Heavy Duty Vehicles

A major manufacturer of heavy vehicles has the strategic goal of increasing its influence on the French market by increasing customer loyalty. As this is based on customer satisfaction, it is necessary to measure it continuously.

Two permanent barometers are designed and implemented:

- Sale of new vehicles

- Workshop services

In addition, surveys are conducted punctually for the sale of used vehicles.

In total each year, more than 1,000 interviews are conducted on HDV sales and more than 4,000 interviews about workshop services. Note that all these interviews are carried out by telephone by the concerned interlocutor, directly at the location of each of the customers.

A specific device for making the results available is implemented: each point of sale and each workshop has permanent access to the site to be able to follow the evolution of the results. A system of 'Hot Alert' is also designed to address any significant dissatisfactions of a customer to the managers concerned within 24 hours.

General monthly and regional reports are produced to allow continuous monitoring of customer satisfaction and the triggering of corrective actions if necessary.

The heavy-duty vehicle manufacturer has since acted on several levels in light of the results, both regional and national, and progresses regularly in terms of customer satisfaction.