福特汽车培训材料——顾客满意(ppt25)英文版！-汽车(编辑修改稿)

福特汽车培训材料——顾客满意(ppt25)英文版！-汽车(编辑修改稿)内容摘要：

k Customer Satisfaction. A Framework for Customer Satisfaction and Enthusiasm Product Components Emotional Rational Appearance Brand Image (Halo Effect) Basic Quality Performance Quality Excitement Quality Failure mode avoidance Consumer driven Functional targets minimum degradation with time/service 1 2 3 Impact Score Customer Expectation sorted in descending order of their impact on overall satisfaction 100 Q4c Salesperson’s honesty and sincerity 52 Q6e Receive vehicle equipped as promised 44 Q2a Promptly weling you to the dealership 42 Q2b Given level of attention wanted when arrived 36 Q8e Followthrough on promises made 33 Q6a Vehicle ready when promised 29 Q5a Show concern for individual finance and insurance needs 29 Q4b Salesperson’s knowledge about products and service 24 Q7c Helpfulness of the dealership during followup call 20 Q6d Everything on vehicle was in working order 19 Q2c Take me seriously when I arrived 18 Q8c Ability to answer questions or resolve concerns 18 Q8d Helpfulness in responding to questions or concerns Dealer Opportunities for Action Plans and Strengths to Maintain Sales Survey Impact Score Customer Expectation sorted in descending order of their impact on overall satisfaction 100 Q4a Quality of service performed 45 Q3e Service advisor’s honesty and sincerity 44 Q3c Service advisor’s understanding of service needs 32 Q2a Convenience of the Service Department’s opening hours 22 Q5a Clearly explain service work performed and any charges 21 Q4c Notify of changes in service needs or additional maintenance requirements 21 Q5b Advising of any maintenance vehicle may require in the future 20 Q3a Prompt acknowledgement when arrived 14 Q3b Starting service writeup within a reasonable amount of time 13 Q7d Followthrough on promises made 7 Q7c Helpfulness in responding to question or concern 7 Q3d Accurate estimate of the cost of service Dealer Opportunities for Action Plans and Strengths to Maintain Service Survey How to Improve Customer Satisfaction with Product / Quality 1. Kano model 2. Establish Key Milestones for New Program Launch – Ford case 3. Develop Reliability Process – Ford case 4. Integrate Reliability Process with Program Launch Key Milestones – Ford case 5. Tracking Process – Quality / Reliability Metrics Q / RDAM – Quality, Reliability, Discipline Assessment Metrics 9Cu st ome r Sati s fac ti on – K ano Mode lCustomer SatisfactionE x c i t i n g Q u al i t y( S u rp ri se amp。 De l i gh t –H i gh % B TE – B e t t e rTh an E xp e c t e d! )P e r f or m an c e Q u al i t y( A t t ri bu t e s – Pr od u c t B u i l di n gB l oc ks Of C u st o m e r S at i sf ac t i on )D e gr e e o f A c hi e ve m e ntxB as i c Q u al i t y( TGW I n h i bi t or s)yF ue l Econom yW a t。