FORD_SRDE_2018

SUSTAINABILITY REPORT 2018 37 CUSTOMER EXPERIENCE AND SATISFACTION In this world which is shaped by global trends, lifestyles, customer expectations and needs are also always changing. We work with our partner Ford Motor Company to offer people transportation solutions that are appropriate for their needs and the environments they live in and that facilitate their lives. We focus on customer satisfaction not only with our products but also during and after sales processes. We revolutionise customer experience by focusing on innovation and digitalisation projects. We manage customer relations as part of ISO 10002 Customer Satisfaction Management System and we monitor the satisfaction levels through customer experience surveys. We measure experiences through different surveys conducted by the company and independent organisations in the areas such as satisfaction, brand recognition, quality, ownership; and we take steps to improve these areas. DEALERS Our dealers constitute one of the main points of communication with our customers. We place great deal of importance on customer experience and satisfaction at the dealers since they are one of the most important areas for customer satisfaction. We continue offering our services to customers through 82 domestic and 41 international dealerships in 35 different countries. We carry out regular assessments and audits to maintain the strength of our established dealership network. Our prioritised criteria include dealer performance, customer experience processes, dealership standard and quality certificate, employee competency and engagement in digitalisation. With the Customer Experience Movement we initiated in 2015, our volunteer dealerships work together with professional coaches to improve customer experience. 36 dealerships have been included in this movement until today and we continue the program this year with 14 dealerships. Customer Satisfaction Index - Sales 2018 2019 Goal Passenger cars 97.6 94 Commercial vehicles 97.2 95 Ford Trucks 97.2 95 Customer Satisfaction Index - Service 2018 2019 Goal Passenger cars 94.1 90 Commercial vehicles 93.9 94 Ford Trucks 94.3 94