Why its important to implement
Customers rely heavily on vehicles for mobility. Showing transport options provides professional edge and good service. Some offer sustainable options like e-vehicles/bikes.
Insurance Policy Limitations
When the vehicle is in for repair they may not have opted for a loan or rented vehicle in their insurance policy, but they will need to have a way to continue their daily routine
Sustainability Transport Options
Some businesses as part of their sustainability approach are offering electric vehicles or bicycles for customers
Customer Vehicle Dependency
Many customers heavily rely on their vehicle for business, family and personal mobility
Professional Transport Service
The business will show customers a professional edge if they make it easier for customers are offered alternative travel options
OEM Transport Requirements
Some OEMs require a loan vehicle for customers with large repairs that will take some weeks to repair
Public Transport Assistance
Displaying directions to the nearest bus or train station in the reception area can assist customers to get to work or home as they may not be used to looking for public transport, especially in an industrial estate
Staff Training for Transport
Having well trained staff explain these options will also provide a good service
Business Impact
Significantly enhances customer satisfaction by addressing mobility concerns. Improves NPS, retention, and referrals while differentiating from competitors and supporting premium positioning.
Customer satisfaction
Customer without a car are highly irritated if there is no way for them to get home without a long walk to a bus or train station
Overall Business Impact
Alternative transport information significantly enhances customer satisfaction by addressing mobility concerns during vehicle repairs. This service demonstrates care for customer convenience and professional attention to detail, improving NPS scores and customer retention. Enhanced satisfaction leads to positive reviews and referrals, contributing to long-term revenue growth. The professional image created by this service can differentiate the business from competitors and support premium positioning in the market
action steps
Create easy-to-read transport maps. Train staff to explain options. Display transport information in reception. Regular compliance checks with warnings.
Policy Implementation and Staff Training
Implement and train reception staff to offer alternative transport options available
Performance Monitoring and Enforcement
Regularly check that this is being carried out for every job, strong internal warnings if policy not followed once established
Physical Infrastructure and Displays
The business should create an easy-to-read map showing instructions to the nearest bus or train station. A display card or paper should show all options in the reception so the customer can see these options even from the first visit while getting an estimate
Related tasks
Milestone:
01: Elevate Your Customer Experience