Holden Announces ‘Take Your Time to Test Drive’ Program
Holden announced at the same event where it revealed the new Acadia, Trax, Trailblazer, Berina, and Astra hatchback that it is launching a new test-drive initiative and its Complete Care commitment.
“Holden has made huge strides in customer service with improvements in our customer satisfaction and customer retention. But we still have a lot of work to do, and we know that customer service alone isn’t a differentiator—every company talks about customers,” said Peter Jamieson, Executive Director, Customer Experience, Holden. “We need to find more and better ways understand the needs of our customers and find solutions. That comes from really listening to our customers. It was listening to customers that lead us to introduce the ‘Take Your Time Test Drive.’”
Take Your Time to Test Drive will allow prospective customers the opportunity to try out their vehicle of choice for upwards of 24 hours. While the concept of a 24-hour test-drive offer is neither new nor exclusive to the Holden brand, Jamieson considers it an imperative means to connect with possible buyers who would otherwise be turned away by the test-drive model.
“Customers told us that the current test drive process wasn’t a great experience,” he said. “Customers are busy and don’t have the time to take an hour out of their day and don’t like the perceived pressure of having a salesperson next to them. Customers can now take one of our vehicles when it suits them and test drive the vehicle of choice in their environment for up to 24-hours.”
Holden’s Complete Care promise also involves Lifetime Capped Price Servicing, which pledges that customers will know ahead of time the cost of their next scheduled services for as long as they own the vehicle. Other components include Holden Roadside Assistance, Holden Finance, and the 3-year/100,000-km factory warranty.
“Holden has an unrivalled 160-year relationship with Australia and we feel Holden and our 230-strong dealer network right across the country know Australian customers better than any other brand,” Jamieson added. “Our Complete Care customer promise is at the heart of our transformation as we rejuvenate our brand and our business.”