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Grip : GRIP April 2012
CUSTOMER EXPERIENCES GRIP Check out subaru.com.au DETRACTORS ON THE DECLINE Joanne Scanlon Customer Experience Manager 2012 is already well underway, and importantly we are seeing continued great results within the retail network. A strong March has helped us bring in a very strong Quarter 1. Well done to you and your teams for continuing to give our customers great experiences! For the month of March, across the network, there were only 130 detractors nationally - 31 in sales and 99 in service. That’s another great result as our total number of detractors continues to fall. This is a trend that we cer tainly want to continue to see! Can I suggest that Service Managers continue the customer segments that we started back in January. Helping to identify these customer types will assist us in lowering the number of service detractors in the system. Key highlights Quarter 1 Network Overall: 66.8 (+3.5 on Quarter 1 2011) Quarter 1 Network Sales: 74.1 (+ 2.2 on Quarter 1 2011) Quarter 1 Network Service: 59.5 (+ 4.8 on Quarter 1 2011) March Network Overall: 66.2 March Network Sales: 73.5 March Network Service: 58.8 Please see the table on page 15 for all March results. IN March this year, Gerald Camberg purchased a new Impreza from Suttons Subaru in Chullora. He walked away impressed with the level of customer experience from the team at Suttons, in particular for the efforts of assistant sales manager, Henrick Berger (pictured at right). Congratulations to Henrick and the team at Suttons Subaru in Chullora. RE: Purchase of new Subaru Impreza Hatch 2.0i-L This is just a short note to thank you sincerely for the excellent presentation and handover of our new Subaru at Suttons Subaru Chullora on Thursday the 15th March, 2012. This adds yet another Subaru to our family. Cheryl and I are most grateful for the time and patience you extended in explaining the many new features and electronics of this great motor car, and which made the day so special for us! We wish you and your branch continued excellent sales and send our appreciation also to Simon McGuiuan, the Manager of your branch. Sincerely, LETTER OF THE MONTH Gerald Camberg PS. I spent three decades training staff in the jewellery industry and when I personally receive highly professional service, I am delighted! SUBARU Australia has added an App for Android Smar tphones, joining its iPhoneTM App counterpart. The App allows customers to find their nearest Subaru retailer, Subaru service centre and Subaru Preferred Collision Repairer, located in Australia, quickly and easily on their Smartphone. Features include: A nearby search function finds Subaru retailers, service Centres and Preferred Collision Repairer within a 20km radius based on your current location APP FOR ANDROID Search by suburb to find locations Advanced search for Subaru services Get directions and contact details for all Subaru retailers, service centres and Preferred Collision Repairers in Australia The new App is being promoted on subaru.com. au and will be included in various forms of marketing material throughout 2012. It’s free and is available now through the Android Market - s e arch “Subaru Locator”. iPhoneTM is a trademark of Apple, Inc. INSIDE GRIP HOME PAGE CUSTOMER EXPERIENCE AFTERSALES AMBASSADOR MARKETING ALLIANCES WHAT’S IN THE PRESS TRENDS DEALER RANKINGS NPS SCORES SPORT
GRIP March 2012
GRIP May 2012