• Kia finished first among mass market brands for 2019
• This is the fifth year in a row that we’ve achieved this ranking!
• IQS* measures customer perceptions of quality after 90 days of ownership:
• Measures the overall quality of the vehicle
• Measures the quality of the delivery
• Next scoring period: November 2019 – February 2020
• Results will be released in June 2020
• IQS* measures how satisfied our customers are with the quality of their vehicles and the thoroughness of the delivery process (higher IQS* ranking indicate fewer reported problems per 100 vehicles)

Why is Quality Important?

Ensuring high quality strengthens our ability to earn:

• Repeat and referral business
• More service business
• Increased positive Kia brand recognition and shopper consideration

To reach our goals, we focus on three pillars.

PILLAR ONE

Perfect vehicles at every delivery

Perform a complete/thorough Pre-Delivery Inspection

Follow In-Stock Maintenance Procedures

Make sure the vehicle is perfect and immaculately clean inside and out at time of delivery

Complete all Open Service Actions and Service Campaigns


PILLAR TWO

Complete customer understanding of vehicle features

Provide thorough explanations of vehicle features and their operation

Focus on features that can be perceived as Difficult to Understand (DTU) or Hard to Operate (HTO)


PILLAR THREE

Sales and Service follow-up

Contact customers after the sale or lease

Contact customers after service visits

See if they have questions or any issues operating any of the features

Ensure that they are very satisfied with their Kia vehicle and your dealership’s service