We began working with Citroën in 2000; supporting their requirement to measure and improve levels of customer satisfaction across their dealer network in the UK. To ensure effective and up to date feedback from customers, we validated and redeveloped an ongoing satisfaction measurement for Citroën’s entire sales and service network across the UK.
The Customer Satisfaction Index provides data on various factors relating to sales and service of Citroën vehicles at Citroën approved dealerships. The key objective of this study in addition to measuring customer satisfaction is to identify strengths, weaknesses and improvement opportunities.
Since the CSI’s inception, the programme has been enhanced to provide increased frequency of reporting and access to results. This has been achieved through a dedicated CSI website accessible from each dealership to track customer CSI data on a daily basis. Using our interactive approach to reporting, dealers can carefully track the effects of their actions plans on customer satisfaction.