Welcome to our Customer Comments Page.
Please tell us about your experience with Burrard Acura, click here to fill out the e-questionaire.
‘THE VOICE OF THE CUSTOMER—
FIND IT, FIX IT, PREVENT IT…’
Over the past two years, Acura Canada has introduced a new ‘Voice of the Customer’ program, called EXCELL, through its dealer network. The EXCELL process requires individual dealerships to focus on their customers’ comments and opinions about their sales experience, their vehicles, and the quality of the services performed at their dealership. This information is analyzed and presented at bi-monthly ‘Prevention’ meetings with management and line staff. A ‘trend’ is reported when a customer concern appears on the rise, and a formal Action Plan is created from the Prevention meeting to address the concern and develop a process that will prevent it recurring. As well, individual concerns are directed to managers, with a formal request to contact each customer to discuss their comments and suggestions for improvement. Every attempt must be made to resolve concerns to the customers’ complete satisfaction and the results documented and trended for formal annual audits.
To encourage your participation in our Voice of the Customer program, we invite you to submit your comments and suggestions via the ‘Share your Experience With Us…’ form on our website, or when you are at our dealership. We will, of course, respect any request for anonymity, but we guarantee you that we will use your comments to help us improve our services through the EXCELL program.
Since adopting the EXCELL program at Burrard Acura, we have made many positive and effective changes to our customer processes. Some that we are particularly proud of are:
· A 100% customer follow-up procedure for new car owners, to detect any areas of concern or suggestions for improvement.
· An improved method of communicating the types of work done by our Service Department, our charges, and anticipated future service requirements.
· Bonus plans for Sales and Lot/Cleanup Personnel for achieving perfect customer surveys.
· Improved ‘Vehicle Inspection’ processes and checklists at every vehicle delivery point to ensure the optimum vehicle condition at sale and delivery to the customer.
