CSI Rapid Repair Service
Customer satisfaction surveys play a crucial role in helping a motor
dealer find where service failures are happening within their
business. And when conducted as a telemarketing exercise, rather
than as market research, they give the dealership the opportunity to go
back to an individual customer and address their particular concerns.
However, measuring customer satisfaction, is not only a key business
diagnostic tool for dealers, but is also used by manufacturers to
allocate resources around their dealer network. The level of a
dealer’s Customer Satisfaction Index (CSI) can have a significant
bearing on their receipt of discounts and bonuses, and their access to
new showroom stock etc.
Maintaining a high CSI is going to become increasingly important as a recession, or at least a marked decrease in consumer spending, is predicted over the next few years. As car sales decrease, manufacturers will have to decide which dealers they will continue to fully support and which they leave to ‘sink or swim’. A motor dealer’s historic CSI will be a key part of how that decision is made.
For a dealer who’s CSI is below the level - needed to maintain the optimum relationship with the manufacturer - it can be real struggle to get the level up. Manufacturer’s own surveys are good at picking up problems but often do not give sufficient information to point to the solution. Profiad-DA CSI Rapid Repair Service is a short-term activity designed to help a dealer take action to increase their CSI, at minimal cost.
How it works
While the service is operating, each customer is called by a Profiad-DA Service Agent, as soon as possible, after a interacting with the motor dealer. They are taken through a customer service questionnaire. The questionnaire can be in a structured format or it can take the form of an open-ended conversation. An email address and/or webpage is set up to enable dealership staff to notify Profiad-DA of a customer's interaction so that the customer satisfaction call can be made.
The questionnaire data is captured on a database for further
analysis. Also, all the calls are recorded and also accessible
via the database. At least once a week, reports are
generatted enabling the dealer to monitor progress and take remedial
action.
Benefits of the service
The service supplies continous feedback of customer satisfaction. This feedback can be analysed at a gross level, to find where the main problem areas are and measure the overall CSI. But also, the results can also be examined at an individual level, in order to iidentify and address individual complaints.
Simply having the Profiad-DA CSI Rapid Repair Service running will
increase a motor dealer's CSI. This happens for two reasons:
Being called by Profiad-DA’s friendly agents increases a customer’s general goodwill towards the dealer
Manufacturers tend to positively score a dealer’s CSI if
they have made a customer satisfaction call prior to the manufacturer
calling the customer themselves
Charges for the service
The charges for this service are entirely success-based. A motor dealer only pays for the calls where a Profiad-DA Service Agent successfully contacts a customer and has them complete a customer satisfaction questionnaire.
The following items come free with the service:
Questionnaire design and development
Set-up and management of ongoing data input feeds
Weekly (or more frequent) results reports
Supply of questionnaire data with updated customer details
Supply of call recordings
If you would like more information please contact us
Telephone: 02920 881001
Email: hello@profiad-da.biz