This study examines quality control (QC) practices at Carsome Certified Lab (CCL), focusing on the reconditioning of pre-owned vehicles. Employing a mixed-methods approach, the research integrates analysis of internal QC records, interviews with CCL staff, and customer satisfaction surveys. Findings highlight significant inconsistencies, especially in aesthetic evaluations, with about 30% of vehicles requiring rework due to initially missed defects. Customer surveys indicate a high overall satisfaction rate (75%), yet 20% report dissatisfaction linked primarily to aesthetic issues. Statistical analysis reveals a strong correlation (p < 0.05) between the thoroughness of QC checks and customer satisfaction levels. The study advocates for more rigorous, standardized QC protocols and the adoption of advanced technologies (digital tools, artificial intelligence, imaging technologies, etc.) to improve evaluation precision and consistency. These enhancements are projected to boost customer satisfaction and operational efficiency, serving as a model for similar reconditioning facilities and contributing to industry-wide standards improvement.
