Topping customer satisfaction levels among dealerships in the region, Renault's Saudi importer - Zahid Tractor - received the prestigious ‘Renault Global Quality Award' at a VIP ceremony held in Paris recently. President and CEO Carlos Ghosn presented the trophy to Alain Sykora, general manager of Zahid Tractor, who accepted this accolade on behalf of his team. “We, at Zahid Tractor, strive to satisfy our clients the best we can through constant training, education and attractive incentive packages for employees. I thank Renault for this honour and hope we are able to outperform ourselves next year as well,” said Sykora. To be eligible for the award, dealerships had to provide a minimum number of customer contact details at the end of each month for 2007. These customers were then contacted and interviewed by a panel of experts as part of Renault's After Sales Telephone Survey. Feedback from more than 1,000 customers was analyzed before Zahid Tractor was chosen as the overall winner in the Middle East and Near East. “This award is an endeavor by Renault to achieve its objective of being among the top three car manufacturers offering the highest levels of customer satisfaction across all markets,” said Amaury Gailliez, general manager After-Sales at Renault GCC. “The ‘Renault Global Quality Award' was introduced to involve the entire network in this objective and to reward the best performers.” The “Renault Global Quality Award” was presented to 72 dealers from 37 countries. As per the global quality survey, the percentage of customers saying they were ‘completely satisfied' with sales and after-sales services offered by Renault importers increased by 2.5 percent in 2007 to an overall average of 78.5 percent. The “Renault Global Quality Awards” were launched in 2006 to reflect the entire network's dedication to Renault's Excellence Plan policy of continuously improving service. Network performance was measured using two criteria: the rate of satisfaction with sales (QVN) and after-sales (QSA). More than 2 million telephone surveys were conducted with customers from 37 countries. The best dealerships had to obtain a score of 90 percent of completely satisfied customers. Renault's objective is that the entire network obtains an average rate of 80 percent of completely satisfied customers worldwide by end-2009. __
