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Customer Experience Programme: Net Promoter Score (NPS) Overview - Year To Date (September)

This document provides an overview of Net Promoter Scores (NPS) for various automotive brands within Al-Futtaim Automotive for the year to date in September. It shows the NPS for sales, service, rentals, and bodyshops, comparing 2019 scores to 2018. The second part describes Al-Futtaim Automotive's customer experience program, which is designed to measure customer experience, provide insights to identify improvement areas, implement changes, and validate the impact of those changes. The program aims to enhance customer experience and give Al-Futtaim a competitive advantage through this continuous improvement process.

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Usman Farooq
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70 views3 pages

Customer Experience Programme: Net Promoter Score (NPS) Overview - Year To Date (September)

This document provides an overview of Net Promoter Scores (NPS) for various automotive brands within Al-Futtaim Automotive for the year to date in September. It shows the NPS for sales, service, rentals, and bodyshops, comparing 2019 scores to 2018. The second part describes Al-Futtaim Automotive's customer experience program, which is designed to measure customer experience, provide insights to identify improvement areas, implement changes, and validate the impact of those changes. The program aims to enhance customer experience and give Al-Futtaim a competitive advantage through this continuous improvement process.

Uploaded by

Usman Farooq
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Customer Experience programme

Net Promoter Score (NPS) Overview – Year to Date (September)

YTD'19 Vs YTD'18 YTD'19 Vs YTD'18


Sales NPS – YTD'19 Service NPS – YTD'19
LEXUS 78 7 HONDA 53 3

TOYOTA 77 15 VOLVO 48 -4

AFA 71 8 AFA 44 7

HONDA 70 7 LEXUS 42 12

VOLVO 64 -25 TOYOTA 42 8

CJDR 61 -6 CJDR 37 3

AUTOMALL 51 2 AUTOMALL 25 5
AFA Overall Operated by Fast Fit

NPS

Rental NPS – YTD'19


YTD'19 Vs YTD'18
51 Bodyshop NPS – YTD'19
YTD'19 Vs YTD'18

HERTZ 54 3 ALAC 52 -1

AFA 51 6 AFA 51 6
Customer Experience programme
Process of driving continuous improvement

Our program is designed to measure and drive tangible outcomes that enhance Customer Experience
and give Al-Futtaim Automotive a Competitive Advantage

04. VALIDATE 01. MEASURE


Measure the impact of the changes to check that the Consistently measure customer experience across the
change has been successfully adopted into the whole journey; Net Promoter Score, Customer
business operations Satisfaction, Voice of the Customer, Mystery
Shopping

03. IMPLEMENT CHANGES 02. ACTIONABLE INSIGHTS


Implement changes: 1) In 1-2-1 coaching sessions Provide associates with the tools to analyse customer
with associates, 2) In pilot locations/channels then feedback to identify the actions that will improve
scale in an agile manner customer experience
Strategy – Two Pillar Approach

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