Poole Audi has published the results of an Aftersales Survey that was commissioned by new Aftersales Manager, Scott Redman, who joined to company last year. Following the findings, many new procedures have been implemented to improve customer experience further and in line with feedback collated from respondents.
One of the most overwhelming findings was the ever growing popularity of the courtesy car, with customers wanting both the freedom to drop off and pick up at times that suit them and the convenience of maintaining their own mobility. An added benefit is the opportunity of trialling a different Audi model to the one they own.
This insight has led to the company increasing its courtesy car fleet by 20 cars, allowing customers to choose an appointment for their car and enjoy a courtesy car within one week of initial enquiry.
Other customers noted that they would stay in the centre, which offers a gym and beauty therapy suite, for up to 1.5hrs – so additional waiting appointment bookings have been made available. Poole Audi is also looking to further raise awareness of the working spaces that are available, including meeting rooms, complimentary Wi-Fi and drinks – plus the use of the gym and a free 15-minute beauty treatment.
Scott said: “The survey was a real insight into our customers’ requirements from owners right across the board in terms of the model, and age, of the Audi they own.
“It makes perfect sense for us to invest into the improved satisfaction of our customers and encourage them to use our facilities if they wait while their vehicle is attended to – or to enjoy an Audi courtesy car to give them more freedom to carry on with their busy lives.”
Scott Redman joined the team in 2018 and runs a department of over 50 staff, consisting of service advisors, technicians and now operates a fleet of 40 courtesy cars.