Customer for life – using business tools to build sustainable relationships
Johannes FleckVolvo Car Corporation, Germany
Adrian Wimbush and Anarkali CheckGfK Automotive, United Kingdom
INTRODUCTION
This paper looks at how the application of a global customer satisfaction program within a major European market, Germany, has resulted in significant improvement in Customer Satisfaction for Volvo.
Volvo Car Germany have seen the top box score (Outstanding) on customers' dealership overall opinion of their sales experience more than double from 17% in March 2001 to 45% in September 2005. Overall opinion of service experience has shown a similarly impressive...