Before launching into South Africa in September 2024 with two models: the Dashing and X70 Plus, a priority for Jetour was the meticulous planning and establishment of a state-of-the-art parts warehouse to enhance aftersales service. In fact, Jetour’s research prior to launching found that concerns about parts availability and after-sales service were key factors of importance for customers considering the purchase of a new brand.
Eighteen months on, with the brand now among the top 11 in car sales and the popular T-Series also available, this focus has become even more critical as demand for parts grows alongside a growing customer base.
Reliable after-sales service and parts availability have long been recognised as essential in the automotive industry. According to research published in Transportation Business & Management (December 2022), after-sales service is a critical driver of customer satisfaction, with service quality, lead times, costs and employee behaviour significantly impacting a customer’s overall experience. The study highlighted that after-sales interactions often play an even more central role than the product itself, ensuring ongoing vehicle maintenance and meeting customer expectations long after they have bought the vehicle.
Research published in the Journal of Open Innovation: Technology, Market, and Complexity (June 2021) further emphasised that high-quality after-sales service fosters customer trust, a key factor in maintaining long-term brand relationships. The study also identified reliability and empathy as critical drivers of satisfaction in automotive after-sales. By consistently delivering excellent service, brands not only build trust and loyalty but also enhance profitability and secure a competitive advantage.
Reinforcing these points, a 2015 study in the International Journal of Management Cases highlighted that efficient after-sales service and readily available parts are also essential for generating positive word-of-mouth. Automotive brands can no longer rely solely on product differentiation, making these service factors central to sustained success.
For Jetour, these insights support the brand’s approach to seamless after-sales service and readily available parts.
“Customers expect reliability and fast turnaround times. Any delay in parts distribution can affect the service experience and brand reputation. At Jetour, we’ve built a logistics operation that supports the brand promise by delivering on those expectations,” says Jetour South Africa’s Head of Parts and Warehouse, Shaun Riley.
The brand’s parts distribution centre in Midrand, Johannesburg, is an advanced 5000sqm facility, engineered for efficiency and scalability, now with over 158 000 parts across all four model ranges, to serve over 50 dealers nationwide. This warehouse delivers exceptional service with a 99% pick rate for service parts, supported by advanced inventory management technology for real-time tracking and accuracy. Its optimised layout ensures efficient operations through strategic part placement and smart picking strategies, prioritising high-demand and urgent parts for rapid dispatch.
“As Jetour continues to grow in South Africa, we remain committed to keeping both our dealers and customers at the heart of everything we do. This is the foundation of our value proposition,” says Vice President of Jetour South Africa, Nic Campbell. “Ensuring seamless after-sales service, readily available parts and exceptional customer care throughout the ownership journey, from the day they purchase their Jetour to regular servicing and beyond, is central to our strategy. Customer satisfaction remains the key differentiator for us, and we continue to invest in the systems and support that make it possible.”
Currently, Jetour’s growing range in South Africa includes the five-seater Dashing from R439 900, the seven-seater X70 Plus from R454 900, the T1 from R514 900, and the T2 from R569 900, with mid-range and top-spec variants across all models.
For more information go to www.jetour.co.za
