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The automotive financial sector is highly competitive so to stand out you need to provide exceptional customer service and competitive products to attract and retain customers. Since 2002 we have worked with Mercedes-Benz Financial Services conducting quantitative GAP research to provide actionable data ensuring that MBFS are able to offer the best service and the best products.
Monthly telephone interview waves are conducted with four distinct groups of MBFS customers:
- Live-those currently using finance
- Mature-those who have finished their finance deal
- Those who have contacted customer services
- Those who have settled their account early
Outputs from the research are communicated to key decision makers at MBFS’ where action plans are developed to improve products, services and behaviours.
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“Over the years Maven have provided a professional, efficient and friendly service and can always be relied upon to respond quickly to any request; be it for additional analysis or a late change to a brief.
Their knowledge of our business is excellent and from this they are able to make recommendations on how to improve our results and get the most from the research. I would not hesitate in recommending their service to anyone.”
Mercedes-Benz Financial Services UK |
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