Satisfied customers should be the aim of any successful business operation. Bilia is working successfully to increase customer satisfaction.
Bilia performs daily surveys to ensure that customer satisfaction remains at a high level. Web services are valued highly in the surveys. Development of the website and its functions therefore has top priority. Besides getting information on different car models and equipment, it is possible to chat with a salesman or make an appointment for service, tyre change or glass repairs directly on Bilia’s website.
Bilia in Sweden also started a web shop for accessories in 2009.
Netbil is Bilia’s online auction site. Both private customers and companies can auction off their cars there at a fixed cost. All cars sold via Netbil are thoroughly tested.
An action plan for the period 2010–2012 was prepared in the autumn of 2009. One of the most important points is 100 per cent accessibility by telephone and the website.
In an increasingly competitive market situation where prices are roughly on the same level, good customer treatment is the most important competitive factor. It is then vital that all employees are properly qualified and committed to their work.
Bilia therefore provides tailored staff training and conducts surveys of job satisfaction.
We must always live up to our core values: accessibility, interest and attractive car ownership. They are based on the two cornerstones of professional competence and interest in people. We always answer phone calls with:
“Welcome to Bilia”.
The most important task in our business is to keep the customers we have and create a lifelong partnership for mutual benefit. One successful concept is the personal service technician, who has direct contact with the customer and thereby creates a personal relationship.
To further boost customer satisfaction, Bilia has implemented the RACE concept, whereby the service receptionists and technicians follow carefully planned procedures in their encounter with the customer. For example, the workshop should always call the customer regarding supplementary jobs.
We are proud to be able to live up to the customer’s expectations and offer our customers the best possible service.
The continuous development work pursued at Bilia and the professional competence and commitment of our employees are crucial to ensuring satisfied customers.