BMW and Mini network honoured with customer award

BMW and Mini network honoured with customer award

21/03/2012 in News, All News, Car Manufacturer News

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The Institute of Customer Service has honoured BMW Group UK for its commitment to excellent and innovative customer satisfaction.

The ICS has presented the prestigious Kcom Customer Feedback Strategy Award to BMW Group UK's first customer director, Richard Price, recognising in particular the customer service system in operation in all BMW and Mini UK dealerships that allows every customer to rate their experience on a five star scale and write specific comments on dealer websites.

"This award recognises our commitment to providing the very best service for our customers and there is absolutely no doubt that satisfied customers drive the success or failure of businesses,” said Tim Abbott, managing director of BMW Group UK.

"We are determined to put the customer at the heart of everything we do and Richard’s appointment to the new role of customer director is key in making sure this is a fundamental part of our overall business strategy."

With eleven categories, award submissions are scored against pre-set criteria by a panel of industry experts and finalists are assessed by an independent group of judges selected for their business knowledge and acumen.

Price added: "We are delighted by this award, particularly as BMW Group was the only automotive organisation across all categories to make it into the finals. Our star ratings, a first of its kind in the automotive industry, help all BMW and Mini customers to make informed choices and inspire everybody in the company and in our dealer network to strive constantly to provide better customer service."


Tim Rose

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BMW is big enough to be bold in its decision-making, which was evident in 2012 with its very successful support for the London Olympics, where it was the official vehicle provider.

The latest example is the launch of the BMW i-range, a new electric vehicle brand, which is supported by a major marketing campaign and substantial investment in infrastructure.

BMW isn't first to market with its diminutive i3, but it is the first to put a BMW badge on an electric car and that could make all the difference when it comes to sales.

Even so, the i-series is likely to be a sideshow compared to the intense battle for volume sales with rival German brands.

Overall sales have broken through 100,000 units in 2013, driven by an ever-lengthening model range, which will expand further next year with the arrival of the 2-Series and 4-Series, which will arrive in the UK in time for the March 2014 plate-change.

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Mini UK

Mini had its biggest ever market share in 2010 with a record 2.16% in the UK and the company put that growth down to new model launches and derivatives which they say keep driving the momentum forward.

The iconic brand will have a six-model range by Q1 2012 with the Hatch, Convertible, Clubman, Countryman, Coupe and Roadster.

Future development will include a UK-sourced three-cylinder mode while electric vehicle trials have proven a headline grabbing success.

Despite all this development, the power and popularity of the brand doesn't seem to have been diluted, with a recent index of internet search data, showing Mini was climbing through the charts as one of the most searched for brands in the UK.

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