Case Study: A Major Automobile Manufacturer
Client Improves Customer Satisfaction by Basing Dealership Improvements on Actionable Information
Client Improves Customer Satisfaction by Basing Dealership Improvements on Actionable Information
Situation
Despite a strong commitment to customer satisfaction, the Client saw their customer satisfaction scores declining. They wanted more actionable data and needed the focus to be on improved dealership operations, not just “chasing” scores. They were also looking to re-energize their sales and service efforts, without incurring additional costs.
Solution
Staying inside the original budget, Maritz created an exceptional online tool to serve as a platform that would point dealerships to proven solutions based on actionable information. Client field managers were able to use CSI data to become more consultative with their dealers and help them focus on improving dealership operations.
Results
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Unanimous endorsement by National Dealer Council and 97% enrollment rate
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Major surge in CSI focus across both field and retail networks
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Overall CSI scores improved at twice the rate of any other period in the last 10 years
For more information, please visit Maritz at www.maritz.com or call (877) 4 MARITZ.
Client field managers were able to use CSI data to become more consultative with their dealers and help them focus on improving dealership operations.
