Client: Inchcape

Location: UK, Australia, Hong Kong, Singapore, Greece, Belgium

Reporting Level: Commercial and Marketing Directors

Task: To determine future strategy for high levels of customer service and satisfaction in motor dealerships

What we did:

• Detailed qualitative and quantitative research into car buying behaviour
• Understood current good and poor levels of service when buying a car
• Analysed behaviour and requirements by customer segment types

Result:

We identified four key customer segments, all requiring a different approach from the dealership sales team. We also identified the ‘must have' elements of service applying to all customers.

The results of this work have formed the central theme of staff training programmes across all geographies, leading to improved levels of customer service, helping to drive sales within a difficult business environment.