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Grip : GRIP August 2012
AFTERSALES GRIP RETAIL INCENTIVE THE Subaru aftersales team is running a fantastic incentive for all retail parts and service managers over the next two months to work together to increase service revenue. The successful parts and service managers will be rewarded with flights and accommodation to Brisbane/Gold Coast in October to see the Castrol Edge Tri-Nations series between Australia and the All Blacks, while also attending the Gold Coast 600 V8 Supercars event. There is a total of three positions on the trip for parts and service managers from category A retailers, and one position for category B and C retailers. The winners will be those that achieve the highest dollar growth for service parts in August and September, compared to the same period in 2011*. With a complete range of Subaru Genuine Service Parts available for your workshops, there are more opportunities to increase your chances on this fantastic incentive. Brake pads Water pumps Air and oil filters Spark plugs Timing belt kits Fuel filter kits Complete range of oils and lubricants, including EJ and FB service kits. With savings from around 30 per cent on selected items, like timing belts, fuel filter and service kits, when compared to purchasing the individual components, make sure you take full advantage of these fantastic offers. For more information, please refer to Bulletins PM0224 and SM0141 located on Subaru Central. *Conditions of incentive Retailers must achieve 105 per cent of their 2012 Hard Par ts Target (August - September). Purchases between August 1 and September 30, 2012 qualify for the incentive. Joanne Scanlon Customer Experience Manager WHILE things were tough on the showroom floor during July, it was very pleasing to hear the great customer experiences that our customers did receive during the month. Strong results across sales and service saw a strong overall result. In July the network had an overall NPS score of 68.0 . Sales scored 75.1, while service came in at 60.8. On a region basis we can see the following for overall NPS (see chart). It seems the little things are making a big difference with our customers. Having their car service right first time is a given. The little extras are what is July 2012 YTD 2012 Region Result Region Result Southern 76.5 Southern 72.7 Melbourne 72.3 Melbourne 71.6 Eastern 71.8 Eastern 68.8 Tasmania 71.1 Sydney 68.3 Northern 68.9 Western 68.3 Western 67.9 Northern 66.1 Sydney 67.0 Tasmania 64.8 Brisbane 55.7 Brisbane 58.1 GOOD NPS IN TOUGH MONTH getting the 9s and 10s. Here’s some of what our customers were saying in July. Sales: 10 – “The staff were lovely and there were free drinks to go around.” 10– “AssoonasIwalkedin there I asked the guy for the best salesman. I asked him every question and he was able to answer. He showed meafewcarsandhetoldme the benefits and pros and cons. It was very good.” Service: 9 – “They were efficient, courteous and had a courtesy bike that was handy.” 10 – “Because it was a good service. Everything is okay. Free coffee too.” Five months to go. Let’s keep striving for great customer experiences. Rank Retailer Location July 2012 1 DOCKLANDS 94 2 SUTHERLAND 40 3 WANGARA 29 4 MT GRAVATT 27 5 SOUTHPORT 25 6 ADELAIDE 23 6 PARRAMATTA 23 8 PENRITH 22 9 OSBORNE PARK 20 9 LIVERPOOL 20 9 GLENELG 20 12 GLEN WAVERLEY 18 13 PHILLIP 16 14 WEST RYDE 15 15 VICTORIA PARK 14 16 LINDFIELD 13 16 MENTONE 13 16 NARELLAN 13 19 TOOWOOMBA 12 19 BROOKVALE 12 July 2012 Fleet and Government Sales by Retailer Rank Retailer Location July 2012 1 DOCKLANDS 607 2 SUTHERLAND 238 3 MT GRAVATT 202 4 PARRAMATTA 176 5 SOUTHPORT 172 6 WANGARA 158 7 VICTORIA PARK 157 8 ADELAIDE 151 9 LIVERPOOL 139 10 WEST RYDE 138 11 NEWSTEAD 131 12 OSBORNE PARK 128 13 GLEN WAVERLEY 127 13 PENRITH 127 15 LINDFIELD 119 16 CHULLORA 113 17 ROSEBERY 106 18 PETERSHAM 95 18 TOOWONG 95 20 LILYDALE 89 YTD July 2012 Fleet and Government Sales by Retailer CONTACT GRIP INSIDE GRIP AUGUST 2012 HOME PAGE BRZ ACCOLADES PARTS & ACCESSORIES AFTERSALES LIBERTY X WHAT’S IN THE PRESS SUBARU TRENDS DEALER STATS NPS SCORES SPORT
GRIP July 2012
GRIP September 2012