During the first year of using the new Customer Experience Management approach, Mack slashed by 50 percent the time it took to address outstanding customer service issues.
“There is great value in capturing the voice of the customer because it allows us to equip ourselves and our dealers with more immediate information to improve our response and therefore increase customer satisfaction,” said David Pardue, vice president of connected vehicle and contract services with Mack Trucks.
As part of the new process, Mack uses digitally-distributed, easy-to-complete surveys to collect customer feedback during key service touchpoints that impact overall satisfaction, such as communication during the repair process, total time required for a repair, the availability of parts and the likelihood that the customer would recommend working with the service professional who assisted them. Dealers and the Mack uptime organization use that information to help identify the root causes of any issues and improve processes.
Surveys are triggered by the Mack ASIST web-based service management system, making it easier for customers to respond and giving them a direct line of communication with Mack Trucks and its dealers. The result has been a 40 percent improvement in response rate, driving improved operations, including an increase in dealership staffing and warranty training for sales representatives.
“Customers have reported they are very pleased to get a personal response to their feedback,” Pardue said. “That acknowledgement, as well as the fact that their feedback was used to make changes, goes a long way toward building trust and demonstrating that we value their time and opinions.”
Feedback can be categorized according to a number of parameters, including location, whether the customer visited his home dealership or another dealer in the network, as well as service performed at a Mack Certified Uptime Center vs. a non-certified dealer location. Ongoing survey data will continue to show areas where Mack dealers and Mack OneCall™ uptime agents can deliver improvements.
Currently, two surveys are available to Mack customers. A dealer survey was launched in February 2017 and a call center survey was released in December 2017. An additional survey for the truck sales and delivery process is currently in development.
For more information about Mack, visit our website at www.macktrucks.com