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Customer feedback drives improvements at BMW dealer group

Surrey and Sussex dealer group Vines Group has boosted its CSI by two thirds following work with Mondial Assistance.

The BMW dealer reports a 66% increase in its net promoter score (NPS) survey results, conducted by Mondial Assistance.

Mondial has been working with Vines, a BMW dealer for more than 20 years, for the past year to assess through NPS surveys whether its customers across new and used car sales and aftersales would recommend the business to others.

Vines saw an average 66% year-on-year increase across its Gatwick, Guildford and Redhill dealerships.

The Gatwick branch achieved the highest rise of 110% compared to the same time last year.

Sean Kelly, managing director, Vines Group comments, “Our business has always strived to put the customer first in everything that we do, it was challenging however to measure our success and target specific areas for improvement.

"The NPS survey results have allowed us to improve the key services for our customers and this has repaid us with increased customer loyalty.

“In a time when the economic outlook has been unpredictable, our business has strengthened its position as the number one BMW dealer group in Surrey and Sussex.”

Nick Crawford, CRM expert for Mondial Assistance, said: “Customer service is increasingly important in these tough times and our work with Vines BMW has offered them a vital insight into the state of their customer care, allowing them to make appropriate changes and predict future business success.

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