Part of the problem with measuring your customer services process and customer satisfaction is that the areas that lead to dissatisfied customers are often subtle and difficult for staff to pinpoint.
For example, perhaps a customer was disappointed by what they received in part exchange, or perhaps a particular turn of phrase used by the salesperson was taken the wrong way. One particular mistake that’s often made by the staff at dealerships is failing to follow up on a lead, due to having assumed the process was concluded, when the customer may have been waiting for a call.
None of these problems are necessarily serious, but they have the potential to snowball and turn into ongoing problems for the business if they are not dealt with. The example above, for example, could be resolved by just getting back in touch with the customer!
We have found that genuine used car loyalty is, on average, only 14%. And yet some retailers can achieve double this. How? It is partly down to delivering first class customer service, but it is also about just keeping in touch and, ideally independently, checking on how the customer is feeling about the experience.
It’s inevitable that you’ll get the occasional disgruntled customer who just can’t be pleased. That happens to every business at some point. Fortunately, JudgeService helps you place such negative feedback in context, so you can see whether they are actually indicative of a larger trend.
Independent reviews provide you with unbiased feedback about your customers’ experience. This provides the opportunity to act on the results, to resolve general issues in training programmes, pinpoint and rectify a specific problem on a particular site or recognise good performance.
Learn how JudgeService can help you find out why a customer did not buy.
For more about how JudgeService believes Honesty is the Best Policy, download the FREE Industry Paper – Trust the Reviews. Alternatively, you can contact us by email or by calling 01423 649040.
