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Customer loyalty, more important than discounts

Automobile Industry: A study performed in Germany proves that good customer service is more important than discounts

Call Center Profi informs that in the automobile sector, customers’ satisfaction seems to be at a high level. According to a study performed by the German Institute for Automotive Research, Call Centers play an important roll.

Among more than one thousand car dealers surveyed, those who are going for non monetary factors to increase customer satisfaction are more successful. Most important issues are attendants’ cordiality and competence, sound information and good service quality.

In order to balance costs and customer satisfaction, the study recommends “global strategies and own customer satisfaction surveys”, replacing discounts by different actions to assure customer loyalty, such as Call Center services or using social networks.