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Grip : GRIP February 2012
CUSTOMER EXPERIENCES GRIP Letter of tHe montH THIS month’s letter comes from David King, who is a Perth resident who headed across the Nullabor. He ran into some trouble along the way and required the help of Mike Raleigh Subaru at Port Lincoln. It’s fair to say he was impressed with the service received, especially from Russell Fraser, the Service Manager. Congratulations to all involved. It’s a real All 4 the Driver story. Dear Mr Raleigh, I wish to express my thanks and gratitude for the superb treatment my wife and I received from Subaru at Port Lincoln. Mr Russell Fraser, the Service Manager, was wonderful in his attention to our needs when we experienced car problems. We are from Perth and drove across the country intending to go to Adelaide in our Subaru Outback. It’s a 2011 model, which we’ve had since February last year, so it’s a very new car and still under warranty. We got as far as Wirrulla, about 350km north of Port Lincoln, where we had to stop because of transmission problems. We were towed to Lincoln to your establishment, where we left our car in the very capable hands of Russell and his service team. Russell arranged for us to fly to Adelaide and back again a week later and organised a courtesy car while we were in Adelaide. He took us to his home and invited us in to meet his wife and daughter. They looked after us and he took us to the airport when the time came to depart. Our holiday was a success, despite our car problems, thanks to Russell. Our car was fixed and we had a beautiful, smooth ride all the way back to Perth via the SW of WA. The competence, professionalism and generosity of Russell and his staff in the service department was very impressive indeed. I must say, Subaru people at Port Lincoln and Eblen Subaru in Glenelg, and City Subaru here in Perth, are fantastic people and are a major reason why my wife and I are Subaru clients/customers. Mind you, the cars are terrific too. You obviously know how to employ good people. Russell is a gem. Thank you, Dave King, South Perth. Joanne Scanlon Customer Experience Manager Following on from a successful 2011, the new year has kicked off well with our customers. The Networks NPS results are very strong with: Overall: 65.5 (+3.8 on January 2011) Sales: 72.3 (+ 1.1 on January 2011) Service: 58.6 (+ 6.5 on customers saY Year off to a great start January 2011) The overall Regions results for January are: Melbourne 72 Eastern 70.4 Tasmania 68.9 Northern 65.1 Western 64.4 Sydney 64.4 Southern 62.7 Brisbane 58.5 Congratulations to everyone who has made a difference. Rank Retailer Location Nov 2011 1 DOCKLANDS 80 2 WEST RYDE 26 3 PARRAMATTA 25 3 VICTORIA PARK 25 5 SUTHERLAND 23 6 MT GRAVATT 22 7 SOUTHPORT 19 8 ADELAIDE 17 8 LINDFIELD 17 10 GLENELG 16 10 PENRITH 16 12 ROSEBERY 15 13 FYSHWICK 12 13 HOBART 12 13 LIVERPOOL 12 13 OSBORNE PARK 12 17 CHULLORA 11 18 MACKAY 10 19 GLEN WAVERLEY 9 19 LILYDALE 9 January 2012 Fleet and Government Sales by Retailer Check out subaru.com.au Baker Subaru in Albury is undergoing a major change. Work has started and GRIP looks forward to displaying the end product. INSIDE GRIP HOME PAGE FROM THE MD IMPREZA COMMENT SMALL WITH IT ALL CUSTOMER EXPERIENCE NEW IMPREZA IMPREZA HIGHLIGHTS MARKETING WHAT’S IN THE PRESS TRENDS DEALER RANKINGS
GRIP January 2012
GRIP March 2012