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Product Support Transactional Survey's Capturing the Voice of Our Customers

Aligned with Mantrac Group’s efforts to increase customer satisfaction and loyalty.

Aligned with Mantrac Group’s efforts to increase customer satisfaction and loyalty, marketing department together with product support and IT, developed and launched in 2010 the transactional survey system in Egypt.

The new system was developed to assist in capturing and measuring customers’ satisfaction and loyalty related to product support. The transactional survey system also provides a tool to facilitate handling customer individual complaints until final resolution.

The transactional survey system will be rolled out to the rest of Mantrac group territories in 2011. The aim of the Transactional Survey is to reach out for the customer to get their feedback and concerns and accordingly take appropriate action to resolve these issues and increase their satisfaction.

At the same time the system facilitates handling each customer’s individual dissatisfaction or problems to be dealt with promptly. Through ongoing weekly surveys, all 4 Product Support transaction types are surveyed: Parts counter purchase, Field service, Workshop service and service visits under CSA contracts with questions set to measure certain criteria: Loyalty Level ,Overall Satisfaction ,Responsiveness, Communication, Duration, Quality, Repurchase and Recommend.