Feedback for KIA Motors - by means of the loyalty program

The solution of Manzana Group company which was the basis for the project of quality evaluation of work of the technical centers Kia Motors under the conditional name Voice of Customer ("The client's voice") is implemented.

Implementation

That each client could express quickly the opinion on service quality, in the technical centers of official dealers of Kia Motors special terminals for monitoring of customer satisfaction are installed. Quickly the convenient touch screen and the dynamic interactive application developed based on Microsoft Silverlight technology helps to answer questions.

Data obtained thus are collected in a single system and immediately go the staff of department of an after-sale service of Kia Motors into the disposal. Information is displayed in real time on the specialized portal and becomes a reliable basis for the most operational, exact and objective quality evaluation of work of technical centers of dealers of Kia Motors.

Several types of ready analytical reports which allow to provide data on survey results in different cuts are specially developed. They give the broad picture of opinions of clients on quality of work of technical centers and help to keep track of dynamics of change of customer satisfaction.

Results and plans

50 dealers became project participants. It is supposed that by the beginning of the next year the solution will cover all dealer network of Kia Motors in Russia - more than 150 centers.

Opinion

"Within the Voice of Customer project of Kia Motors Rus company the most useful tool was provided for an operational feedback with clients and the analysis of their satisfaction. It is one more solution for management of loyalty which with success can be applied in the most different spheres of customer service", − the CEO of Manzana Group Oleg Palenov notes.