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Case Story: Building Customer Loyalty

Client Issue

The client, a volume car manufacturer, was dissatisfied with both the operation and actionability of their current Customer Satisfaction Programme which measures and monitors their dealer performance in relation to new car sales and after-sales service.

GfK Automotive Solution

We worked in partnership with the client to establish the core requirements for a successful programme by consulting, in depth, with dealers, field staff and regional management as well as those responsible for the programme in head office. Together with our client we then designed and implemented a programme to address the needs of all stakeholders, gives significant efficiencies to the client and allows dealers and client staff to instantly access individual and aggregated results from a fully integrated 24/7 website which enables them to address any customer concerns as soon as they are raised. This programme will enable dealers to deliver great satisfaction to their customers resulting in higher customer retention and improved profitability.