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Grip : GRIP July 2011
behind the sCores AFTERSALES GRIP Joanne Scanlon Retail Customer Experience Manager OFTEN when we look at NPS (Net Promoter Score) we are focused on the score, appealing or ensuring all calls are completed. This month, with appeals now turned off, we get a true NPS score and I would like to congratulate all retailers on their results. Sales has done very well and Service needs to maintain the focus. I would like to highlight two dealerships that have achieved 100 per cent for Sales and Service. They are Carlin and Gazzard and Mike Raleigh Motors. Well done! The Network has been informed that, as of June 1, no appeals will be accepted for anything other than: Customer was not the customer who experienced your sales or service site Customer is a fleet or government customer All retailers are reminded that no further correspondence regarding appeals will be entered into. To see the complete list of the latest results, click here. TOP CATEGORY PERFORMERS - as of June 30, 2011 A Performance Subaru 79.4% B1 B2 Eastern Subaru Nowra Subaru 81.0% 79.0% C1 C2 Carlin and Gazzard Mike Raleigh Motors 100% 100% Mark Robinson Customer Retention & Aftersales Marketing Manager SUBARU Australia is continuing to focus on improving Service Customer Retention (SCR) through analysis from the latest results from the SCR than letter for getting customers to your retail service sites Use the PSRV language and marketing material, plus Specifier Follow up the customer to find out their opinion on the service The training department is also focusing on service advisors this year and will be rolling out new training programs for them. Please talk to your BDMs for more information, or check out the training section on Subaru Central. In the next issue of GRIP we will be focussing on some of the top issues in Aftersales today and what the top performers in the network do to help to overcome these. sCr analYsis highlights issues Dashboard. In conjunction with this we are also looking at service retention news and information from independent sources such as Deloitte, Neilson and Pentana Solution’s Automotive Intelligence. Over the last few months we have created a leaderboard for SCR with information drawn from the SCR dashboard, NPS and the BDM Toolkit. Each retailer is ranked according to its SCR True PMA for Year 1, and the other results are analysed to see if there are common issues, such as a relationship between the retailer’s SCR and NPS results. By creating a leaderboard for each category we can see the characteristics of the performance of top retailers. Using this information we will target the poor performers in the network and assist them in improving their service business - from implementing best-practice processes and procedures to improving workshop productivity and efficiency. To see the full results, click here. Ways to improve SCR To improve your Service Customer Retention result please ensure you are observing/implementing the Service 4 principals: Sales to service handover Service reminder campaigns – phone is more powerful THE FHI World Technical Skills Competition will be held this year at the Subaru Academy at Hachioji-city in Japan from November 8 to 12, and Subaru Australia is looking for technicians to go and take on the best in the world in what is a true test of skill. All Subaru qualified technicians are invited to participate in the first stage of judging – an online test asking 50 technical questions. The top five correct participants will then be invited to participate in the Australian arm of the competition in September, at Subaru’s Eastern Creek training facility. This sees participants undertake a mixture of training, written and practical questions, with the winner to be crowned the Australian Technical Skills Competition winner and take home the Gary Matthews Trophy. Gary Matthews, who served at Eblen Subaru for many years, recently lost his battle with a brain tumour. Gary was the first winner of the award back in 2005 and the first Australian technician to compete at the FHI world skills competition. It is in memory of Gary that we have decided to name the award in his honour. The Gary Matthews Trophy winner will then be flown to Japan to participate in the World Skills Technical Competition in Japan in November. To register please email firstname.lastname@example.org with your name, dealership and email address (it cannot be a generic email address such as workshop@ XYZsubaru.com.au) by Wednesday, July 20. looking For toP teCh INSIDE GRIP HOME PAGE PARTS & ACCESSORIES AFTERSALES MOTOR SHOW MARKETING SALES DEALER NEWS JARVIS SUBARU NEWS SALES TRENDS SPORT
GRIP August 2011