Moenco

Inchcape Advantage Ownership Phase

Main Net Promoter Score NPS

Branch:- Hawassa Month:- Nov-17

Customer
No. Title First Name Last Name Score Comment Code
Category

Parts are genuine but the price is expensive,

Tigist Kassa
sometimes parts are not available in your stock
1 Mr. 10 Parts Promoter

The office environment is so good, the employees

Abaynhe Lemma   Other (Only use this is you cannot match the
politeness is very friendly please keep on
2 Mr. 10 comment to reason codes 1 to 10) Promoter
The product knowledge of the staff is excellent, but
the availability of products at the time we need Quality of the staff attitude, understanding &
Debube Mengedoch Balesletan  
3 Mr. 10 should be revised, and also the parking area is very knowledge Promoter
few
I appreciate the receptionist kind approach, but the
 SNNPRS Youth Sport
& Commission  
Vehicle service take much time than I expect
4 Miss 10 Car was ready/not ready when promised Promoter

At the time of car delivery some used parts

Belaynhe Bekele   forgotten, and the work we order dose not
5 Mr. 7 completely done   All work requested was/was not completed Passive

The car is neat at the time of delivery, and I will

 Mesfine Weji   Car handover was good/not good & everything
bring my vehicle again in your garage  
6 Mr. 10 was as I expected Promoter

Luck of explanation of the products like Broachers,

 Almaz Kidan   Other (Only use this is you cannot match the
pumpltes. I get the parts at the time I need  
7 Mr. 8 comment to reason codes 1 to 10) Passive

Most of the time some parts are on transit or at

 Selishe Geremew   head office stock, that makes customer
8 Mr. 8 uncomfortable   Parts Passive

I want to thank the service advisors to give me

 Addisu Belay   Quality of the staff attitude, understanding &
additional information about my car
9 Mr. 9 knowledge Promoter

 The waiting area is comfortable, & accessories are

Wegene Mamo   Other (Only use this is you cannot match the
available at any time
10 Miss 9 comment to reason codes 1 to 10) Promoter

The most common problem is the changed parts are

Abebe Baynesaghe   Other (Only use this is you cannot match the
miss or changed, better to work on that  
11 Mr. 7 comment to reason codes 1 to 10) Passive

Belew Geban Everything is so good, please persevere Other (Only use this is you cannot match the
12 Mr. 10 comment to reason codes 1 to 10) Promoter

The Sales person has sufficient knowledge about

Temesgen Zerga   substitute parts, and gives us advice on different Quality of the staff attitude, understanding &
13 Mr. 10 parts. Thank You!   knowledge Promoter

The information given at the time our vehicle need

Kefa Zone   I was kept informed/not informed during the
additional work
14 MS 9 service Promoter

After delivering our car to repair, it takes time to

 Tadelech Abate   start the service which is not proper should be It was easy /not easy to access the service
15 Mr. 6 revised   center Detractor

Wodno Genete   I get sufficient information I need.   Quality of the staff attitude, understanding &
16 Miss 8 knowledge Passive

I would like to appreciate and thank the reception

Abera Abeno   Quality of the staff attitude, understanding &
works, they all treat me well  
17 MS 9 knowledge Promoter

Mintesnot Abebe   They deliver my car on the date of our agreement

18 MS 9 Car was ready/not ready when promised Promoter

Most of the time Company phone have not answered

Tigist Haile   Other (Only use this is you cannot match the
& busy too
19 MS 7 comment to reason codes 1 to 10) Passive

Cheru Taye   My suggestion is heard, Thank You Other (Only use this is you cannot match the
20 MS 10 comment to reason codes 1 to 10) Promoter

Counter sales respond with good Courtesy &

Abdulazez Mustefa   Quality of the staff attitude, understanding &
manner
21 MS 10 knowledge Promoter

Adare Hospital   Polite staff members Quality of the staff attitude, understanding &
22 Miss 10 knowledge Promoter

Arega Hailu   Forman’s are so responsible & obedience Quality of the staff attitude, understanding &
23 Mr. 10 knowledge Promoter

Taye Deneke   The car is ready at the right time

24 Mr. 10 Car was ready/not ready when promised Promoter

 Haymot Adamu   The booking System is easy

25 Mrs. 10 The service booking was/was not easy Promoter

Pts No. %
Promoter 10 & 9 18 72.0%
Passive 8&7 6 24.0%
Detractor 6-1 1 4.0%
Total 25
NPS 68.0%