Pictured above: Inchcape Group Franchise Director Peter
Eaton, who oversees the operations of Mercedes-Benz retailers in
Derby, Leicester, Loughborough and Nottingham, is pictured with Dr
Dieter Zetsche, Chairman of Daimler AG and Head of Mercedes-Benz
Cars
Inchcape Mercedes-Benz has dominated the manufacturer's customer
satisfaction league by clinching first, second and fourth places
for 2009 in the ranking of 35 Mercedes-Benz territories
nationwide.
All three of the group's regions, which includes Mercedes-Benz
of Nottingham and its sister sites in Derby, Leicester and
Loughborough, bettered the national average and were divided by
just over 0.5%.
Mercedes-Benz continually audits its retailers to ensure best
practise is being delivered, compiling 'real world' results by
charting customer feedback in its Customer Satisfaction Index
(CSI). The dedication of Mercedes-Benz and its retail partners to
delivering first-class customer service has just been recognised by
the Institute of Customer Service, which named it as the best
automotive manufacturer for customer satisfaction in the UK.
Inchcape's success underlines the group's unwavering commitment
to providing customers with an unprecedented retail experience via
the knowledgeable and established teams at each retailer
complemented by the constant support that is offered during a
customer's Mercedes-Benz ownership. This comes through Inchcape's
dedicated Customer Support Unit which regularly calls customers to
check that they are satisfied with the service they have received
and to offer assistance when it comes to the likes of booking a
service, arranging an MoT or even just answering a random question
on how a function works on owners' cars.
As Nigel Ward, Sales & Marketing Director, Inchcape Retail
Mercedes-Benz & smart, explains, it is this proactive approach
that has helped the retailers in the East Midlands to return
exceptional CSI results and earn the acknowledgement of the
manufacturer. Group Franchise Director Peter Eaton recently met
with Dr Dieter Zetsche, Chairman of Daimler AG and Head of
Mercedes-Benz Cars, to discuss the measures that have been
implemented as part of Inchcape's customer service approach.
"While we strive to provide cost-effective, prestige motoring to
our customers, we complement this with a service that is priceless
in regards to the extra mile that we are prepared to go," said
Nigel.
"In particular, this has really been proved with the retention
of our After Sales customers during the challenging economic
climate when many may have been considering non-official servicing,
but that's not to say that we will be resting on our laurels."
Nigel continued: "We are constantly re-evaluating our operations
to improve our service and actively invite feedback from customers,
whether it's good or bad. And as good as this result is, we view it
as a great base to take our customer satisfaction to an even higher
level in 2010."