Mercedes-Benz AG awarded DIMO the ‘Mercedes-Benz Service Excellence Award 2019’ in the Region South East Asia II, for attaining the best Customer Satisfaction Index (CSI) and Net Promoter Score (NPS), at the recently held South East Asia II Service Excellence Regional Virtual Award Ceremony.
DIMO reaffirmed its commitment towards exceptional after-sales experience for its customers by bagging this prestigious award outshining Philippines and Brunei, the other General Distributor countries in the region.
This year’s Mercedes-Benz South East Asia II Service Excellence Awards also recognized the Best Service Advisers of Mercedes-Benz AG Authorised Service Centres to develop competencies among Service Advisers. Three long-standing employees of DIMO’s Mercedes-Benz Service Facility, Hirun Koralalage, Shelton Wijerathne and Sahinda Wasalathanthrige, were recognized as ‘Top Service Advisers of the Year’ in the region at the virtual award ceremony.
Mercedes-Benz AG carries out annual customer surveys in respective countries targeting its distributors and dealerships to push harder at enhancing their quality of aftercare services and customer engagement. These customer surveys have been specifically created to focus on different aspects of the customer’s experience. DIMO’s attention to detail in every facet of their service delivery has helped them make a strong connection with their customers and it has been reflected in these independent customer surveys.
DIMO Chairman and Managing Director Ranjith Pandithage stated, “These regional awards further reiterate that DIMO is the only place you can trust for beloved Mercedes-Benz vehicles and demonstrates our unwavering commitment towards delighting customers, keeping in line with the company’s values. These accomplishments also manifest our capabilities of bringing best-engineered marques to Sri Lanka. At DIMO, we always strive to equip our staff with Mercedes-Benz AG global training to enable them to create an exceptional customer journey from start to finish.”
As the only authorised Mercedes-Benz AG Service Centre in Sri Lanka, DIMO has invested heavily in its state-of-the-art Mercedes-Benz facility known as DIMO 800, The Mercedes-Benz Centre of Excellence.
DIMO is the only authorised agent for Mercedes-Benz in Sri Lanka to facilitate the Mercedes-Benz AG Global Manufacturer Warranty for Mercedes-Benz vehicles in the country.
DIMO appoints a Dedicated Service Adviser to stay in close contact with the customer at all times and provide regular updates throughout the journey of the customer’s Mercedes-Benz repair or service. It plays a key role in building and strengthening the trust and relationship between the customer and DIMO.
Mercedes-Benz service facility of DIMO was recently recognized as the ‘Only Mercedes-Benz AG Certified General Distributor’ Workshop for Body & Paint Repairs in South East Asia, as well.
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