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Grip : GRIP January 2012
AFTERSALES GRIP NpS cONtiNUES mOmENtUm Subaru Managing Direct or, Nick Senior, was on hand t o c ollect the Australian Customer Satisfaction Aftersales Service award from respected global marketing information firm, JD Power. Subaru came out t ops in the influential study that measures new-vehicle buyer satisfaction with the aftersales service process. By Joanne Scanlon Customer Experience Manager The latest NPS scores are in, showing that the Subaru Network continued its momentum into December to deliver a fantastic result for the full year in 2011. The NPS for December saw an overall score of 66.0 across the retail network, up 3.6 points from the December 2010 result. The Sales NPS score for the month was 73.9, up 4.1 from a year ago. Service NPS was also up to 58.1, an increase of 3.1 points on December 2010. The Overall NPS scores for December saw the Southern region on top, followed by Eastern. Southern 70.2 Eastern 70.1 Sydney 68.9 Melbourne 6 6.7 Northern 64.5 Western 63.8 Brisbane 58.0 Tasmania 54.8 The NPS results for the full year of 2011 see an overall score of 63.4, an increase of 4.5 points from the 2010 result. Sales NPS for the year was 71.0, also up 4.5 points on a year ago. The Service NPS score continued the upward trend, up 4.6 points to 55.8 compared to 2010. The overall NPS scores for 2011 saw the Melbourne region on top with the Southern region following close behind. Melbourne 67.3 Southern 67.1 Sydney 65.0 Eastern 64.6 Tasmania 62.4 Western 62.1 Northern 59.6 Brisbane 57.1 Congratulations to the network on delivering our customers with a fantastic experience during a rather challenging year. Let’s continue this strong focus in what should be an exciting year for Subaru in 2012. Mark Robinson Customer Retention & Aftersales Marketing Manager A round of regional aftersales meetings will kick start the first quarter of 2012 to launch our new category-defining XV, the new generation Impreza and the new technology of Eyesight to all service managers, parts managers, service advisors and master technicians. The sessions will also combine with product training and a business session, and will take place around the country: Thursday, February 2: Melbourne Convention Centre Friday, February 3: Brisbane Convention Centre Wednesday, February 15: Adelaide Convention Centre Thursday, February 16: Burswood Enter tainment Complex, Perth On each date there will be a morning session from 8am to 12pm, and another from 1pm to 4.30pm. The agenda for these meetings will include: Overview of the core technologies in XV and Impreza Eyesight technology overview 2012 Service Retention Program update 2012 Service Marketing Programs NPS Technical depar tment update Business development Invitations to each of the regional meetings were distributed through the Subaru Online Academy in late December, so if you haven’t RSVP’d already, please do so urgently to secure your place. AFtERSALES mEEtiNGS INSIDE GRIP HOME PAGE FROM THE MD XV COMMENT PARTS & ACCESSORIES AFTERSALES MARKETING NEW SUBARU XV WHAT’S IN THE PRESS BRAND COMPARISON DEALER RANKINGS SPORT
GRIP December 2011
GRIP February 2012