Automotive

   Service Excellence Customer Survey

   Depends  on
   number of
   customers
   to be
   interviewed

• Management and employees learn how customers realise their readiness and ability to service.
• Management and employees are able to increase considerably their customer satisfaction by simple, clear measures.

• Executivesand employees workout a questionnaire that reflects customer satisfaction with the service.
• Customer surveys take place in form of individual interviews.
• Results will be summarised within a presentation for the employees.

• Management and employees get concrete suggestions for improvement by customers.
• Suggestions of customers are fast and simply to realise.
• Identification of important informations that increase the productivity of service.
• Increase of aftersales profitability.

• Ideally at least 20–30 customers of different performance clusters should be interviewed. For example commercial vehicle customers that work within the system traffic, local traffic and long-distance traffic. Bus customers or private car owners and business customers.
• Target group of these measures are car and commercial vehicle dealerships with significant poor customer satisfaction values or businesses that will keep or increase their good results.

Selected customers of car dealerships or commercial vehicle dealerships.