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We constantly need to understand what to do to improve our clients' level of satisfaction, interpret their expectations, and continue to grow in terms of sales, rather than to understand generically if our dealers felt we were adequate in terms of commercial organisation and delivery.
We asked Epipoli for a "dynamic" research project and a related survey was carried out in 12 European countries with native speaker interviewers, with a questionnaire specially designed to guarantee the possibility to compare the answers gathered in the various countries. A second “wave” of contacts was assigned the task of verifying the results of the corrective actions introduced after the first stage, in this way giving the research the dynamic nature that was our first objective.
Understanding what can be improved in terms of client services, and whether the productivity and efficiency of our channels is in line with market needs, are prerequisites for introducing possible structural corrections; measuring the return of these operations through a specific survey, is our commitment.
The work performed with Epipoli greatly satisfied these needs, providing us with valuable information that allowed us to plan and implement our actions more effectively. In 2005 we expanded the program in 15 countries.
Dr. Alberto Viganò
Marketing Director Consumer & Trade
Pirelli Pneumatici S.p.A
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