MAN launches customer experience initiative 09 March 2016

MAN Truck & Bus UK has launched its Customer First initiative – designed to change the focus and dramatically improve customers’ experiences across the business.

Simon Elliott, managing director of MAN Truck & Bus UK, says the firm’s investment of “a seven figure sum” follows input from global management consulting McKinsey.

“We are more than 100% committed to improving the customer experience,” comments Elliott.

“We have worked extremely hard with customers, dealers and staff to identify where improvements can be made – and have made them to ensure our customer service will be recognised as an industry benchmark.”

Elliott says the challenge involves both MAN’s internal teams and the entire dealer network.

“As part of the scheme, there will be on-going training at all levels throughout the country,” he explains.

Additionally, customer satisfaction will form part of the new dealer bonus scheme for 2016.

“Regular customers will now be surveyed periodically throughout the year so that we can closely monitor the service we provide,” comments Trish Newman, recently appointed head of UK customer satisfaction.

“It means any dissatisfaction can be flagged up at an early stage and acted upon immediately, with hot alerts.”

Brian Tinham

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MAN Truck & Bus UK Ltd

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