Mercedes-Benz customers salute Inchcape Retail

Inchcape Retail has topped the Mercedes-Benz Customer Satisfaction Index (CSI) for a second year running – and the company is already looking forward to a third year of success. It was Inchcape’s six dealerships in the North West market area that combined to produce the winning score for 2006, achieving between them a remarkable 96.45% satisfaction rating. Inchcape has three of the biggest of Mercedes’ 34 market areas, including the North West, which came third in the CSI last year. The outlets are Mercedes-Benz of Chester, Liverpool (which came third overall nationwide), North Wales (Llandudno), Southport, Warrington and Wirral. The highest-scoring individual dealership in the UK was also an Inchcape outlet – Mercedes-Benz Loughborough – while Stratford-upon-Avon came fourth, giving Inchcape three of the top four locations’ most highly rated by customers.“The customer is always at the centre of our activity, and this latest result is an indication of our total commitment to customer satisfaction,” said Peter Eaton, Mercedes-Benz Group Franchise Director for Inchcape Retail. “Our staff are determined to make us number one, and the CSI is the yardstick that shows they really can deliver.” The Mercedes-Benz Customer Satisfaction Index is based on questionnaires sent to all new car customers, with 46 questions covering all aspects of the Mercedes sales experience.“If there is any secret to our success, it’s a clear focus on becoming the world’s most customer centric automotive retail group,” said Peter. “We analyse closely any element of customer dissatisfaction and take appropriate and rapid remedial action.
Importantly, we take care to communicate with our customers at all times, and follow up later to make sure that everything is to their satisfaction. Every member of staff is aware that this is Inchcape’s approach and that no exceptions will be made.”Peter paid tribute to both the showroom staff and to Inchcape’s senior management: “There is huge commitment from our directors and management team to this customer satisfaction process. “Our challenge now is to maintain and build on our leading position by keeping that focus. I’m absolutely confident that with our quality of staff and commitment we can do as well if not better next year.”