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Kia develops customer satisfaction programme

Kia has developed a new sales and aftersales customer satisfaction programme to help give the Korean manufacturer a more focused attention to its customers.

It has been developed with JD Power and Eclipse Marketing, which Kia says will ‘provide Kia dealers with an honest approach to customer feedback on their performance, integrated via on-line technology’.

Kia also said the programme would allow it to build an accurate picture of the customer’s experience of its dealerships and compare its performance against industry standards.

The programme will work by contacting customers and asking them their views of their experience with the company after they purchase a new Kia. The data is then analysed by JD Power to measure satisfaction levels.

Kevin Todd, Kia Motors (UK), customer support & service development manager said: "Customer satisfaction and retention is central to our growth and absolutely vital for the long term sustainability and profitability of our dealer network.

“Finding out what our customers really think of the service they receive from our sales and aftersales operation helps us to shape our future business strategy and dealer training and will ultimately allow us to achieve our targets.”

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