Home > Stakeholders > Customers > Customer Satisfaction > CS Program
Under the CS management system, HMC promotes improvement in on-the-job-centered CS based on the analysis of information gathered from regular CS monitoring activities from direct contact with customers, such as sales, delivery, maintenance etc. In addition, HMC leads employees in voluntary CS activities and rewards outstanding centers, dealerships and employees. Aside from this, HMC offers a complete range of CS education to employees through the CS Academy and provides special education for elected CS conductors in order to promote a CS mentality in its employees. In addition, HMC has been operating the CS Plaza to improve and facilitate employee sharing of CS related analysis since 2004. Through
the CS Plaza, employees have the opportunity to verify customer voices and various customer satisfaction surveys, and to obtain information regarding CS trends, customer response manuals and education
materials etc. At the same time, HMC is expanding the usage scope of the CS Plaza to maintenance suppliers in order to improve the effectiveness of customer service.
In line with the annual growth in global sales, HMC has been striving to enhance overseas dealer operations and to foster dealer staff through training. In addition, HMC continues customer satisfaction research in key markets and applies this information to promote improvements in CS for each corresponding area.
HMC introduced the Auto-Prosumer system in 2006, a large scale
marketing activity where a total of 15, 000 customers participate in panels, in order to actively apply customer voices in overall management decisions.
Auto-Prosumer is a combination of auto, producer, and customer and
denotes the coexistence of a customer in the producer's development of automobiles. In other words, under the Auto-Prosumer system, customer opinions are collected during the entire ownership period of a vehicle so that such views may be actively reflected from the initial stages of new product-service planning in order to maximize customer satisfaction.
As of part of these very efforts, HMC invited 5,000 Hyundai vehicle owners as of August 2006 to join in panels and participate in the corresponding HMC operated pilot program. HMC plans to invite a further 10,000 passenger vehicle and RV owners and to operate panels forming a total of 15,000 customers.
In line with the annual growth in global sales, HMC has been striving to enhance overseas dealer operations and to foster dealer staff through training. In addition, HMC continues customer satisfaction research in key markets and applies this information to promote improvements in CS for each corresponding area.
