CUSTOMER SATISFACTION IN THE AUTOMOTIVE INDUSTRY

Group Presentation Prepared by:Carlos Castro, Colin Chirairo,

Mouawia Al Lababidi, Natalia Kudelina, Nataliya Penkova, Tudor Opris, Aundrea Cozzo, Migiwa Sakurai

Agenda

Definition of Customer satisfaction Measurements of Customer Satisfaction Examples across the Industries Customer Satisfaction in Automotive

Brands What causes customer satisfaction in

Automotive Brands? Conclusion

Definition Is the state of mind that customers have about a

company when their expectations have been met or

exceeded over the lifetime of the product or

service.

Product

Repurchase

Company Loyalty

Customer

Satisfaction

Harvard Business Review

•“The Gulf between satisfied customers and Completely Satisfied customers can swallow a business”

ten domains of satisfaction

Inter-departmental

Teamwork

CUSTOMER SATISFACTION

Customer Satisfaction Measurement Facts (by Quality Digest

Article)

! 5%Increase in loyalty can increase profits by 25-85%

! Only 4 % of unsatisfied customer will

complain

! Unhappy customer tells 9 other people

! Happy customer tells 5 about their good

treatments.

Measuring the customer’s satisfaction.

Psychological elements

• Thinking• Evaluating

Cognitive

Example/ Toyota for a successful business = Building trust with every

customer

“Customer first, Quality first.”Design Production Sales After-sales

Automotive Trends

Changing consumer lifestyles and expectations for experiences wanted from their automotives

Environmental impact Luxury Value / Longevity Reliability Safety

What Causes Customer Satisfaction

Customer Expectations

QualityReliability

ValueFunction

Performance

Customer Satisfaction

Customer Needs

QualityReliability

ValueFunction

Performance

Post Purchase Behaviors

Customer ComplaintsWord of Mouth

RepurchaseLoyalty

Conclusion

CUSTOMER SATISFACTION IN THE AUTOMOTIVE INDUSTRY

Group Presentation Prepared by:Carlos Castro, Colin Chirairo,

Mouawia Al Lababidi, Natalia Kudelina, Nataliya Penkova, Tudor Opris, Aundrea Cozzo, Migiwa Sakurai