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Uplift expected in customer satisfaction

Mercedes-Benz UK expects a significant uplift in forthcoming JD Power satisfaction surveys following work with its retail network.

The prestige carmaker has recently ended its “Class Leaders On The Road” programme, which was aimed at addressing customer satisfaction index (CSI) failings across the brand. In total, 6,500 dealer staff went through the programme.

Dermot Kelly, managing director of Mercedes-Benz Cars UK, said on the basis of Mercedes’s new car buyer surveys he expects a strong uplift in CSI in future JD Power studies. These examine customer satisfaction over the first two years’ ownership of a new car.

“CSI is very important to us and our retailers. We want to deliver a premium service and value for money,” said Kelly.

The programme has brought multiple benefits, said Kelly. Warranty costs and customer complaints have reduced as dealers have been focusing on getting it right first time.

Mercedes-Benz UK was sharing best practice with the carmaker’s other networks in Europe, added Kelly.

“Our dealers want to be seen to be the best. They’ve made a great effort and need to be congratulated for that. We’ll continue to focus on CSI and will see that reflected in JD Power results,” he added.

This year will be another busy 12 months for the Mercedes-Benz UK network. Eight product launches or revisions are due this year, comprising the SL, A-Class, B-Class, C-Class estate, M-Class, CLS, CLC and the SLK.

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