NISSAN is extending the reach of its successful You+Nissan scheme to create one of the industry’s most comprehensive customer service promises.
The initiative sets in stone six core pledges – lifetime Nissan assistances, simple fixed price servicing with price-match, a free video vehicle health-check, free courtesy car with any service operation, test drive availability and rapid complaint handling – and is designed to make Nissan ownership easier, more exciting and more rewarding.
First launched in the UK in 2010 You+Nissan has proved so successful in helping the brand build trust and customer satisfaction, it is now being rolled out across Europe to create the first continent-wide Customer Promise.
In the UK meanwhile, the scheme has been enhanced with the inclusion of two separate aftersales initiatives previously only available in some locations and sits alongside an additional set of pledges specifically for drivers of Nissan’s market-leading electric vehicles.
First, an easy to understand fixed price servicing plan, coupled with a price match guarantee, will ensure Nissan dealerships always deliver the best value for money when it comes to service and repair.
Secondly, all Nissan customers will now receive a free video health assessment of their vehicle whenever it is in for service – a measure designed to improve trust and transparency.
In addition, a single number has been introduced for all customer service and roadside assistance matters and there are no time limits on the scheme. Nissan owners will continue to enjoy its benefits for as long as they own their vehicle.
The enhancements to You+Nissan and its implementation across the continent come as Nissan’s exciting new retail concept is rolled out Europe-wide. A total of 450 sites will feature the stunning new concept by the end of March 2016, rising to Nissan’s entire European dealer network of 2,500 sites by 2018.
The new concept is already paying off in dealerships by delivering innovation and excitement to customers, resulting in increased satisfaction and sales.
Combined with the You+Nissan commitments, the retail concept will further strengthen Nissan’s reputation and provide both a retail environment and ownership experience that can help the brand achieve its growth aspirations.
Guillaume Cartier, Senior Vice President for Sales and Marketing, Nissan Europe said: “Nissan is excited to be in the driving seat as we overhaul the offline and online retail experience to put the customer at the heart of everything we do. The internet has revolutionised the way in which people research and buy cars, throwing the market open and forcing manufacturers to reassess the way they interact with their customers. Nissan’s new customer experience initiatives will put design, interactivity, trust and technology back at the centre to revolutionise our retail experience, both in a physical and a digital sense.”
He added: “Quality and trust are hallmarks of the Nissan brand and we believe standards should be the same no matter where you live. We’re excited by the early results these initiatives are delivering for the business and we remain 100% committed to giving our customers absolute clarity and confidence when buying or owning a Nissan vehicle.”
A video explaining the You+Nissan scheme can be viewed here.
Under the full You+Nissan Customer Promise, Nissan promises to:
- Keep customers mobile with a free of charge courtesy car or lift when their vehicle is in for service or repair.
- Provide a free vehicle assessment by video to help customers understand what’s going on with their vehicle’s service.
- Offer simple fixed price servicing and the best value for money by matching like-for-like written quotes within 10 miles of your local dealer.
- Provide continuous roadside assistance for free – offering maximum peace of mind.
- Propose a resolution to any problem within two working days.
- Enable customers to test drive any Nissan model when pre-booked online or through the customer service centre.
The additional You+Nissan EV scheme sets out the following pledges for drivers of the all-electric Nissan LEAF family hatchback and e-NV200 panel van and Combi.
- Nissan electric vehicle owners can rapid charge their cars for free on the Ecotricity Electric Highway or at participating Nissan dealerships.
- Nissan electric vehicle owners can borrow a petrol or diesel Nissan for up to 14 days a year (subject to terms and conditions).
- Anyone thinking about buying a Nissan electric vehicle can borrow a LEAF or e-NV200 for a 24-hour extended test drive, allowing them to experience the vehicle first-hand.
- Nissan EV drivers will receive free recovery and roadside assistance should their vehicle breakdown or run out of charge on the road.
- All Nissan LEAF and e-NV200 models come with the reassurance of a five-year/60,000 mile battery state of health guarantee.
