Doosan Infracore China Co., Ltd (DICC), Doosan Infracore's subsidiary in China, was recently ranked "No. 1 in customer satisfaction" in China’s excavator market. Doosan Infracore has hit the top spot a total of twelve times since the launch of the customer satisfaction survey in 2003.
The customer satisfaction poll of China is conducted by the Organizing Committee for the Survey on Customer Satisfaction with Brands in China under the auspices of the People's Daily Market News Center, the China Brand Association, and the Business Council. As such, the survey results are highly regarded throughout the country. In the 2016 survey, DICC was evaluated by Chinese customers particularly favorably in the areas of after-sales services, innovations, and corporate social responsibility. Based on the results of the 2016 survey, DICC was also selected as "an outstanding corporation in the fulfillment of its CSR."
DICC strive to maximize its customers’ satisfaction with its preemptive on-site customer service. In addition to its widespread efforts to build the unique 'DoosanCARE' service brand image among its customers, DICC requires its expert technicians to take care of its special customers, offers regular maintenance services to all its customers regardless of whether they have any problems with their equipment or not, and listens carefully to their opinions about a variety of issues.
In a bid to meet the increasingly sophisticated range of customer demands in the market, DICC has recently launched diverse types of mid-sized excavators
, including the economy-type, fuel-efficient-type, and high-performance-type excavators. In addition to its favorable existing warranty conditions, DICC has expanded its warranty period for five major components to three years or 6,000 hours of operation. And, through its efforts to integrate ICT into its construction equipment
, DICC has also enabled its customers to access combined services providing GPS, Internet access, remote vehicle diagnostics and accident detection through their mobile devices such as smartphones and tablet PCs.
Meanwhile, in the Blue Book of CSR Development Index of Chinese Enterprises (Blue Book), which is published annually by the Research Center of Corporate Social Responsibility under the auspices of the Chinese Academy of Social Sciences, DICC ranked first among foreign businesses operating in China in the field of machinery manufacturing, as the company was particularly highly evaluated in the areas of internal and external communication and CSR performance.
In line with improvements in the Chinese market, DICC has shown signs of recovery in the sales of excavators during the first half of the year. In June, the company signed a contract for the supply of 82 excavators which will be used in China's 'One Belt, One Road' initiative in Pakistan in particular.
As of the end of November 2016, DICC had sold a total of 4,264 excavators, up 29.7% over the same period of 2015, when it sold 3,288 excavators, while its market share jumped from 6.7% to 7.5% during the same period.
An official of Doosan Infracore was quoted as saying, "We will continue to focus on providing our customers with differentiated services in a variety of areas in addition to delivering them top-notch quality products in order to further consolidate our standing in the recovering Chinese construction equipment market."