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1. Customer Relations Department Progress Report Aug 2024

2. Objectives: Customer Data Completeness & Accuracy Customer Satisfaction at all Touch Points Complaint Handling Inquiry Management Customer Engagement Activities

3. Core Activities : Reminder Calls Feedback Calls Campaign Calls Inactive Customer Calls On Floor Meet Up with Customers Record Customer Reviews Take Customer Feedback Inquiry Handling (Calls, On Floor & Social Media) Complaint Handling (Calls, On Floor & Social Media ) Videography for Social Media

4. NVD Feedback Call Status Total NVD in Aug 56 Total Calls 60 Connected Calls 36 Connected on WhatsApp 24 Complaints 00 WhatsApp text sent to Not Connected Customer to keep in touch with them

5. FFS Reminder Call Status Total FFS Due 48 Total Calls 84 Connected Calls 43 Connected on WhatsApp 41 Mature Customers 18 WhatsApp text sent to Not Connected Customer to keep in touch with them

6. Periodic Maintenance Call Status This is our main FOCUS How we get CONNECTED? Proposed Way Outs: Connect on WhatsApp Verify Data with Related Advisor Put all Not Connected Data in Vehicle to be Trace

7. Appointment Success Rate: Appointments Booked in the Month of Aug : 179 Customer Visited HRR Against A ppointments : 119 Maturity Percentage of Appointments: 66 % Business G enerated A gainst A ppointment Customer s Total Labour Generated A gainst Appointments: 827,949/- Total Parts Sold 2559437 /-

8. Post Service Follow Up Calls (Service) Status Total Job Cards: 1288 Total PSFU Calls : 1288 Connected Calls: 599 Connected on WhatsApp: 589 Not Using WhatsApp: 49 WhatsApp text sent to Not Connected Customer to keep in touch with them We can do GSM Text Messages to all not using WhatsApp Customers

9. Post Service Follow Up Calls ( BodyShop ) Status Total Job Cards: 232 Total PSFU Calls : 252 Connected Calls: 124 Connected on WhatsApp: 98 Not Using WhatsApp: 30 WhatsApp text sent to Not Connected Customer to keep in touch with them We can do GSM Text Messages to all not using WhatsApp Customers

10. Corporate Calls Status Total Calls 246 Connected Calls 99 Connected on WhatsApp 147 Complaints 03 Sales & Service Inactive Customers Status Total Calls 1002 Connected Calls 548 Connected on WhatsApp 454 Complaints 08

11. Appointment Follow UP Calls Status Total Calls 271 Connected 127 Not Connected 144

12. Customer Complaints FMO June 2024 Total No. of Complaints: 22 Mechanical Department : 14 BodyShop Department: 08

13. Channels PM Calls: 01 PSFU Calls: 14 Feedback Messages: 03

14. Service - Customer Complaints

15. BodyShop - Customer Complaints