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, offer oodles of convenience to its customers, and ensure 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 digitized program to enhance customer experience.

Digital Survey Implementation

Under this strategy, every sales and after-sales outlet provides a digital survey to its customers in the region, allowing them to share their buying experiences. To ensure that customers have a good time frame to fill it out, an SMS will be sent to every Nissan customer containing a link to the survey. This approach ensures that customers can fill out the survey anytime and anywhere, sans any hesitation.

Customer Feedback and Trust

Thierry Sabbagh, Managing Director of 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.”

Survey Parameters

The survey utilizes a 10-point scale covering several aspects, including:

Showroom or service station visited
Sales or service advisors they have communicated with
Quality of service received
Time taken for the service
Condition of the car when returned
Ability to analyze the problem
Amount charged from the consumer
Quality of the environment
Communication style of the staff
Quality of spare parts used

Such parameters are vital in determining the level of customer satisfaction and analyzing whether customers would return to these places or prefer other brands’ dealerships and service stations.

Real-Time Issue Resolution

The predicament doesn’t end with just identifying the problem; that's merely the tip of the iceberg. Measures must be taken to resolve it in real-time to ensure a reassuring smile on the customer's face. To demonstrate this, Nissan has introduced a Red Flag system designed to prevent issues from escalating into significant dissatisfaction. This system ensures that feedback is addressed within a 48-hour period, providing solutions to alleviate customer anxiety and concerns.

Conclusion

Through various new-age technologies and customer enhancement techniques, Nissan has built a robust foundation to serve its customers better, maintaining a ‘customer-first’ approach while looking towards the future. Such initiatives are likely to help it gain preference over other brands in the minds of customers and build a reputation that attracts more benefits in the future. Customers are in for a treat with such wise and organized campaigns, enhancing both their experience and the economy’s functioning.

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