Experian 2010 Annual Report Download - page 41

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39
Expand our global reach
Introduction
2 – 11
Governance
52 – 84
Financial statements
85 – 160
Business review
12 – 51
Execute superior sales and operationsDeliver innovative data and analytics
Guangqi Honda, a joint venture of Guangzhou Automobile Group and
Honda Motor, is a leading car manufacturer in China, with a network
of over 400 dealerships. The company has always prided itself on
delivering outstanding customer service, but realised in 2003 that
the standard of service provided by dealers varied greatly across its
network and was leading to an overall decline in customer satisfaction.
Sinotrust, a majority-owned strategic partner of Experian, was
appointed to help improve Guangqi Honda’s dealership management
and to reverse the decline.
Sinotrust is the largest automotive marketing solutions provider in
China and has worked closely with Guangqi Honda to raise the level
of customer satisfaction. Central to this has been the development
of a dedicated information management system, supported by four
separate research methods, to monitor the sales and after-sales
processes of Guangqi Honda dealers, as well as to collect customer
evaluations and diagnose problems.
In the latest J. D. Power customer satisfaction survey, Guangqi Honda
has jumped to number one from 16th place for after-sales service.
Jun Yu, Vice President and Senior General Manager of Guangqi
Honda Automobile Sales Operations, concluded: “Sinotrust’s valuable
insights and expertise in the automotive market have helped us to make
signicant improvements in our service capabilities and customer
satisfaction”.
DRIVING CUSTOMER
SATISFACTION
AT GUANGQI HONDA