Service leadership came through CSAT for VW Group Roadside Assistance
Winning Best Small Contact Centre in the ECCCSA 2018 programme was a big deal for VW Group Roadside Assistance. They spoke to the editor at MyCustomer to share more about how it has achieved its success through the utilisation of the Customer Satisfaction Index.
John Brigdale, customer experience coach at Volkswagen Group Roadside Assistance, explains: “Our customer satisfaction surveys and the responses let us know that we’re doing that right. And in the event we do get a negative survey it lets us know what went wrong on that occasion – and if it happens again this is what we need to do differently.”
“As a contact centre we continuously work towards our goals, look to the future and aspire to set the global benchmark for Roadside Assistance.”
John encourages other contact centres to embrace CSI as a way of gauging performance, surfacing insights, improving service, focusing minds and driving motivation – even if it may appear to be a tickbox exercise to outsiders.
“I’d recommend CSI because without this feedback you don’t know whether you’re doing your job correctly,” he concludes. “We have got a saying in our contact centre: ‘fix the customer and then fix the car’. CSI lets us know that we’re doing our job right.”
To find out how VW Group Roadside Assistance use the CSI to achieve their goals, visit MyCustomer.
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