|
|
|
Mercedes-Benz is one of the largest automotive companies in the world and they pride themselves as one of the finest in their industry. The organisation is committed to measuring satisfaction across their sales and service network.
We first commenced work with Mercedes-Benz UK in 1997 when we carried out a Gap Analysis study. Through development, innovation and meeting customer needs, the research project has become an ongoing Customer Satisfaction Index (CSI) programme supporting their dealer sales and service network across their entire brand portfolio.
A major development in the research programme was the introduction of a bespoke real-time reporting web platform. This provides dealers the opportunity to track their CSI scores and comments on a daily basis. In-built to the CSI programme is a method of identifying strengths, weaknesses and opportunities for improvement and in addition to that, the programme plays a fundamental role in rewarding employees. The CSI programme has been such a success that it has been recognised as the blueprint for all other Mercedes-Benz trading organisations globally.
|
|
“Finding a reliable research partner is notoriously difficult. However, I have been impressed with the service provided by Maven. They provide great service, quick turnarounds at reasonable cost and always deliver on time. Making my job a lot easier and more enjoyable.”
Mercedes-Benz UK |
|
