‘Trust Ranking 2015’ Study Shows That Opel Instills High Customer Confidence
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Opel was ranked 5th out of 29 brands in the “Trust Ranking 2015” study, which was the best result for a volume manufacturer. The builder of the Astra was only ousted by Audi, BMW, Mercedes, and Porsche.
ServiceValue market researchers determined a customer trust index as an “overall indicator for experience-based customer trust.” According to their calculations, Opel earned 12.4 percentage points over the industry average (58.6) with 71 percent of its customers claiming that they trust the automaker. The average automotive industry percentage is actually in the top third of all evaluated industries, including electronics stores with a slightly higher 77.1 percent and financial services with a low 27.5 percent.
“Customer satisfaction and customer trust are of fundamental importance. Approachable is one of our brand values at Opel. Therefore, positive customer experiences have to go way beyond the product itself. This is valid for all areas of contact between the customers and the brand. We are very happy with the very favorable results of the ‘Trust Ranking 2015’. Simultaneously they provide us with addition motivation: We will continue to do everything we can to get even better and strengthen the trust shown in us,” said Carsten Wreth, Vice President Customer Experience Europe.
General Motors seems to be on fire lately – not just in regards to rankings and awards, but in some cases literally.
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Sales should reflect such a high trust level. Then again, in the US, Mazda is trusted yet a weak seller.