Zenith has seen customer satisfaction rise across its dealer network by 6%, following the launch of a new league table and awards programme.
Zenith’s suppliers are able to monitor and measure their own performance through the company’s Pulse reporting platform.
Pulse includes a league table of Zenith’s dealers, which reports on every area of their performance including response to orders, response to demo requests, any delays or missed targets, invoices received and accuracy of invoices.
Dealers that achieve five consecutive 100% customer satisfaction scores receive a ‘Zenith 5-Star Award.’ The aim is to encourage improved supplier performance and create awareness of the need to provide exceptional customer service.
Since February 2013, Zenith has awarded 26 certificates across 14 different dealerships.
Andrea Hodgson, fleet director at CJ Automotive Fleet Services, a winner of three awards, said: “At Lightcliffe Volkswagen, Halifax, we share Zenith’s customer service ethos – to be the best.
“The Pulse system gives us meaningful and timely driver feedback and has enabled us to improve our service by looking at customer touch points as a direct consequence.
“We like the 5-star awards as it motivates us to strive to continually raise the bar on behalf of Zenith and our customers, and we like winning.“