DETROIT — Ford Motor Co. credits a deep understanding of truck customers for the sales success of its F-series line of pickups. Now the automaker wants to apply that same buyer-centric approach to the overall vehicle purchase process. Ford on Thursday announced a series of initiatives designed to improve the customer experience. They include a new loyalty rewards program; redesigned call centers; and pilot programs for a mobile service network, easier lease renewal and new types of showrooms. Although officials wouldn't disclose details, they said Ford is doubling the amount of money it spends on customer experience in an effort to improve its standing among rivals such as Toyota. "We're sort of middle of the pack," said Elena Ford, the automaker's chief customer experience officer and great-great-granddaughter of founder Henry Ford. "We want to grow to be best in class. If we truly want to be serious about customer experience, we have to resource it like we do F-150." The … [Read more...] about Ford plans several initiatives to boost customer experience
Overall customer experience
Suzuki has been named the highest ranked volume brand for overall customer service satisfaction in the J.D. Power 2019 UK Customer Service Index Study. The brand scored 813 points out of a possible 1,000.This score was above the volume brand average of 786 and notably just two points behind the winner of the Premium Brands section of the study. The study measures UK customer satisfaction with their service experience at a franchised dealer facility for maintenance and repair work.It looks at five measures, which are service quality, initiation and advisor, vehicle pick-up and service facility. Satisfaction is calculated on a 1,000-point scale. In this study the top three volume brands were all Japanese. Suzuki improved by 22 points over last year’s study. The 2019 UK Customer Service Index Study is based on 6,759 respondents who purchased their new vehicle between November 2015 and January 2018. Suzuki GB PLC was also listed as the best car brand in January’s Institute of … [Read more...] about Suzuki named UK best for overall customer service
Nice Price Or Crack Pipe Is this used car a good deal? You decide! Movie stand-ins usually do a decent job of mimicking the celebrities they double. That’s not quite the case with today’s Nice Price or Crack Pipe Delor…I mean Bricklin. Let’s see if this weird BttF homage has you trippin’ over its price tag as well as its flux capacitor. Living is easy with eyes closed, Misunderstanding all you see… You know, I think John Lennon really captured the essence of Range Rover ownership in his song, Strawberry Fields. I mean, you don’t ease into the Range Rover experience through patient deliberation and methodical analysis of the pros and cons. No, based on its unflattering reputation, this is a marque that requires snap judgement and blind devotion. There was little of that aimed at yesterday’s 2006 Range Rover HSE, despite the fact that it seemed to have dodged the ‘knowing the service manager on a first-name basis’ demands … [Read more...] about At $15,000, Would You Go Brick to the Future in This Custom 1975 Bricklin SV-1?
Mercedes-Benz Malaysia (MBM) announced yesterday that the premium marque had achieved a personal best in terms of sales performance as well as in after sales, finance and customer experience. Their record-breaking third quarter performance in 2018 (3Q2018) had resulted in them delivering 10,143 to their customers since the start of 2018. They have also serviced over 109,927 cars in the same period which is an amazing feat as their customer satisfaction index is also at a record high throughout Southeast Asia. Mercedes-Benz Malaysia, President and CEO, Dr Claus Weidner (centre), together with (From Left) Mercedes-Benz Malaysia, Vice President, Customer Services, Mr Heinrich Schromm and; Mercedes-Benz Malaysia, Vice President, Sales & Marketing, Mr Mark Raine, at the Mercedes-Benz Malaysia Q3 2018 performance and highlights media briefing and preview of the Mercedes-AMG E 53 and Mercedes-AMG E 53 Coupé. Mercedes-Benz is consistently … [Read more...] about Mercedes-Benz Malaysia Posts Record Number of Cars Sold & Serviced and Improvements in Customer Experience in the 3rd Quarter of 2018
WHILST buying Co-Op car insurance is a doddle, the community-focused company offers poor customer care once they're on board. Brits rated their cover providers for the Auto Express Driver Power 2018 rankings, with 54 listed in total. Co-Op performed poorly for its handling of claims, in terms of: communication; speed; friendliness and helpfulness; and overall customer satisfaction. Its mediocre ratings for telephone experience and value for money landed the firm bottom of the top 25 insurers. On the other end of the scale, NFU Mutual was ranked as the best car insurance company for the third consecutive time this year. It received an impressive 96 per cent satisfaction rating, with only seven per cent stating they would not renew their policy. In second place was Police Mutual - a firm dedicated to the Service sector - followed by the popular Liverpool Victoria company that received 91 per cent approval. Privilege and AXA rounded up the top five, while Sainsbury's Bank received an 89 … [Read more...] about Britain’s best car insurance companies named – but Co-Op customers are not happy with their service