Middlebury, Indiana-based manufacturer Jayco launched a new Customer Experience Software tool across all the company’s divisions, including Jayco, Entegra Coach, Highland Ridge and Starcraft.
The tool uses real-time feedback, starting when a customer purchases a unit and continuing through their service experiences, Jayco stated. The data is sent to newly developed custom dashboards at the company’s dealerships.
“We are excited to unveil the new Jayco Customer Experience Software across all of our divisions,” Jayco President Ken Walters said. “There has been a mountain of work done behind the scenes by our customer service team, in conjunction with Qualtric Software, preparing for this launch. We now have a powerful tool that allows dealers to instantaneously see exactly what customers love about their RV experience and track that performance over time. This tool will be a major part of the new dealer experience program launching later in the year. These will be two key ongoing initiatives as the Jayco divisions further our commitment to exemplary customer satisfaction.”
Jayco stated the data downloads directly to the dealer-specific dashboard and uses a net promoter score metric to measure the customer’s “loyalty and satisfaction.”