New customer experience manager at Kia Motors UK
David Hart has been appointed as customer experience manager at Kia Motors UK, with responsibility for helping the network of 188 dealerships to measure and improve customer experience.
The dedicated customer experience improvement managers work with over 40 dealers at any one time across the UK. They act as a free consultancy service that works in partnership with the dealers to drive up customer satisfaction.
The team is located within Kia’s Customer Quality department and comprises two staff based at Kia UK Head Office and three field based team members. Collectively, the department holds a total of 75 years of industry experience between them.
Kia has recently been voted as ‘Manufacturer of the Year’ for the second time, at the Car Dealer Power Awards 2016. A recent customer experience initiative has involved contacting prospective customers to rate their test-drive experience. This has resulted in feedback and an average satisfaction score of 9.7/10 for the dealer network.
Kia has set ambitious goals to become a top three volume brand using independent industry recognised measures. Strategies include Kia dealers collaborating with local companies to offer discounts, lunches, fitness classes and more, with some activities made available to customers while they wait for the service of their car.