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Grip : GRIP September 2012
AFTERSALES GRIP Joanne Scanlon Customer Experience Manager OUR customer satisfaction numbers are in for August, and they reveal across sales and service our Passives rose from 25 per cent to 26 per cent and our Detractors rose from 5 per cent to 6.3 per cent. This had the effect of seeing our total number of Promoters fall. It is difficult to say why this happened, but let’s just hope it is a blip on the radar and we return to delivering 10/10 experiences. August scores were: Overall 64.5 Sales 70.5 Service 58.5 . Year to date this sees: Overall 67.2 Sales 74.3 Service 60.1. August 2012 YTD 2012 Region Result Region Result Southern 70.7 Southern 72.4 Tasmania 70.2 Melbourne 71.4 Melbourne 68.9 Eastern 68.6 Eastern 67.3 Sydney 68.0 Sydney 66.3 Western 67.4 Western 61.3 Tasmania 65.6 Northern 58.7 Northern 65.2 Brisbane 57.0 Brisbane 58.0 RESULTS OFF TREND IN AUGUST The results by region are in the chart above. Looking at some of the results in more detail, we focus on some of this month’s Passives - what they say and what I believe you can learn from their comments. Sales: 7 - They were quite good and helpful. JS comment: They did what was expected and that was it. A possible solution is to look at magic moments and going above and beyond. 7 - The finance part was outstanding but I think they were really busy as they never got back to me about a price on some other things I needed. JS comment: Customer did not feel as though all items were followed up. A possible solution is to keep asking is there anything else I can help with? Service 7 - Good service but very expensive. JS comment: Customer did not see value for money. A possible solution would be to use in greater detail the PSRV explanation with this customer. 8 - No reason. It was fairly convenient. JS comment: It was difficult for the customer. A possible solution would be to ask the customer how much time do they have today, to establish if it is the time or the location that is making it difficult for them. WHATelsedoyoudoona quiet Sunday morning than head out with a whole bunch of fellow Subaru drivers and try and set a new world record? Well, that’s exactly what hundreds of Subaru enthusiasts did on September 16 in northern Michigan, USA. Their goal was to establish a new Guinness World Record for the longest parade of Subarus. Organisers reported that a RECORD ATTEMPT total of 356 vehicles drove in the two-mile parade, beating the previous record of 339 cars set in Itasca, Illinois, on July 11, 2009. That event was officially organized by Subaru of America. The photos and video of the event now go to the Guinness team for verification. The event was held to honour Matthew Marker, who died in a rally accident at the 2011 Olympus Rally in the US. INSIDE GRIP HOME PAGE PARTS & ACCESSORIES AFTERSALES MARKETING SAFETY WHO’S WHO AT SUBARU ALLIANCES AMBASSADORS TRENDS DEALER STATS SPORT
GRIP August 2012
GRIP October 2012