Citroen Cars UK

Client Need

The client brief focused on an operational customer survey tool, this was developed to include additional business information.

Business Challenge

The automotive sector traditionally suffers from silos within retailers, especially between Aftermarket and Car Sales.  Therefore how could a survey, link departments and identify the relationship between "good service" and a decision to purchased a new vehicle from the retailer.

What Did CSM Deliver 

CSM measured the level of customer satisfaction in each dealership, broken down by key functions. The programme also included an opt in confirming the customers intended date for next vehicle purchase and sales call opt in.

It was anticipated that "good customer service" would generate a 15% request for a new vehicle quote.  However when the programme went live, the research identified, "excellent customer service" generated up to a 40% quote request.

The research confirmed a tangible business reason to increase investment in customer experience within aftermarket departments. 

This highlights the fact that where wow customer service is delivered, the cross-sell opportunity is very high.

Client Benefit

CSM delivered an independent programme capturing data at an operational level, which linked internal departments, which increased sales inquiries. Which means the client has a measurable ROI on the research investment.

Client Investment

A Customer Survey Programme, with Quarterly Reporting, based on Direct Mail, B2C research plus Data Capture for Next Vehicle Purchase.

Would You Like:

• Great cross departmental communication?
• Increased sales?
• In independent way to harvest enquirers from existing customers? 
• Operational spend to support increased sales?

If yes, call Oakleigh for a chat to see how our knowledge and experience can help you.

Call free on 0800 970 9940