Nov 17, 2015
Rüsselsheim. Opel has achieved a great result in the “Trust Ranking 2015”. The Rüsselsheim-based carmaker was fifth out of 29 brands – the best result for a volume manufacturer. Opel was only beaten by premium brands Audi, BMW, Mercedes and Porsche. The brand with the Blitz was an impressive 12.4 percentage points over the industry average in customer trust. Overall, 71 percent of the customers stated that they trust Opel. The study therefore states that Opel enjoys “strong trust”.
The market researchers of ServiceValue determined a customer trust index (CTI) as an “overall indicator for experience-based customer trust” with the help of trade magazine WirtschaftsWoche. The calculations of the experts gave carmakers an industry average of 58.6, meaning that 58.6 percent of the customers trust the car manufacturers. This percentage is in the top third of all evaluated industries. The CTI industry averages range for 27.5 (financial services) to 77.1 percent (electronics stores).
“Customer satisfaction and customer trust are of fundamental importance. Approachable is one of our brand values at Opel. Therefore, positive customer experiences have to go way beyond the product itself. This is valid for all areas of contact between the customers and the brand. We are very happy with the very favorable results of the ‘Trust Ranking 2015’. Simultaneously they provide us with addition motivation: We will continue to do everything we can to get even better and strengthen the trust shown in us,” said Carsten Wreth, Vice President Customer Experience Europe.
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