Hart heads up Kia customer experience team

David Hart has become a new Customer Experience Manager
at Kia Motors (UK) Ltd.
Satisfaction
The Customer Experience Team is focused on empowering Kia’s network of dealerships,
with a range of programmes that help dealers to measure and improve their
customers’ experiences. The dedicated Customer Experience Improvement Managers
work with many dealers at
any one time across the UK. They act as a free consultancy service that works
in partnership with the dealers to drive up customer satisfaction.
Expectations
Hart said: “I am excited to take up this new role after ten
years within Kia Motors
UK Ltd. I want to continue with the excellent work that has gone before,
strengthen our partnership with our dealers and help them deliver an
industry-leading customer experience in line with Kia’s
expectations and most importantly, our customers’ expectations.”
Experience
The Customer Experience team is located within Kia’s
Customer Quality department and comprises two staff based at Kia UK Head Office
and three field based team members. Collectively, the department holds a total
of 75 years of industry experience between them.
Positive
Building on strong relationships developed across the network, Kia has recently been
voted as ‘Manufacturer of the Year’ for the second time, at the Car Dealer
Power Awards 2016. A recent customer experience initiative has involved
contacting prospective customers to rate their test-drive experience.
This has resulted in much positive feedback and an average satisfaction score
of 9.7/10 for the dealer
network.
Ambitious
The team continues to strive for even better customer experience within Kia’s dealerships, setting ambitious goals to become a top three volume brand using independent industry recognised measures.