by clicking the arrows at the side of the page, or by using the toolbar.
by clicking anywhere on the page.
by dragging the page around when zoomed in.
by clicking anywhere on the page when zoomed in.
web sites or send emails by clicking on hyperlinks.
Email this page to a friend
Search this issue
Index - jump to page or section
Archive - view past issues
Grip : GRIP June 2012
CUSTOMER EXPERIENCES / AFTERSALES GRIP Send your customer feedback letters to Subaru Andrew Minns Category Manager – Collision LATELY there has been a lot of talk in the industry regarding unsafe repairs and the use of aftermarket or second hand parts in repairs. This was discussed at length in the June edition of the Australian Automotive magazine. In that article, leading manufacturers looked at the Subaru recommends the use of OEM parts as replacements to ensure the integrity of the vehicle remains consistent with our manufacturing standards. Our appointed network of Preferred Collision Repairers (PCRs) are experienced in the smash repair industry and understand the complexity and technology involved in repairing current DON’T END UP WITH A LEMON issues which have resulted from the use of non- genuine parts, including the possibility of voiding the manufacturer warranty, premature corrosion, poor fit and alignment and, in some cases, unnecessary liability risk (eg: airbag replacement). NSW Motors Traders’ Association CEO, James McCall, supports the use of new OEM parts in the repair of motor vehicles. Although some aftermarket par ts may comply with Australian Manufacturers’ specifications, the big issue is still the consistency in quality and compatibility, and many industry leaders share the view that the problem is that you never know if the part is good or bad. One part may be good, the other bad, so OEM is the safer choice. MAY SALES STRONG Joanne Scanlon Customer Experience Manager THE NPS scores are in for May with the following results: Overall 67.0 Sales 76.0 Service 57.9 Overall May finished stronger than April, fuelled by the excellent sales experiences offered to customers. This is reassuring when the strong sales results are matched with great customer experiences. Unfor tunately, service fell away for the month to its lowest point for 2012, and the gap widened to 18 points between sales and service experiences. June 30 obviously marks the end to the second quarter for 2012. Please ensure that your appeals are only for: 1. Fleet customers, and; 2. Customer surveyed was not the one experiencing the process (excluding if two people were intimately involved in the process). I look forward to seeing the results for a strong June. Go service! model vehicles. Subaru suppor ts the PCR network by providing competitive pricing on OEM par ts to assist them in the repair market. With access to our body repair manuals, along with training and support, our PCRs are the best people to return vehicles to as close to pre -accident condition as possible. Insist on OEM parts and don’t risk ending up with a lemon. INSIDE GRIP HOME PAGE NEWS MARKETING AFTERSALES PARTS & ACCESSORIES AMBASSADOR PROMOTIONS CYCLING LETTERS DEALER NEWS DEALER STATS
GRIP May 2012
GRIP July 2012