Research based on the evaluation of 3,900 consumers in the main Brazilian capitals
Audi was the company in the Premium automotive sector with the best recognition in the survey “Company that most Respect the Consumer in Brazil”, carried out by the magazine Consumidor Moderno. The survey, which aims to satisfy the brand’s customers, interviewed 3,900 buyers from the manufacturer of the four rings in the main Brazilian capitals: São Paulo, Rio de Janeiro, Recife, Porto Alegre, and Belo Horizonte.
The survey was carried out in partnership with Shopper Experience – one of the most respected companies in this sector in Brazil, the only one based on the evaluation and direct comments of the customers themselves as a result of the interactions maintained with the company throughout the year. This is the main survey in the Brazilian market to assess the concept of respect, based on the customer’s experience with the brand and not just their momentary perception.
The items analyzed to compose the evaluation, according to the customers’ point of view, were: the company’s attitude towards quality and the products it offers; the mechanisms and the way in which it meets the needs and expectations of the consumer; the nature and quality of the information provided; the concern that the company manifests in serving consumers well and the way in which the company operates in society.
According to Marcel Yoshida, after sales director at Audi Brazil, some key factors adopted by the company were fundamental for winning the award received at a special event at the Intercontinental Hotel, in Sao Paulo.
“We are endlessly looking for excellence in every detail, aiming at premium service of the highest level, from the moment a customer is received at a dealership, until the delivery of the vehicle”, he says. “Audi wants to delight its customers and not merely satisfy them. Receiving this award is confirmation that we have a successful path ahead”, emphasizes Yoshida.
According to research data, one of the most important factors for consumers is the innovation of the service, a point that Audi constantly invests in. “The recently launched Audi Concierge service program is an example of innovation in the field of customer service, offering a similar degree of service to luxury hotels while being more holistic, flexible, and effective” concludes Yoshida.