24th Aug 2017
Electric car manufacturer Tesla will allow customers to escalate their complaints and feedback directly to senior management, the company has announced.
Customers can log in to their online account and choose an option to “Escalate this concern for executive review”.
The change was announced by President of Sales and Service Jon McNeill on the Tesla Motor Club Forum.
Tesla has been in the news previously over its handling of customer complaints, most notably when a customer sued the business, claiming they had stopped responding to communication regarding repairs.
In the latest UK Customer Satisfaction Index from The Institute of Customer Service, the Automotive sector scored 79.4 out of 100, performing above the UK average.
Compared to the UK average, the Automotive sector performs best in addressing complaints but weakest on customer effort and satisfaction with website interactions and written communications.
10.3% of automotive customers experienced a problem, a slightly higher proportion than last year but still below the UK average of 13.1%. On the other hand, there has been a noteworthy improvement in the ratio of complaints resolved sooner than customers expected, currently 29.5% compared to 19.9% a year ago.
While the sector generally outperforms the UK average, it continues to perform below average for online measures, in particular the speed of response and the check-out process.
Automotive customers had to expend slightly more effort in dealing with organisations compared to a year ago. The sector’s customer effort score, 5.1, has increased by 0.3 points and is slightly higher than the UK average (4.9).
The Institute recommends that the industry focuses on making the customer journey easier, more straightforward and intuitive, and says maintaining a high focus on “right first time” is essential to convert customer satisfaction to stronger loyalty and recommendation.