Historically, American Honda’s vehicle sales have hinged on its industry-leading engineering. However, customer loyalty trends demonstrated that product quality alone was no longer enough to ensure customer satisfaction, owner loyalty, or future sales. American Honda needed to improve customer satisfaction levels by delivering a superior customer experience.
Ardent worked with American Honda to perform a comprehensive needs assessment including a detailed analysis of the J.D. Power Sales Satisfaction Index (SSI) results to identify key areas in need of improvement. As a result of this research, we identified key areas as critical for improving the performance of retail-level sales managers and sales consultants.