research papers customer satisfaction automobile industry

determining the importance of 30 attributes. It is no good trying to satisfy everyone, as we do not aim our products at everyone. Developing a customer satisfaction programme is not just about carrying out a customer service survey.

The tool kit for measuring customer satisfaction boils down to three options, each with their advantages and disadvantages. )t can cost as much as six times moreto #in a ne# customer than it does to,eep an existing one '0osenerg and C1epiel 2345(. What Do The Measurements Mean?

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There is no single definition of what comprises a customer satisfaction index. These could be quite specific such as a newsletter, changes to the invoicing, or a hot-line for technical information. The implications of customer satisfaction studies go far beyond the survey itself and will only be successful if fully supported by the echelons of senior management. The sales teams Christmas card lists may well be the best lists of all but they are kept close to the chest of each sales person and not held on a central server. Step 4: Create an action plan Describe the problem Think through the issues that need to be addressed and list them out Identify the root cause of the problems Identify any barriers that could stop the improvement taking place Set measurable targets Allocated resources (usually money. However, there is a price to pay for these improvements. Driving Long-Term Dealer Profitability, preowned vehicle customer's experiences constitute an untapped opportunity for dealers to optimize their sales efforts in this market and will, in turn, lead to better long-term profitability for the dealers. For this reason customer surveys are necessary to measure and track customer satisfaction.

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