Recently—The 2025 Thailand Automotive Service Customer Experience Index (Service CXI) 2025 (Service CXI) was released, ranking GWM 3rd among 12 major automotive brands. This marks the first time a Chinese brand has entered the top three. The ranking was determined through an in-depth study conducted by Differential, a leading market research and consulting firm, based on real data from 2024. GWM achieved an impressive score of 895 out of 1,000.

Differential conducted the survey from October to December 2024, collecting feedback from car owners who used authorized service centers between December 2023 and September 2024. The evaluation focused on five core dimensions: service quality, pricing & value, personnel & facilities, communication & transparency, and convenience & accessibility. The results showed that GWM’s satisfaction score reached 895 points—an increase of 6 points from the previous year—exceeding the industry average. This outstanding performance demonstrates GWM’s commitment to continuously enhancing the after-sales experience through comprehensive improvements.

User-Centric Approach and Nationwide Coverage

Since entering the Thai market four years ago, GWM has expanded its after-sales service network across the country. Adhering to a "User-Centric" strategy and the "Go With More" philosophy, the company is dedicated to elevating the service experience and delivering exceptional customer satisfaction. Here is a detailed breakdown of GWM’s performance in the five key evaluation factors:

1. Service Quality

GWM is committed to setting a new standard for after-sales service, prioritizing speed, comprehensiveness, and efficiency. The company has significantly enhanced its parts management system, maintaining an inventory of over 1,000 different SKUs in Thailand, with a parts fill rate reaching an impressive 97%. Additionally, GWM has established Certified Body and Paint Centers nationwide to further strengthen its repair and maintenance capabilities.

2. Pricing & Value

GWM has developed a transparent and fair pricing system to ensure customers receive a seamless service experience. From the moment a service is booked to its completion, customers have full visibility into the costs involved, eliminating hidden charges or unexpected expenses. This initiative not only reinforces GWM’s long-term commitment to customer interests but also enhances brand trust and loyalty by delivering superior value.

3. Personnel & Facilities

Recognizing the importance of professional expertise, GWM officially launched the GWM Training Center in March 2024. This facility is designed to cultivate highly skilled service personnel and uphold standardized, high-quality service. The center offers five core training programs: Sales Training，Technical Training，Disassembly & Assembly Workshops，Workshop Training，Service Advisor & Customer Relations Training. Through these structured training initiatives, GWM ensures that its technicians possess the expertise to service all GWM vehicle models in accordance with international standards.

4. Communication & Transparency

GWM places a strong emphasis on efficient communication and transparency throughout the after-sales service process to enhance customer trust and satisfaction.

The GWM Smart Service System integrates multiple digital platforms, including Smart Vehicle, Smart Application, Smart System, and Smart Device, ensuring a seamless customer experience. For example, the system automatically notifies users of upcoming maintenance appointments, allowing them to modify or confirm bookings at their convenience. Additionally, features such as real-time repair status updates and transparent service cost breakdowns provide customers with full visibility, further strengthening their confidence in GWM’s services.

5. Convenience & Accessibility

The GWM App plays a pivotal role in enhancing customer convenience. Supported by the continuous expansion of GWM Authorized Service Centers and Partner Stores, the brand now operates 68 service locations across Thailand, with two additional stores set to open in Chonburi and Khon Kaen. This extensive service network ensures greater accessibility and meets the diverse needs of customers in different regions. Furthermore, GWM’s efficient customer management system enhances service speed and overall user experience, fostering long-term customer loyalty.

Continuous Innovation: Leading the Future of After-Sales Service

Mr. Vudhigorn Suriyachantananont, Vice President of GWM Thailand, expressed his gratitude to customers for their trust in GWM’s products: "The After-Sales Service Satisfaction Index reflects real user feedback. Ranking 3rd in the 2025 CXI among 12 major brands is both a recognition of our past efforts and a direction for future improvements. GWM remains committed to enhancing after-sales service and meeting customer expectations as a top priority."

Looking ahead, GWM will continue to uphold the SMART principle: Simple (Streamlined services), Modern (State-of-the-art solutions), Attention (Customer-centric approach), Reliable (Dependable service quality),Timeliness (Fast and efficient support).

By leveraging technological innovation, GWM aims to further enhance service quality and transparency, optimize customer convenience, and elevate the overall user experience.

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