Improvement of customer satisfaction

For the dealer network of a large German truck manufacturer, we have improved the customer satisfaction levels.

Initial situation and objektives

  • A major German truck manufacturer conducts a annual survey on the satisfaction of truck dealers with their customers
  • For the 50 companies with the lowest values, measures for sustainable exploitation must be identified


  • For each desired enterprise a qualitative and quantitative analysis of the satisfaction scores were conducted
  • Comprehensive interviews on site with the service managers about operating situations and causes, agreement on measures and inspection visit after 6-12 months


  • In the following year, 85% of the 50 companies were at or above the average of the comparison group
  • After 12 months, all action plans were implemented