‘COURTESY AND HELPFULNESS’ SETS TONE FOR WORKSHOP CUSTOMER SATISFACTION GROWTH – RENAULT TRUCKS
OVERALL CUSTOMER SATISFACTION OF RENAULT TRUCKS' WORKSHOP PERFORMANCE HAS INCREASED BY 2 POINTS YEAR ON YEAR
Overall customer satisfaction of Renault Trucks’ workshop performance has increased by 2 points year on year, taking 2015 levels to 87%, the highest on record, according to the manufacturer’s latest independent survey.
The Retail Excellence survey tracks customer satisfaction in key areas of workshop performance that include likeliness to recommend, likeliness to repurchase and overall satisfaction, as well as monitoring service quality across the Renault Trucks UK dealer network. Results show improvements in the perception of quality of service and repair, and notably ‘Courtesy and Helpfulness’.
Nigel Butler, Commercial Director, Renault Trucks UK, says: “We very much value the feedback our customers provide for our survey and are delighted with the latest results. Our customers deserve the best support from us throughout the life of the vehicle, which has been a focus for the Renault Trucks network, so this positive response from our customers is testament to the efforts we have made so far in improving our service delivery.”
He continues: “We value long term relationships, and so do our customers. This new high for workshop performance sets our benchmark, and we are committed to develop and improve our customer experience further. That means being the best in workshop performance, MoT pass rates, parts availability and breakdown response times.”
The Retail Excellence Customer Satisfaction Survey is conducted by external auditor, TNS, for Renault Trucks. The survey canvasses opinions via telephone interviews which are carried out continuously over the year. A total of 807 interviews were conducted as part of the 2015 Renault Trucks Workshop survey.