Peugeot invests heavily in customer satisfaction

Customer satisfaction and loyalty are key parameters for car brands. Peugeot is well aware of this and is working with Analysegruppen to improve customer satisfaction in Denmark and Sweden.

“Analysegruppen is one Scandinavia’s best suppliers of customer research. They work professionally with tested and research-based analytical models which lead to clearly defined and relevant focus areas. Their research gives us the necessary tools to improve customer satisfaction,” says Customer Relations Manager Brian Maach from Peugeot Scandi.

Peugeot’s increased focus on customer satisfaction is a large scale investment designed to ensure consistent comparisons across countries, regions and individual dealers. A main part of the project is to ensure that Peugeot can transfer data collected to action plans on all levels – from group management to dealers and garages. One of the challenges was to identify the priority parameters that have the greatest impact on customer satisfaction and loyalty and ensure that the right focus is maintained.

With Analysegruppen’s ‘Customer Intelligence’ platform, Peugeot is able to react quickly to all customer evaluations and remain continually updated on satisfaction and loyalty levels from the sales and service of cars. Peugeot will get feedback from customers who have bought a new or used car from a certified dealer and customers who have had their car serviced at a certified garage. The ongoing surveys will cover around 2,000 interviews each month with customers who have bought a car and around 5,000 interviews with customers who have used a Peugeot garage in Denmark and Sweden.