Automotive manufacturer overwhelmed by quality of customer insight

kia

Senior management at Kia have been bowled over by the quality of the data they are receiving from Comments Boxes in their dealerships across South Africa.

Despite only undertaking a pilot in spring 2015, the Boxes have already solicited so much excellent quality feedback that Kia are now rolling more Boxes out across the network nationally.

Below are a number of examples of the comments Kia has received and can now act on to improve customer experience:

“Please train technicians as service advisors. Information gets lost in translation.”

“If there was another dealership i would have moved, if you’re too busy then stop selling cars and concentrate on your existing clients.  6 months waiting for a part and no call to update? Now sitting in your lounge 30 minutes and not being told what’s going on.”

“I KINDLY NEED CLARITY WITH REGARDS TO SERVICE LEVEL TO YOUR CUSTOMERS, I BROUGHT MY CAR JUST BEFORE 7 AM ON THE 10/07/2015 AND I WAS THE SECOND ON THE LINE AND TO MY SUPRISE BY 15HR THATS WHEN I WAS INFORMED THAT FRONT BREAK PAIRS NEEDS TO BE REPLACED AND MORE TO THAT BY 1PM THEN MY CAR WAS NOT ATTENDED, NOW I NEED TO UNDERSTAND WHAT IS THE POLICY WITH REGARDS TO CUSTOMER SERVICE?”

Bronwyn O’Neill, Business Development Director of Feedback Ferret South Africa said: “Whilst we at Feedback Ferret know the Comments Boxes solicit great quality feedback that clients can really act on, the Kia management were initially sceptical. We undertook a pilot and blew them away with the insight that was produced. We are of course delighted to adopt our first automotive Ferret Fan in this part of the world and look forward to promoting the work we are doing with Kia to other manufacturers in this sector in the coming months.”

Testimonial

The Kia management were initially sceptical. We undertook a pilot and blew them away with the insight that was produced.

Bronwyn O’Neill
Business Development Director, Feedback Ferret South Africa