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BMW sets up aftersales charter
Date: 05 December 2012 | Author:
BMW has launched a new aftersales corporate charter, setting out 10 key areas where its dealers pledge to meet standards of service.
"We wanted to ensure that all the dealer network was delivering very high levels of service," BMW head of corporate sales Stephen Chater told BusinessCar.
"It's about doing the basics well, and declaring a clear focus for us and the dealer network on what service levels people can expect."
The 10 areas include guaranteeing an appointment within three days for service or maintenance work not requiring a courtesy car, or within seven days with a courtesy car,
free collection and delivery within 15 miles, excluding the Park Lane dealer in London, and a complementary wash and vacuum after a service or major repair.
BMW didn't go down the route of nationwide standard pricing because Chater said the industry didn't want it "The areas to focus on were the 'moments of truth' - critical milestones that will bring dissatisfaction or satisfaction to the experience they receive," he said.
The charter comes off the back of moves in the servicing area including the public rating of dealers in the vein of websites such as Trip Advisor, and Service Inclusive and TLC packages aimed at the corporate sector.
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