To improve its customer satisfaction index (CSI) scores Citroen UK, an auto manufacturer, initiated a service performance measurement system. Earlier customer research was analysed, desired service behaviours defined, and service performance views obtained from sales and after-sales managers. A customer questionnaire was developed to be administered by individual sales and after sales personnel and feedback was used to form personal action plans for improvement. After a pilot programme in two de...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms

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