Citroën wins aftersales excellence award at Stellantis AGD 2026 in Indonesia

As part of its international development strategy, Citroën is deploying significant efforts to counterbalance a European market where sales volumes remain stable or even in decline across certain segments. To ensure its growth, the French manufacturer has strategically focused on India, not only to conquer a local market destined to become one of the largest in the world but also to serve as a technical and industrial export hub. This dynamic directly benefits Southeast Asia, and more specifically Indonesia, where Citroën made a notable return in 2022. In this rapidly changing automotive landscape, success does not depend solely on product quality but also on the strength of the network and the support provided to owners. It is in this context that the brand's recent performance in Indonesia has been recognized at a regional level.

PT Indomobil recognized for its customer experience transformation

Citroën's distribution partner in Indonesia, PT Indomobil National Distributor (IND), was honored during the Stellantis AGD 2026 (Aftersales General Distributors) event, a major gathering held on January 19 and 20, 2026, in Hoi An, Vietnam. During this meeting, PT Indomobil won the prestigious "2025 Aftersales Customer Experience Transformation Award." This distinction is no coincidence; it rewards the successful and sustainable implementation of a deep-seated strategy aimed at radically transforming the brand's aftersales service within the Indonesian territory.

The central objective of this transformation has been the continuous improvement of the customer experience at every touchpoint. PT Indomobil focused its efforts on strengthening service standards within its dealer network while optimizing operational processes to reduce service lead times. Furthermore, a particular emphasis was placed on enhancing human resource skills, ensuring that technicians and advisors meet the brand's international requirements. Thanks to these initiatives, Indonesian customers owning a Citroën C3, an electric ë-C3, or a C3 Aircross now benefit from a comprehensive ecosystem. This includes increased availability of spare parts, technical services provided by certified professionals, and specific maintenance programs designed to offer total peace of mind throughout the vehicle's lifespan.

The Stellantis AGD 2026 forum: a regional strategic lever

The Aftersales Service Excellence Workshop and the Stellantis AGD 2026 Gala Dinner constitute much more than a simple awards ceremony. It is a strategic regional forum that brings together teams from aftersales general distributors from many countries across the Asia-Pacific region. The organization of this forum is based on the desire to strengthen cross-market collaboration and harmonize service strategies for the entire Stellantis Group. This gathering allows for the sharing of best practices and the alignment of quality standards so that every customer, whether in Vietnam, Thailand, or Indonesia, receives world-class service.

During these two days in Hoi An, participants took part in high-level workshops. Among them, the session titled "Mastering NPS and ROAR as a Team" addressed critical satisfaction measurement tools such as the Net Promoter Score (NPS) and operational efficiency (ROAR). Another workshop, the "iAP CX Workshop," focused on the essential alignment between sales and aftersales services. This synergy is considered vital for providing a consistent brand experience: the promise made during the purchase of the vehicle must be kept during workshop visits. For Citroën, this consistency is the foundation upon which the trust of new customers is built in expanding markets.

Towards the arrival of the Citroën Basalt

With this international award, Citroën Indonesia proves that its recovery strategy is built on solid ground. The successful transformation of its aftersales service is a strong signal sent to Indonesian consumers, helping to build loyalty among a customer base that is expanding as the product range grows. The work accomplished by PT Indomobil provides the necessary credibility to support the double-chevron brand's ambitions in the region.

The future looks dynamic. Following the successful launch of the C3, its electric version ë-C3, and the C3 Aircross compact SUV, the brand is preparing to take a new step. The upcoming launch of the Citroën Basalt in Indonesia is expected to reach a new milestone in terms of volume and brand image. This new model, combining the elegance of a coupe with the robustness of an SUV, will immediately benefit from the already award-winning aftersales infrastructure, ensuring its success in a market where customer expectations continue to rise.