In these challenging times, businesses have become acutely aware of the value of repeat business and the benefit of a good recommendation. With this at the forefront of its thinking, BMW Ireland, together with its dealer network, has implemented a range of measures to maximise this potential - the latest is a five-star rating programme live on all BMW dealer web sites.
The new programme allows BMW sales and service customers to share their views on their experience with their dealer and BMW on the dealer’s own website.
When customers take delivery of a new or used car, or when they have collected their car after a service visit, customers will receive an email inviting them to participate in the star rating programme. Upon accessing the link in the email, customers can provide feedback on a range of areas relating to their experience with the dealer.
This information is published on individual dealer websites so that other customers can quickly and simply gain an understanding of how that dealership is performing from the perspective of its own customers.
Should customers wish to remain anonymous, they can select this option when completing the survey in which case their details will not be shared with the dealer and will not be published on the website.
Each customer will be asked to rate their experience with the dealer using a scale from 1.0 to 5.0. These scores are collated over a 120 day period and then expressed as a star rating based on a score out of five. Separate scores are published for sales and service for each dealer.