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Grip : GRIP March 2012
RETAILER OF THE YEAR GRIP AwARD HARD FOuGHT AROuND cOuNTRy THE Subaru Retailer of the Year awards have been run and won for another year, with Central Coast Subaru in Gosford taking the top honours. While the NSW dealer took the coveted national award, it was pleasing to see the high level of competition in each region. Retailers are scored on vehicle sales, parts sales, Subaru Finance and Insurance performance, Net Promoter Score (NPS), service customer retention and compliance with our policies and programs. Scores are formulated quarterly. The winners are those that have the best scores over each quarter, ensuring the winners are those who consistently perform, not just the one ahead at the end. There is a strong emphasis on All 4 the Driver (A4TD) with more than 25 per cent of the scores focussed on NPS and Service Customer Retention. Subaru National Sales Manager, Gary Johnston, believes the system developed by Subaru truly rewards excellence. “Whilst a number of manufacturers place their focus just on sales volumes, Subaru like to recognise performance across the business with special emphasis on how our customers are treated,” Johnston said. “In 2011, we achieved record NPS and by the end of February 2012, set a new record. “At a time when we had significant supply issues in 2011, we should have seen NPS fall. As a testament to our network’s belief in NPS, the reverse happened. “Our winners in each state were worthy in every respect, and a number were, in fact, winners in previous years. Hobart and Toowoomba are both previous zone winners.” Johnston believes that Central Coast Subaru has come a long way since it began operation in 2003 and had a wonderful past year. “Central Coast was our most improved dealer in 2011 in every area,” Johnston said. “DP, Terry Bond, was also a winner of the fantastic Sea Dream, the Ultimate Experience in 2011. “In a year where we faced some of our most difficult issues, the dealers with the best process and commitment to A4TD are the ones who came out in front. We congratulate them.” CLICK HERE FOR PHOTOS Suttons Subaru; Geoff King Subaru; Clarence Coast Subaru; Orange Subaru; Hill Fitzsimmons; Bega Valley Motors; High Country Subaru; Jupiter Motors; Capital Subaru; Port Macquarie Subaru; Subaru Fountain Gate; Traralgon Subaru; Cooper Automobiles; Ballarat Subaru; Neil Buckby Motors; Garry Crick Subaru; Keystar Subaru; Llewellyn Subaru; Zupps Subaru; Wippells Autos; Bundaberg Subaru; Key Motors; Quayside Subaru; North Jacklin Subaru; Rockhampton Subaru; Rod Grieves Subaru; Action Subaru; Subaru Darwin; Mike Raleigh Motors; Jarvis Subaru; Murray Bridge Subaru; Broken Hill Subaru; Albany Subaru; Bunbury Subaru; Peel Subaru. INTERNATIONAL NEWS Subaru’s production subsidiary in the US, Subaru of Indiana Automotive, Inc. (SIA), has marked 25 years since its foundation. “It is an imp ortant milestone for SIA,” stated Tom Easterday, Executive VP of SIA. SIA began automobile production with the Legacy model in 1989, and later added production of the Outback and Tribeca in 2005. SIA achieved a record annual production volume of 161,716 units (+2.3 per cent) in 2011. INSIDE GRIP HOME PAGE RETAILER OF THE YEAR CUSTOMER EXPERIENCE AFTERSALES AMBASSADOR SPONSORSHIP WHAT’S IN THE PRESS TRENDS DEALER RANKINGS NPS SCORES SPORT ELEcTRA AwARDS INTRODucED Nick Senior Manager Director I am delighted to have introduced the Electra Awards for 2012, which will reward outstanding sales and aftersales performance each month. An Electra Award is presented to a Subaru retailer who exceeds both sales and aftersales targets in the same month. Twelve Electra awards in a calendar year qualifies the retailer for gold star status. Why is the award named Electra? Electra is one of the stars that make up the Pleiades constellation, which is thought to represent the seven daughters of Greek mythological figures Atlas and Pleione. Electra is the third brightest star in the constellation. Electra means ‘amber’, ‘shining’ and ‘bright’. Electra was the wife of Corythus. She was seduced by Zeus and gave birth to Dardanus, who became the founder of Troy. The Japanese word for the Pleiades constellation is Subaru – this is visually represented in our six-star logo. Congratulations to the 21 January winners and the 36 February winners. So far, many dealers are on track for the Gold Star award at the end of the year. Just 10 more successful months to follow! Details of the Gold Star award will be revealed in a future edition of GRIP. January winners McCarroll Motors; Sexton and Green; Dom’s Motors; Bundaberg Subaru; Subaru Glen Waverley; Key Motors; Innes Motors; North Jacklin Subaru; Ken Munston Automotive; Subaru Darwin; Subaru Geelong; Mike Raleigh Motors; Neil Buckby Motors; Jarvis Subaru; Keystar Subaru; Murray Bridge Subaru; Llewellyn Subaru; Peel Subaru; Zupps Subaru Gold Coast; Melville Subaru; Bill Peach Motors. February winners Tom Kerr Auto Centre;
GRIP February 2012
GRIP April 2012