Porsche U.S. chief: Raise customer satisfaction

ATLANTA -- Porsche's U.S. leader is is asking for the trade name, including its sellers, to enhance customer satisfaction scores. "I'm-not satisfied about what we've done when it comes to customer satisfaction operation," Detlev von Platen, CEO of Porsche Cars The United States, told Automotive News this week. Von Platen expressed disappointment with Porsche's operation in recent J.D. Power study findings. While Porsche is continuing to enhance, "it is not in the rate I needed to see. And several other competitions were more rapid," von Platen stated. Porsche was ninth among high-end brands in J.D. Power's 2015 Consumer Service Index research and fifth among high-end brands in the 2014 Revenue Satisfaction Index research. Porsche was first in both J.D. Power's APEAL Study and First Quality Research in 2014. But even first location isn't enough, von Platen stated. "No. 1 is only a base-line, perhaps not the goal," he stated. "The goal is the the initial client experience, a whole lot more. And we are not achieving this." Von Platen will tackle enhancing that encounter when dealers see Porsche's new headquarters and customer experience centre in Atlanta this month. He'll vow development from Porsche at the same time. "I'm-not getting us outside this method," von Platen stated. "But together, we must dedicate to ourselves to achieve this stage rapidly. There isn't any other explanation here." Through the supplier visit, von Platen stated, he'll discuss training and encourage dealers to perform with Porsche to discover alternatives. He anticipates the encounter centre, using its test monitor, eateries, driving simulators, custom car design studio as well as other attributes for clients, to greatly help elevate the manufacturer more. "At the close of the day, itis a question of attitude," von Platen stated. "And I do not see any reason why we could not be a standard in terms of customer-relationship, in terms of client satisfaction, in terms of consumer ownership experience, as what you could find in other sectors like airlines or resorts."

It's possible for you to reach Amy Wilson at [email protected].

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Retail
J.D. Energy Customer Service Index
J.D. Energy U.S. Sales Satisfaction Index

Porsche

Marketing

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09.05.2015
ID:1892

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