Kia Introduces Uk With New Customer Plan

[Schnauzer]

Kia Puts Customer Satisfaction First
Published in Auto Pages UK Edition - May 12, 2006

Kia is planning to put customer satisfaction at the heart of its UK operation with the announcement of a new Sales and Aftersales customer satisfaction programme.

Developed with acknowledged customer-satisfaction experts J.D. Power and Associates and Eclipse Marketing, the Retail Satisfaction Programme will provide Kia dealers with an honest approach to customer feedback on their performance, integrated via on-line technology.

The new programme will allow Kia to build an accurate picture of the customer’s experience of its dealerships, and to compare and benchmark Kia’s performance against industry standards.

Shortly after purchase of a brand-new Kia, and after a vehicle service, customers are contacted and invited to give their views. This data is then analysed by J.D. Power and Associates to produce a measure of the customer’s overall satisfaction.

Kevin Todd, Kia Motors (UK) Ltd, 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 ambitious targets.

"We selected J.D. Power and Associates in association with Eclipse Marketing to implement and manage the programme as it allows us to draw upon the market leading methodologies pioneered and practised worldwide by J.D. Power and Associates. The programme will also provide Kia dealerships with customer feedback via an on-line technology solution powered by Eclipse Marketing," he added.

[tony d]

can we expect this in ireland too? as so far kia ireland are nowhere to be seen as far as aftersales service is concerned.....

[marinrider2004]

I only wish that Kia could pull its head of it back side and get my car back to the way it was when I brought it.

It now needs to new rear seat release straps. and the drivers door only opens from inside. Expecting to have to climb in through the boot soon.

Heres expecting to hear nothing from Kia and so also expecting them to lose yet another customer.

I will try and contact Kia UK after sales team but am expecting to be told that as the car is over 3 years old and out of warranty that they can do nothing to assist me.

Although I don't think the goods where fit for purpose. I'd almost like to test it in court.