What’s that one thing every company is doing to increase sales amidst these unprecedented times? It’s providing as much customer satisfaction as possible. Nissan, one of the most successful players in the Middle East region, has been the undisputed king in focusing on cars that are reliable, offers oodles of convenience to its customers and eye clean mobility with an astounding focus towards the future. While its customers and potential buyers enjoy a huge product offensive, it wants to take things a notch above with the introduction of a new digitised program to enhance customer experience.
Under this strategy, every sales and after-sales outlet provides a digital survey to its customers in this region through which they can share the details of their buying experience. To make sure the customer gets a good time frame to fill it, an SMS will be sent to every Nissan customer containing the link of a survey that will have all the questions to enhance the way of working or operations of the dealerships and after-sales outlets. This ensures that the customer can fill the survey anytime and anywhere sans any hesitation.
Thierry Sabbagh, Managing Director, Nissan Middle East commented: “At Nissan, our customers remain at the core of our operations, and their feedback is instrumental in helping us better serve their needs. Our new digital survey builds trust among customers in the region and proves that Nissan is a brand that truly cares. By addressing key customer experience aspects and acting upon feedback swiftly, we keep a real-time pulse on changing customer preferences and rapidly innovate to redesign journeys that matter to a very different context.”
The survey flanks a 10-point scale sheathing several aspects such as showroom or service station visited, sales or service advisors they have communicated with and the quality of service received which relates to the time taken for the service, condition of the car when returned, acumen in analysing the problem, amount charged from the consumer, quality of environment, way the staff communicated, material quality of spares used and so on. Such parameters are vital in finding the level of customer satisfaction and even an analysis into whether he would turn up at these places the next time or prefer other brands’ dealerships and service stations.
The predicament doesn’t end with just knowing the problem. That’s the tip of the iceberg. Measures must be taken to resolve it in real time to administer a reassuring smile on the visage of the customer. To demonstrate this, Nissan has introduced a Red Flag system within its system which prevents issues from turning into a ghastly dissatisfaction for the consumer making sure feedback is received within a period of 48 hours having the solution for the problem so as to eschew some of the anxiety and daunting feeling within the customer.
Through several new-age technologies and customer enhancement techniques, Nissan has built a vehement foundation to serve its customers better keeping a ‘customer-first’ approach and eyes that look into the future. Such initiatives are likely to help it gain preference against other brands in the minds of customers and build a reputation that will attract more benefits in the future. Customers are in for a treat with such wise and organised campaigns making theirs and the economy’s functioning better.
