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Grip : GRIP April 2012
AFTERSALES GRIP Sydney region appointment Tod Mardel will be “rejoining” Subaru Australia as the Business Manager for the Sydney region. Tod left his role as NSW Regional Service Manager four years ago to join Inchcape Automotive Retail to gain greater understanding of the sales side of the automotive business. A highlight for Tod was leading the Subaru Narellan sales team to win National Retailer Of The Year in 2010. Tod will take up his new appointment in mid May. NEW SCR FUNCTIONS Mark Robinson Customer Retention & Aftersales Marketing Manager IT’S just over 12 months ago that we launched the Service Customer Retention (SCR) Dashboard to the network and we’re excited to announce that it has now been updated with increased functionality and features. This includes trends repor ts for the four SCR measures, which allows each retailer to quickly review the latest quarterly performance, compared to the previous eight quarters. The most requested feature from the network has also been added, with retailers now able to download customer lists directly from the SCR Dashboard, enabling those “lost retails” to be targeted with lapsed service customer campaigns. Along with the updates, the Quarter 1 2012 results are also available on the SCR Dashboard, located on Subaru Central. National Results – Network Service Customer Retention The network retained 75.39 per cent of customers for Year 1 SCR in Quarter 1 2012, up from 74.79 per cent in Quarter 4 2011. Again there was an increase with the network’s five- year average, with the Quarter 1 result being 57.3 per cent, in comparison with 57.2 per cent for Quarter 4 2011. LATEST SCR RESULTS National Results – Retailer Service Customer Retention THE retailer national average for Year 1 Service Customer Retention (SCR) was 60.69 per cent, which was nearly one per cent higher than the Quarter 4 2011 result of 59.82 per cent. The result for the five-year total was 39.82 per cent, which improved on the 39.29 per cent result from the previous quarter. Retailer Service Customer Retention Trends Network Service Customer Retention Trends THE top performers in the network at the end of 2011 have maintained their #1 position for the first quarter in 2012. Below are the category results for Quarter 1 True PMA Service Customer Retention: Cat A Key Motors 87.41 per cent Cat B1 Hunter Subaru 79.46 per cent Cat B2 Port Macquarie Subaru 81.54 per cent Cat C1 Eblen’s at Angaston 88.0 per cent Cat C2 Bill Hull Car Centre 83.33 per cent Cat Z Subaru Mentone (pictured) 79.27 per cent Congratulations to each of these retailers and their staff for starting 2012 the way they ended 2011. CELEBRATING THE TOP PERFORMERS 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