Customer Retention & CSI Services

For automotive retail, the customer’s sales experience and subsequent service experience is one of the most crucial indicators of profitability.

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Customer satisfaction, though important, is no longer sufficient, and dealerships have to work much harder to build loyalty, advocacy and retention.

A customer that is delighted with a sales person or the dealership will return to service their vehicle, recommend their friend and colleagues to your dealership, and buy again when the time comes.

Op2ma’s Customer Loyalty Solutions go beyond traditional CSI programmes to incorporate NPS (measuring customer behaviour and ownership experience) and Lost Sales Analysis (analysing gaps in the sales process and brand experience). Through our subsidiary training companies, we also provide customer service training and coaching to ensure that you get the best out of your customer feedback programme.