Peugeot receives the trophy Qualiweb / Strategies 2012

February 8 last, Automobiles Peugeot has received the "Trophee Qualiweb / Strategies 2012" customer relationship online and takes the first place in the automobile sector. 

With a new organization and a new team set up in May 2011, the Customer Contact Centre France has processed over 103,000 contacts. Are answered every email within 24 hours, the vast majority of receives within 12h. The phone is still the first channel contacts (62,000 in 2011), followed by email (41 000) which is growing every year.

The barometer QualiWEB extent since 1998, the evolution of the quality of the on-line Customer Relationship on nearly three hundred websites in September 10 sectors of activity. In the automotive sector, there are fifteen manufacturers who were solicited. Each brand has received seven e-mails mysteries: four requests for business information, a claim, a technical problem and a testimony of sympathy. The criteria for scoring are calculated based on the period of response, relevance and shape of responses (personalization, tone, drafting quality).

As a reminder, in 2011 Peugeot was also the first in its sector of activity (2nd in 2010 1st in 2009 and 2nd in 2008).