Lex flexes CSI muscles
24 October 2007
Author: Hugh Hunston
Lex is threatening to cull dealers who regularly appear at the bottom of its new customer service-monitoring index in a bid to further improve service levels for fleet managers.
The improved monitoring provides a daily online review of how 178,000 client drivers are being treated.
Equally retailers and the manufacturers, whose franchises they hold, can review the performances among 1800 dealers operating the on-line feedback system.
Paul Kerrigan, Lex's associate director of customer care, admitted that previous CSI indexes were one month out of date preventing Lex and its dealers to react to problems.
The new process provides a near instant view through customer feedback, which is updated overnight and ranks dealers on a league basis.
While Lex can replace poorly performing dealers the grading system also rewards highest satisfaction retailers with increased labour rates during annual supplier reviews.