1st Jun 2018
Jaguar Land Rover (JLR) is to undergo a major restructure, it was announced this week.
A new commercial division will place customer experience at its core, with the appointment of current global PR communications director Fiona Pargeter to the new position of customer experience director.
The restructure is designed to make JLR “ fit for the future”, commented chief commercial officer Felix Brautigam. “This restructuring brings key functions together, enabling us to delight customers, strengthen our brands, define outstanding products and drive success – success derived from better responding to our customers’ needs that are changing as quickly as the communications landscape is being revolutionised.
“We are driven by one goal: creating experiences that our customers will love for life,” he added.
JLR scored 76.7 in the most recent UK Customer Satisfaction Index (UKCSI) from The Institute of Customer Service, which is lower than both the UK all-sector average (78.1) and the automotive sector average of 79.5. The company also saw the biggest year-on-year fall in the sector, dropping by 6.1 points compared with January 2017.
According to the UKCSI, 34.2% of automotive customers seek excellent service and are prepared to pay a premium price in order to get it, the highest proportion of any sector. Additionally, 58.7% prefer a balance of price and service and are not prepared to compromise service levels in pursuit of the cheapest deal.