Case Study: A Luxury Automobile Manufacturer
Maritz Research Re-Designs Client’s Customer Satisfaction Survey, Leads to Enhanced Image, Data and Insight
Maritz Research Re-Designs Client’s Customer Satisfaction Survey, Leads to Enhanced Image, Data and Insight
Situation
A luxury automobile manufacturer was unsatisfied with their current customer satisfaction survey, feeling it failed to reflect their brand image or convey to their customers a sincere desire for meaningful feedback. An ineffective survey meant the car manufacturer was failing to capture key diagnostic information that would ultimately help improve sales and service at the dealership level.
Solution
Maritz designed a survey that updated quantity and quality of customer data gathered from service and sales transactions. Throughout the survey transition process, Maritz provided on-going consultation on design, operations, and analytic issues while working in a collaborative manner with active members of the Client team.
Maritz Research updated the survey system’s appearance to reflect the auto manufacturer’s luxury-brand (i.e., customized design, completion preference, etc.) And the re-designed survey outperformed the old survey by delivering more thorough diagnostic information – generating data linked with “engaged” customers.
Results
Maritz flawlessly converted the old survey to the new survey system, allowing dealers, field personnel, and corporate users to understand the strengths and weaknesses of the dealer body, giving them the insight they desired to build initiatives aimed at improving services.
For more information, please visit Maritz at www.maritz.com or call (877) 4 MARITZ.
The client felt it was important that their customer survey reflect their brand and show a sincere desire for meaningful feedback.
