment of customers to provide safer, more convenient services.

Marketing Communication and Product Labeling

Country Product labeling requirements
Europe (EU)
  • Product information: ID labeling (WVTA certification number, vehicle weight, other certification information, etc.)
  • Fuel/electric charging information: Fuel type labeling; charging type labeling (PHEVs and EVs only); and hydrogen fuel labeling for hydrogen fuel cell cars
  • Product safety information: Airbag warning labeling; temporary spare tire (if provided) speed alert labeling; No rearward-facing child restraint system (CRS) labeling on PAB (passenger airbag) seats (sun visor); ISOFIX anchor labeling; and high voltage components labeling
North America (U.S., Canada)
  • Product information: Monroney stickers (Manufacturer’s suggested retail price (MSRP) labeling that shows fuel efficiency, NCAP information, the percentage of components manufactured in North America, etc.)
  • Fuel efficiency (environmental) information: VECI labeling (certified exhaust gas data); refrigerant labeling; and mercury content labeling
  • Product safety information: Certification labeling (ID labeling); Tire Placards (tire air pressure information labeling); VIN labeling; anti-theft labeling; airbag warning labeling; and Rollover Warning labeling (MPVs with a wheelbase of 110 inches or less)
Russia/East Europe
  • Product information: European ID labeling + Russian certification labeling (EAC)
  • Product safety information: Warnings and consumer safety information in local languages (Russian, Turkish, etc.)
China
  • Product Information: ID labeling; VIN (W/screen); and anti-theft labeling
  • Fuel efficiency (environmental) information: Fuel efficiency labeling
  • Product safety information: COC labeling; CRS warning labeling; and temporary spare tire (if provided) speed warning labeling
Korea
  • Product information: ID labeling (year of production, vehicle weight, vehicle identification number, types of car, model name, tire, etc.); and recommended air pressure labeling
  • Fuel efficiency (environmental) information: Fuel efficiency labeling; and exhaust gas-related sign
  • Product safety information: Airbag warning labeling; ISOFIX anchor labeling; high-voltage components labeling; and hydrogen fuel labeling for hydrogen fuel cell cars

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