The range of services offered by Audi Zentrum Dresden includes maintenance and repair work as well as service consulting, leasing, sale and rental of Audi cars. As an Audi Top Service Partner for 2017, Audi Zentrum Dresden is a customer-centered dealership that places great emphasis on quality, competence, and service.
How to overcome the challenge of measuring customer satisfaction
Audi Zentrum Dresden had executed customer surveys via telephone in the past. This approach led to low numbers of feedback and an unclear view of customer satisfaction levels.
To counteract this, Spectos was approached to create with its solution for customer satisfaction surveys a system in which customers could share their opinions on-site directly with the dealership. Spectos Mobility allowed customers to provide immediate feedback after their service was complete. Another solution was the creation of multiple channels to listen to and understand the customers’ satisfaction levels. These approaches motivated customers to participate and share their experiences more often.
Giving feedback made easy
To receive a customer’s opinion directly at the dealership, each customer received a tablet after service was completed on their vehicle. Additionally, to ensure all customer feedback was captured, a flyer with a QR code was placed in each customer’s car. This QR code linked to the survey online and gave the customer the comfort of answering questions at home or at a later date.
Improved customer satisfaction
Audi Zentrum Dresden received invaluable feedback from this campaign. It was able to understand better its customers and their wishes for bettering services. The measures taken afterward led to a sustained improvement in customer satisfaction and loyalty.
