Customer satisfaction index launched by Scania 24 July 2013

Having announced a customer satisfaction index (CSI) more than 20 years ago, Scania has now launched a new version, which the trucks OEM says is to help improve the performance of its UK service and sales network.

The new system provides Scania's managers with instant access to customer feedback, via a secure online portal, with alerts sent to appropriate individuals for rapid response.

"While many organisations today operate CSI systems, few are geared up to act upon their findings quickly, efficiently and effectively," states Harjinder Atwal, director of services development for Scania.

"From the customer's point-of-view, this can create an issue, as nobody wants to spend time giving their opinion only to find no action is taken as a result," he continues.

"So our new CSI system has been created to ensure that feedback is seen by the appropriate manager, or managers, as soon as possible in order that appropriate action can be taken without delay," he says.

Author
John Challen

Related Companies
Scania (Great Britain) Ltd

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