TO:   Dealer Sales & Service Team
SUBJECT:  IQS Quick Tip #15 – Vehicle Delivery Condition (All Models)
Date:  January 3, 2020

Happy New Year! Please keep in mind the significant impact that the vehicle delivery condition has on our customer’s impression of the Kia brand.

Did you know that customer complaints from the Medallia survey indicate that over 6% of Kia customers are not satisfied with the condition of their vehicle when delivered?

• 2.6% of vehicles were not delivered clean
• 2.9% of vehicles were damaged
• 1.3% of vehicles were delivered with a mechanical issue

The data also indicates that over 18.4% of Kia customers have concerns/questions related to the features and functions of their vehicle.

Ensure that every vehicle is delivered in absolutely pristine condition and with a thorough PDI and explanation of all features and functions:

• Ensure all customer education materials are present: Hang tags, informational labels/cards, owner’s manual, audio manual, features and function guide, etc.
• Check Exterior Paint and Trim: No exterior scratches/scrapes/dings – thoroughly check all surfaces under adequate ambient light, especially bumper surfaces.
• Guarantee Vehicle Cleanliness: No dirt or scuff marks on door trim panels, instrument panel, console, or seats/seatbacks. Clean all glass surfaces (inside and outside) thoroughly.

Thank you for your continued support of IQS and your attention and adherence to the Perfect Delivery process.

Regards,

Julie Kurcz
Executive Director,
Product Quality

Kia Motors America, Inc.