2019 Sustainability report 1
SUSTAINABILITY REPORT 2019 EFFORTS FOR THE INCREA
SE OF COMPETENCE THIS IS HOW WE ENSURE THE BEST CUSTOMER EXPERIENCE At Hedin Bil we always we have world class customer reception as a powerful tool for competition. A customer reception that inspires confidence paints a positive picture of the company and improves our contact with the customer even further. Every customer is to experience that they are seen, external as well as internal. Our work with increasing the customer satisfaction is mainly based on our method for customer-oriented business development. This method identifies the respective sites degree of maturity and the respective needs for supporting actions that is necessary to contribute to the development of said site in terms of customer loyalty and profitability. The concept was introduced in 2017 and was based on the company’s internal guidelines. Backed by this method we evaluate the individual sites work and the results that this particular way of work generates. The sites need of tangible actions for improvement then makes up the ground on which the decisions of which supporting actions that is to be prioritized, locally as well as centrally. A great value created by the method has brought on is that the work has contributed to an internal dedication that strengthens the quality culture and every individual’s participation. Since Bavaria was founded, they have been working structurally and resolutely with their core values, culture and knowledge. The starting point for the establishment was to understand the customers need and to surpass their expectations. To gain dedicated, interested and educated coworkers on every level, from customer care and sales to workshops, was the foundation to why the Next Level-project was initiated. Next Level creates opportunities and possibilities to focus on the important questions that you’ve might miss otherwise, such as what values the company creates for the surrounding world and, naturally, why customers should choose Bavaria. Bavarias ambassador program was established in 2015 and has been operated successfully ever since. The program defines the culture and values on which the company is to be built to reach the vision of Next Level. The ambassador is therefore a very important role model for his or her colleagues. The program is about creating an arena for these colleagues and ambassadors to share the Best Practices, to enhance good records and to cooperate about ideas and common areas of work that could increase the dedication amongst everyone in the organization and to create stronger bonds. To be an ambassador is a special decoration because you are nominated by your colleagues based on the perception of you as dedicated, positive and generous with praises and appreciation. Every year we roll out a nomination process where all coworkers can nominate a colleague to become an ambassador. AFTERSALES One of the most important and highly prioritized areas of business within the company is the Service and aftermarket segment. Roughly 500 000 customers puts their trust in us every year to take care of their vehicles How do these people perceive our service and our offer? Our delivery? We have been asking ourselves the question of what we need to do to achieve a high customer loyalty amongst our workshop customers. The challenge lies in the efficient care of their vehicles at the time where the customers need arises. It also needs to be simple to be our customer and it needs to be clear what they are actually paying us for. During the year we’ve proceeded our work to raise the customer satisfaction and the customer loyalty at our site’s workshops. In this work with the selected workshops we can note specific improvements concerning customer satisfaction. 31 7 A great value generated by the project for the different sites is that the efforts has contributed to an internal dedication that strengthens the quality culture and every one’s participation. The greater challenge lies in continuing this improvement and to ensure that our customers stays loyal and satisfied with us as a company. This calls for long term perseverance. RESULTS • Hedin Bil customer satisfaction survey * – Sales 55 (57) • Hedin Bil customer satisfaction survey * – Aftersales 42 (36) ANALYSIS The results of 2018 are shown within brackets. We can generally notice that the sites that has been actively partaking in identifying their maturity level and that have been taking measures to fix the identified shortcomings within the area Service market has been improving their numbers over the year. We can also see that this year’s analysis of selected sites mainly lacks in the implication of our guidelines. A majority of the underlying reasons can be directly linked to the part of the process that concerns the activities Client Bookings and the clients drops of their vehicle or when the customer collects their car when service or reparations has been completed. Within Bavaria the customer satisfactory survey shows that the sites that has been implementing the ambassador programs in general scores 12% higher in customer satisfactory compared to those sites that did not implement the program. In brief, this brings a clear signal about the dedication that follows with the implementation of theprogram and the positive effects it brings. TARGETS Hedin Bil customer satisfaction survey * • Sales • Aftersales 80 60 Customer satisfaction survey – General agent • Sales goals in accordance to respective General agent • Service market goals in accordance to respective General agent *Method: Net Promoter Score (NPS) – A measure for loyalty that predicts the probability of a returning customer purchase or that the customer tells a friend about the company. Calculated by subtracting the number of critics (0-6). from the number of ambassadors (Grade 9-10). 55 Customer satisfaction Sales 42 Customer satisfaction Aftersales ”Long term success demands that things are carried out properly.”