Barometer - Measuring Customer Satisfaction – sale and after sale

This project was conducted on behalf of a major European truck manufacturer.
It consisted of measuring customer satisfaction both at a sales level and with the service provided by the manufacturer’s dealers and repairers.
This monthly barometer has been conducted by Efficience 3 for several years in France. Between 2,500 and 3,000 interviews are held annually for the service part, and between 300 and 500 for the sales part.
Throughout the survey periods e-mails are sent after each interview to the relevant staff so that they can become aware of the results in real time, regardless of whether customer feedback is positive or negative. Respondents' contact details are included when they have not chosen to be anonymous and they can be called back quickly in case of dissatisfaction.
Every month hundreds of different Excel and PDF reports are distributed to all relevant persons, from managers of service centres or sales outlets to top management via regional managers. These same reports have also been made available on an interactive web platform with personalised access.