Ken Gratton•9 Dec 2014
NEWS
Ford launches lifetime capped-price servicing
And customer satisfaction skyrockets as pilot dealers fly the flag for Ford's 'permission-based' schemeFord Australia anticipates its growing customer satisfaction will go through the roof, following the announcement yesterday of capped price servicing for the life of the vehicle.
Speaking at the Go Further 2020 event held in Melbourne yesterday, Ford Australia Vice President of Marketing, Sales and Service, Graeme Whickman (pictured) told assembled journalists that the new capped-price servicing regime applied to vehicles sold new since 2007, and would apply from February next year.
"Now, we're also announcing an extension of our seven-year capped-price servicing offer to the entire lifetime of the vehicle, effective February 1st. So retail customers will know the maximum price they will pay for any scheduled service at a Ford dealership, whether the car is one or 30 years old.
"And we've eliminated hidden extras; the price you see includes time-based one-off charges, like timing belts."
In addition, capped-price service customers can enrol in Auto Club, which provides 12 months' free membership and roadside assistance with the appropriate state motoring association – excluding owners of FPV models and the Transit commercial vehicle range. The capped-price service regime is an integral part of enhancing the customer experience within dealership – for sales and service.
"We are creating an outstanding retail and ownership experience – and that's central to our transformation... It's a goal we're committed to, and we're putting all our resources behind it to make it a huge success," Whickman said.
The 'dealerships of the future' scheme was first reported by motoring.com.au two months ago, during the international launch of the Mustang. It's a two-pronged approach to ease the anxiety of customers who have grown up with the perception they'll fall victim to hard-sell tactics in the sales showroom or up-selling condescension in the workshop.
With the new system, the vehicle owner can book a service on-line, saving time. Reminders are sent at regular intervals as the date of the service approaches. And the capped-price servicing keeps costs down.
The dealers who have made the leap number more than 20 so far – based in Melbourne and Sydney – with 80 more to follow by the end of next year. And it's already yielding dividends for Ford and its dealer network.
"Our pilot dealers are improving at a rate of five times the others, in sales satisfaction, and seven times above the average, for service satisfaction," says Whickman.
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Ford
Car News
Written byKen Gratton
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