Conducting a CUSTOMER SATISFACTION SURVEY for new vehicle purchasers.

The purpose of this survey is to assess customer loyalty towards the official dealers of Toyota and Lexus brands under Toyota Sales Mongolia LLC. It aims to identify ways to improve services and operations within specific performance indicators, particularly in sales, maintenance services, and the Lexus EMERGE Center. Through this survey, we are aiming to:

• Determine the overall Net Promoter Score (NPS);
• Calculate the NPS for each official dealer individually
• Identify customer expectations from each official dealer
• Pinpoint key areas that require immediate improvement.

The survey is conducted based on the data provided monthly by the client, which includes new car buyers and customers who have received maintenance services. Accordingly, DEALER SATISFACTION SURVEYS are carried out for official dealers, while LEXUS EMERGE SATISFACTION SURVEYS are conducted for customers who have visited brand service facilities.

Survey data is collected via phone calls using the Bitrix24 platform. Since 2020, MIRIM Consultant LLC has established and operated a remote data collection Call Center based on Bitrix24. This platform, compared to other online data collection systems, is cloud-based and integrates customer relationship management (CRM) and business automation for managing customer service processes.

To analyze survey results, the Net Promoter Score (NPS) methodology is used. This approach measures how likely customers are to recommend a product or service to others. The key advantage of NPS is its ability to identify loyal customers and focus on their long-term satisfaction.