CSI LINKED TO VOLUME BONUS PAYMENTS

To: Directors, Brand Managers, Group Managers, Departmental Managers

From: Jeremy Cuff, Odette Shocklidge & Mark Greenfield

Date: 31st January 2014
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CSI LINKED TO VOLUME BONUS PAYMENTS

Please ensure that we maintain a constant focus on Customer Satisfaction as we go forward through the year.

Most of you will be aware that that there is now a greater (and increasing) connection in terms of the Franchise bonus programmes whereby Quality (CSI) is integrally linked to Volume Bonus (VB).

Where we have CSI score deficits against the mandated franchise levels, please put in place the necessary processes in order to make the required improvements, so that the businesses can benefit from the maximum available payments.

For the dual/multi franchise sites in the group, please ensure that equal focus is given to each of the respective franchise CSI programmes of the brands represented.

Should you require any updates to existing customer exit surveys, satisfaction surveys or similar – please ask a member of the Marketing team to assist you. We attach, for example, an exit survey we have recently produced for the Vauxhall sites. Other items can be viewed/downloaded from Platinum Info Central. Also, see attached a copy of the “10 Commandments of Good Business”.

Where we are showing good levels of customer satisfaction, please ensure that the focus and vigilance on this remains, so that the high scores are maintained.

Please share this as appropriate with your teams.

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