AUTOMOTIVE

Evaluating the satisfaction index of customers within the premium segment of "Mercedes-Benz Group" highlighted areas for enhancement. The identification of key strategies for the local distributor's development became essential for optimizing the customer experience and plan effectiveness.

Conducting surveys as customers exited the distributor's offices and engaging with owners of premium cars formed a dual-pronged strategy. This approach aimed to gather comprehensive insights from both transactional interactions and ownership experiences.

Survey findings unveiled weaknesses in the distributor's operations, emphasizing critical issues within the customer service center. These insights played a pivotal role in shaping targeted strategies to address concerns and elevate overall customer satisfaction.

Subsequent follow-up surveys demonstrated a substantial increase in the customer satisfaction index, affirming the positive impact of strategic adjustments implemented based on initial insights. The improved satisfaction levels reflected the success of the developed strategies, contributing to a more positive overall customer experience within the premium segment of "Mercedes-Benz."