David Hart has become a new Customer Experience Manager at Kia Motors (UK) Ltd.
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.
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.”
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.
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.
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.