According to Suzuki, key objectives include raising the profile of CSI across the dealer network and providing dealers with real-time reporting on customer opinions.
The process works like this: customers who have provided an email address will be invited to follow an Internet link to access a new questionnaire with 10 appraisal questions, through which they can rate their sales or service experience. Those who respond below the “very good” level to any single question will be asked further questions to help better understand their concerns.
Furthermore, any customer who asks to be contacted by their dealer or the company on a specific matter will trigger a “Hot Alert” email to the aforementioned dealer. Progress on these alerts will be monitored on Suzuki’s dealer portal, with internal reminders sent until the issue is resolved.
“We believe My CSI will engage us more closely with our customers and help us understand and respond more quickly and effectively to any problems they might encounter,” David Seward, Senior Director for Sales and Marketing said in a release.
“It is a user-friendly, cost-effective tool that will be central to ensuring we build brand loyalty and deliver the highest level of service all-round by identifying and implementing best practice solutions. The Hot Alerts function is a core element in what we are doing and will play a critical role in improving the quality of our service delivery,” added Seward.
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