Last updated: January 2017
Price: £1,350.00 (excluding VAT)
The latest UKCSI shows that customer satisfaction for the Automotive sector is at the same level as a year ago and above the UK average, though the gap is closing. It is the only sector whose score has not improved since January 2016.
Automotive is also the only sector with fewer customers who say their most recent interaction was right the first time. And despite a stable customer satisfaction score it is harder for organisations to earn customer advocacy.
7 of the 23 automotive sector organisations have improved by one point or more since January 2016. Land Rover is the best performer in the sector. Suzuki, which s the most improved, is also amongst the 10 most improved organisations across the UKCSI as a whole.
In addition, the report examines the attributes of the customer experience most important to customers in the sector and how this compares to customer satisfaction for these measures. It contains benchmarking of sector and national results on key complaints measures, evaluates channel usage and satisfaction, explains the importance of organisations getting it right first time, and analyses overall customer satisfaction against reputation, customer effort, trust, loyalty and NPS.
The report also gives an indication about what organisations in the sector should do to improve their customers’ experience.