Follow-up Contact After Work

The Customer Follow-up Contact After Work is the activity the Maserati Dealer must perform after the Delivery, with the aim to investigate the Customer satisfaction with the service experience and improve the Aftersales processes.

This process does not replace the NPS Customer Survey performed centrally by Maserati S.p.A., but it is a great opportunity to explain and anticipate to the Customers our Aftersales Survey.


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Main objectives:

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Verify whether the Customer complaints have been solved

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Investigate the Customer’s satisfaction with the whole Aftersales service

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Anticipate and solve any critical issues

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Turning discontent into an opportunity to show professionalism

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Identify recurring causes for Aftersales processes improvement

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Correct and regular application of the Customer Follow Up Contact leads for an improvement of Follow-up Call KPI & NPS

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Contact preparation
Customer Contact & Interview
Survey Results Recording
Critical issue management

Golden rules

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Customer satisfaction index (CSI)

Customer Follow Up Contact After Work
GUIDELINES KPI CSI QUESTIONS
6 Golden rules with actions to apply once Customer left the service advisor Contact preparation  FOLLOW-UP/SATISFACTION/ RECO Q10 : How satisfied were you with the personalised follow-up contact you received from the service department after your service visit? Customer contact and interview FOLLOW-UP/SATISFACTION/ RECO

Q1 : Thinking about this visit, how satisfied were you regarding your overall experience with the service department?

Q2 : How likely are you to recommend this service department?

Q9: Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?

Q10 : How satisfied were you with the personalised follow-up contact you received from the service department after your service visit?

 Recording and monitoring  FOLLOW-UP/SATISFACTION/ RECO

Q1 : Thinking about this visit, how satisfied were you regarding your overall experience with the service department?

Q2 : How likely are you to recommend this service department?

Q10 : How satisfied were you with the personalised follow-up contact you received from the service department after your service visit?

 Critical issues management FOLLOW-UP/SATISFACTION/ RECO

Q1 : Thinking about this visit, how satisfied were you regarding your overall experience with the service department?

Q2 : How likely are you to recommend this service department?

Q10 : How satisfied were you with the personalised follow-up contact you received from the service department after your service visit?

Customer Follow Up After WorkTools

GUIDELINES KPI CSI QUESTIONS
Tool sheet Telephone/ mail scripts - Method sheet - Tool sheet Tracking Table FOLLOW-UP/SATISFACTION/RECO

Q1 : Thinking about this visit, how satisfied were you regarding your overall experience with the service department?

Q2 : How likely are you to recommend this service department?

Q9: Thinking  about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?

Q10 : How satisfied were you with the personalised follow-up contact you received from the service department after your service visit?.

Associated tools