CD2700511 28 JLR Success in Service Part 2 SEF video

At Jaguar Land Rover, our goals are clear.

And we want to deliver experiences
the customers love for life.

To help you deliver excellent experiences
to our customers,

we have created the
Service Experience Framework, or SEF.

SEF is rolled out through the
seven-step service framework.

This is the global service framework

which you should follow and this includes:

appointment,

arrival preparation,

arrival,

repair,

collection preparation,

collection,

follow-up.

You can use the system
to explore your customer feedback,

match your feedback to
your compliance with

our global franchise standards and
Service 6 metrics,

see which customer satisfaction
survey questions

correlate with which steps
within the framework

and see how you are performing
against your MPS target.

The framework is set to mirror
your day-to-day operations and

gives you the information
you need to ensure

every customer receives excellent service
whenever they visit.

The service experience framework

benefits from
brand new tools and features

to help you to live
excellent customer experiences.

These work alongside existing tools
such as

IAUDIT, TECHTIPS and Quality Check

through a new, dynamic and
user-friendly dashboard.

These new features include:

NPS, Net Promoter Score.
See your score and

breakdown between promoters,
passives and detractors.

Voice of the customer.

This analysis tool will help identify

potential issues by categorizing hits

by customer type or customer touchpoint.

That could take you directly to
customer verbatim.

The data is categorized against the
seven-step framework.

and gives you insightful
granular detail from customer comments.

This information will be updated monthly.

SEF Scorecard and Service 6.

Assess your monthly performance against
key customer satisfaction questions

including the service six metrics.

service six metrics are
primary business performance and

customer satisfaction drivers.

Each performance indicator is also
mapped to the

relevant global franchise standards.

Framework and edit functions.

The seven-step service framework.

Here you will find detailed instruction
in each of the seven steps.

Follow the global service framework to

help deliver an excellent
customer experience

by using the process flow,
workflow, assets,

and templates provided and support tools.

Edit function.

You can upload market design tools and

add additional instruction
to the seven steps.

which can support the global framework.

With all these features at your disposal,

you will be able to
identify and understand

areas where you can improve
using your customer feedback.

Therefore, SEF is an invaluable
operational tool

designed to help you enhance
the quality of service you offer

and deliver experiences
that customers love for life.