VOLKSWAGEN have introduced a new after sales strategy, The Volkswagen Service Promise, which is aimed at delivering a superior service quality and enhanced value for money for every customer.
As they continue to strive for the best for their customers, Volkswagen recently completed in-dept customer research to enable them to better understand what the customer requires when they service or repair their vehicle.
Results of the research outlined areas where improvement could be implemented. In response to this, Volkswagen have created a clear after sales strategy to develop the after sales experience and reduce service and repair prices across its network of 47 retailers.
LDB Gruppe and Eucon Market Research were delegated the task by Volkswagen of ensuring that the strategic development being introduced was correct and valid. Since its primary implementation results have shown that the level of customer satisfaction has developed positively and the prices charged by the retail network are in many cases more competitive than independent garages.
In addition to and to support these changes, Volkswagen have designed the Service Promise - 10 promises that further support and increase awareness amongst Volkswagen drivers of the positive changes that have taken place.
The promises outline to customers what they can expect when they visit their authorised Volkswagen Service Centre and how they set themselves apart from the competition.
Some of the key promises are providing the first 15 minute diagnosis free-of-charge, the price match on service and repairs when using Volkswagen original parts, free fitting on bulbs and wipers and a free wash and vacuum after your service or repair.
An example of where the customer can save money through the promises is shown through the free fitting of headlight bulbs on their car. Historically an average charge of €40 has been given to the customer for this operation but at all Volkswagen Service Centres, this is now free for Volkswagen drivers.
Alan Bateson, Volkswagen Aftersales Manager said the name of Volkswagen must not only be synonymous with outstanding vehicles, but also with excellent after sales service.
“As part of our 2018 Strategy we must ensure we deliver excellence in everything we do and the Volkswagen Service Promise is part of this strategy,” he said.
“At its foundation is the ethos of delivering better service and better value to every Volkswagen owner in Ireland. Through consistent development we now offer a better service quality at a price that is competitive if not better than independent garages.
“The great news is that this is what our customers are telling us also through feedback and research studies.”