Customer Service

Customers at the Center of Everything We Do

At Kia, we value your opinion,
understand your needs,
and provide the highest value
and experience based on
trust-based communication.

Customer Compensation and Service Procedure

Arbitration for Replacement or Refund

Customer Service (Kor)
Recurring defect report (Kor)

Sales Contract

Accept the rules on arbitration Sign the contract after the explanation of the definition effects and important details of the arbitration

Warranty Repair

Major defects – once,
General defects - twice

Defect Recurrence

The same symptom occurred after repair
(Major defects second recurrence/ General defects: third recurrence)

Notification of defect recurrence

Enforcement Rule of the Motor Vehicle Management Act

Defect Recurrence Report

Customer Center

Vehicle Repair

Service Network

Defect Recurrence

The same symptom recurs despite the repair carried out upon receiving the recurrence report
(Major defects third recurrence / General defects: fourth recurrence)

Arbitration Request

Follow the arbitral award process

Customer Service Process

VOC

Inquiries or complaints

Collect complaint

Online/offline channels - customer centers, corporate websites, mobile channels

Quick response

1. Ask for solution
2. Respond to customers
3. Communicate the request results

Solved

Take action required by the customer and reflect it into the business policy

Quality related Education

In relation with product quality, Kia has been implementing education programs for all quality related employees customized for the characteristics for each organization. For Quality Division regular staffs, education solution programs to improve quality capabilities are provided and recommended, and for production engineers, regular education to improve quality mindset and concentrated education on working groups by relevant quality issues are provided.

Product and Service Safety Programs

Internal Product Safety/Quality Assessment

Kia's all domestic and overseas plants(including CKD) conduct internal quality evaluations for all produced vehicles to secure high-quality.
Internal quality evaluations consist of 4 categories, standing test, driving test, watertightness test, underside inspection.
All evaluation is conducted in each stage of production, such as body, painting, assembly, shipment, and Key checkpoints and defect types are standardized for precise testing.

J.D. Power

J.D. Power is US data analytics and consumer intelligence company and the firm is best known for its customer satisfaction research and benchmarking on new-car quality and long-term dependability.

Every year, J.D. Power conducts multiple survey/studies on the automotive industry in the US as well as in other countries. Among their annual consumer survey/studies, the most attention drawing results by consumers are 1) IQS (Initial Quality Study), which measures the number of problems experienced per 100 vehicles within the first 90 days of ownership and 2) VDS (Vehicle Dependability Study), which measures the number of problems experienced per 100 vehicles after 3 years of ownership. (consumer feedbacks are obtained on every significant vehicle on the market and detailed/unfiltered customer feedbacks are analyzed by plant, model, brand, and segment.)

In particular, the results of J.D. Power's survey on durability and new car quality are not only actively used by US consumers, but also accepted as a key indicator of auto company's quality competitiveness in the whole industry worldwide. Most automakers are closely monitoring IQS and VDS index and most frequently referenced in auto industry.

VDS

IQS

Consumer Report

Consumer Reports is an independent, nonprofit member organization that works side by side with more than 6 million consumers for truth, transparency, and fairness in the marketplace.

CR ranks the brands and reveals how their new models are likely to hold up.

Every year, CR asks its members about problems they’ve had with their vehicles in the previous 12 months. This year, they gathered data on over 300,000 vehicles from the 2000 to 2022 model years, that address 17 trouble areas, including engine, transmission, in-car electronics, etc.

Protection of customer privacy

Kia implements a information security system to prevent the leakage of assets, such as company confidential information and intellectual property. Kia operates an information security management system in accordance with the International Organization for Standardization (ISO) guidelines, We also strive to safely manage customers’ personal information.

• Require the Chief Information Security Officer(CISO)/Chief Privacy Officer(CPO) to have experience in information security and personal information protection for appointment
• Establish a company-wide information security and personal information protection organization by forming an information security committee for security personnel in each sector and train them on security-related issues and trends on a regular basis