Hyundai’s focus on the customer experience enhances market share

By Jamie White – Head of Communications

Retention through customer satisfaction – that’s the message from Hyundai UK’s Aftersales Director, Nick Tunnell.

Speaking to AM Online, Mr Tunnell emphasised the importance of focusing on customer satisfaction, aftersales and enhancing the customer experience, following low CSI scores in previous years.

As a result of increased customer retention, Hyundai UK – valued clients of Douglas Stafford – now enjoy a three per cent market share.

Mr Tunnell said: “If we satisfy our customers, we make them happy. It’s not rocket science, but was something we needed to focus upon.”

Hyundai has based its new strategy on feedback from more than 90,000 comments from 38,000 of its customers.

Key points the company has put added focus on include recruiting staff in the right network and teaching them the skills they need to create the best customer experience. Hyundai has also implemented a 12-step customer journey, to include measuring response times to an enquiry, a car wash and a follow up.

Douglas Stafford has been working with Hyundai UK for several years, carrying out a range of mystery shopping, customer experience and performance improvement projects for the motor manufacturer.

Follow mystery shopping and performance improvement company, Douglas Stafford:

on Twitter @DouglasStafford 

on Facebook facebook.com/douglasstafforduk