Customer relations management
Customer satisfaction is a top priority at Daimler. This applies to our products, sales and servicing activities, financing, insurance, and other services. Customer appreciation is therefore extremely important to us. We approach our customers with openness and a keen sense of their individual wishes and requirements. This is crucial because we know that our customers’ expectations vary greatly — in terms of their individual needs, regional considerations, and product groups. All of our business units have therefore developed within the framework of their Customer Relationship Management (CRM) systems strategies and programs that are tailored to the needs of their customers. These strategies and programs include practical guidelines and recommendations for dealing with customers at the point of sale, as well as targeted training programs for staff members who have contact with customers.
We regularly measure customer satisfaction through internal studies conducted at the dealership level and in external surveys that reveal our position compared to our competitors at the national level. The results tell us where our customers think we can improve and which aspects are particularly important to them.
These aspects include product and service quality as well as consumer protection topics such as those related to the handling of complaints and the use of personal data. These issues are therefore important to us as we work to further improve customer satisfaction. We also conduct specialized surveys and stakeholder discussions to obtain information about special customer requirements such as those related to individuals whose mobility is restricted.
