Customers

As part of our Customer 1st strategy, our Inchcape Advantage programme aims to deliver outstanding customer service ‘every time, every day, everywhere’. Our customer processes, training and systems throughout our retail centres allow local managers to set targets based on customer satisfaction measured through Net Promoter Score (NPS) and sales and service funnel management analysis. Our system for tracking daily customer information includes retail centre traffic, sales leads, test drives and vehicle and sales orders. The mystery shop facilitates customer understanding and is carried out on a monthly basis. Each retail centre submits feedback from 20 buyers and 20 non-buyers. This exercise is also undertaken with aftersales customers.

Our award winning Inchcape Advantage web portal is used to collect and monitor results from daily customer information which allows us to benchmark our businesses across all our markets. The Inchcape Advantage programme is used to monitor both our own performance as a retailer and the performance of our third party retailers where we manage the network as a distributor. It is this focus that helps us deliver outstanding customer service, builds loyalty and results in stronger relationships which leaves the Group better positioned to grow market share.

Customer 1st in 2011

• We carried out 2,255 mystery shop exercises in 217 retail centre showrooms across the Group;
• We carried out 2,087 mystery shop exercises in 204 service centres across the Group;
• We talked to over 82,000 customers for our vehicle sales NPS programme;
• We talked to over 78,000 service customers for our aft ersales NPS.

NPS has improved again across the Group in both sales and after sales.

As part of our aft ersales service we off er a Vehicle Health Check which includes:

• Tyre pressure check;
• CO₂ test and emissions test;
• Air condition check;
• Engine lubricant test.

A Green Test Drive is offered in some retail centres which gives tips on how to drive more efficiently, how to improve environmental impact and how to reduce vehicle running costs. Accessories are also available including low rolling resistance tyres, which can reduce CO₂ emissions by around 2%, and low friction engine lubricants, which can reduce CO₂ emissions by around 0.5%.