MAN Truck & Bus UK has invested a seven figure sum in improving the customer experience. The company has sought the expertise of global management consulting firm, McKinsey & Company, to launch its new ‘Customer First’ scheme. The new initiative has been designed to change focus in an attempt to dramatically improve the customer experience across the whole business. Regular customer experience surveys will be undertaken throughout the year with constant re-evaluation. Customer satisfaction will also form part of the new dealer bonus scheme for 2016, so that dealerships are rewarded for providing a great customer experience ensuring this vital subject is on everyone’s radar.
MD of MAN Truck & Bus UK, Simon Elliott, said, ‘We are more than 100% committed to improving the customer experience. As part of the scheme, there will be on-going training at all levels within the business throughout the country, whilst a new POS will be introduced across the dealerships spelling out the company’s pledge to its customers and ensuring everyone walks the talk.’