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Customer Satisfaction - KPI Improvements In 2023

23rd January 2024

 

A key pillar of Titan’s DMS offering is the provision of a knowledgeable and empowered customer service team that can provide reliable and timely support to keep our dealer and OEM customers working.

That commitment was severely tested during and in the aftermath of Covid lockdowns, and regaining lost ground became a strategic priority for our business.  

Since we began our “Operational Excellence” program we have closely monitored results to check the plan is working and our improvements are on track to hit the ambitious goals we set. 

To prioritise, we asked our customers to assess our current position across a wide range of criteria and indicate the areas of improvement that mattered to them most.

Condensing results from the four customer feedback surveys we have conducted since April 2022 into two overview scores, the key results in the period are: 

 

                     

 

    Throughout each stage of this program, we have shared detailed results with our customers directly relating to the criteria and priorities set from their previous stage feedback.  We also share the next stage priorities based on the accumulated comments and feedback.

    The Operational Excellence project covers all aspects of a customer’s interaction with our product, our people, and our processes. It’s a collaboration with our users and that two-way dialogue has ensured an authentic approach to understanding where the project team should focus for the most effective results.

    We aim to be the clear industry leader in terms of customer satisfaction with both our product and our service and we believe the best way to achieve that is through a consistent feedback and reporting loop with those who use our products most.

    So, thank you to everyone who has offered feedback to date, these improvements are only possible because of your contribution to the process.

     

    * Our surveys covered nearly 300 dealers and over 500 respondents across all dealership departments.

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