Zenith reports rising customer service across dealer network
The company’s Pulse reporting platform uses includes a league table of its dealers, which reports on every area of their performance including response to orders, response to demo requests, any delays or missed targets, invoices received and accuracy of invoices.
The aim of the programme is to encourage improved supplier performance and create awareness of the need to provide exceptional customer service, with dealers that achieve five consecutive 100% customer satisfaction scores receive a “Zenith 5 Star Award”. Since February 2013, Zenith has awarded 26 certificates across 14 different dealerships.
Andrea Hodgson, fleet director at CJ Automotive Fleet Services, a winner of three awards, commented: ‘At Lightcliffe Volkswagen, Halifax, we share Zenith’s customer service ethos – to be the best. The Pulse system gives us meaningful and timely driver feedback and has enabled us to improve our service by looking at customer touch points as a direct consequence. We like the five-star awards as it motivates us to strive to continually raise the bar on behalf of Zenith and our customers, and we like winning!’