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Grip : GRIP May 2012
CUSTOMER EXPERIENCES GRIP Check out subaru.com.au APRIL STRONG, PROMOTERS REQUIRED Joanne Scanlon Customer Experience Manager WHAT a difference a year makes. If you look at our monthly measure of customer satisfaction from this April and then compare it to April 2011, we see a marked improvement for service, sales and overall. Overall 66.8 vs 61.8 Sales 73.1 vs 68.6 Service 60.5 vs 55.1 This represents very strong growth year on year. Well done to everyone. But there are areas where we need to focus. Focus area: passives = 26 per cent. Detractors continue to be very low across the network at around 5 per cent. The area that needs our attention is our passives. Comments like “It is good” or “It was fine” are what characterise a passive. Unfortunately, they have no more to say. It is hard to put a blanket approach across the network to suggest what will move these passives to promoters. I believe the answer comes from you, your team and your own internal strategy, combined with training and coaching. It’s about The Subaru Experience: “It’s about creating an extraordinary experience, each and every time.” If we can work to that mantra every day, we will continue to build promoters. See the full list of customer satisfactions results from all retail outlets on page 11 of this issue of GRIP. signage and both red light and speed camera alerts NAVTEQ mapping software, updated directly from the SD card via a computer with an internet connection DVD, MP3 and DIVX video playback FM, AM and CD audio Split screen functionality – displays both the audio and navigation screens at the same time (where fitted), or the reverse camera kit can be purchased separately Fitted RRP from $2,500. SATELLITE NAVIGATION ACCESSORY A fully integrated accessory satellite navigation system is now available, tested and approved by FHI, that can be fitted to the Liberty, Outback, Impreza, Forester and XV models. The product (AVN827GA) has many features and benefits for Subaru customers. The clear advantage of this system over a non- approved, aftermarket one is the ‘plug and play’ interface with the vehicle’s wiring. This means there is no need to adapt or alter the vehicle’s wiring in any way that may compromise its warranty. One key feature is the ability to monitor signals from the vehicle, including speed, so that the unit will remain active when the GPS signal is lost. This is something that por table units do not have, and in busy cities or tunnels this can be the difference between a missed turn off or not. The features of the navigation system include: 7” high resolution QVGA full colour touch screen Complete integration with the vehicle’s standard functions, such as reverse camera and steering wheel controls Bluetooth hands-free and audio streaming iPhone / iPod integration SUNA live traffic enabled 3D landmarks, freeway INSIDE GRIP HOME PAGE INSURANCE & FINANCE CUSTOMER EXPERIENCE REPAIRS & SERVICE SALES AMBASSADOR WHAT’S IN THE PRESS TRENDS DEALER RANKINGS NPS SCORES SPORT
GRIP April 2012
GRIP June 2012