Honda Case Study
Honda's customer service has been rated as the best in the UK among car companies. A judging panel of 24,000 consumers made their decision as part of the UK Customer Satisfaction Index the most extensive calculation of customer satisfaction in the country that allows members of the public to share their opinions on how well or badly organisations are running.
Matt Gibson, Head of Customer Services at Honda says, "In tough market conditions, great customer service is a key differentiator. We are delighted to have won this award, selected by the people that matter most."
Indiefield and Honda
Indiefield has directly contributed to Honda's Number 1 position by working on the Honda CSI. During the past five years we have spoken to hundreds of thousands of Honda customers. The data that Indiefield collected gave Honda the ability to improve all their customer interactions which improved their customer service ratings.
Dedicated Team
For this type of work we put in place a dedicated, full time professional telephone interviewing team. We don't use temps or students because we prefer to immerse our staff in the brand so they know the culture they are dealing with and can act as ambassadors for the brand.
Innovative Technology
The completed interviews are streamed (with the customer's consent) to a client branded website so that dealers can log in and hear for themselves what their customers think. This type of service is an amazing way of bringing the customers view to the dealers. Likewise any "Hot Alerts" (customers with immediate needs) can also be fed through for remedial action.
