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Download 00 - GDV Imports - Front Face Business
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SSI & CSI Diciembre, 2014 GDV IMPORTS DICIEMBRE - 2014 KPI´S SSI & CSI Quejas Registros del mes Ventas Iniciales Nuevas Cerradas Pendientes Quejas Jaguar Quejas Land Rover Quejas 0 0 0 0 0 0 0 0 Total 0 0 0 0 JAGUAR LAND ROVER GUADALAJARA JAGUAR LAND ROVER LEÓN JAGUAR LAND ROVER MASARYK JAGUAR LAND ROVER MONTERREY JAGUAR LAND ROVER PEDREGAL JAGUAR LAND ROVER MÉRIDA JAGUAR LAND ROVER INTERLOMAS JAGUAR LAND ROVER PUEBLA JAGUAR LAND ROVER CULIACÁN Total Registros Total Encuestados 6 7 7 8 5 0 5 2 2 42 2 2 4 3 0 0 2 1 0 14 Servicio Porcentaje % 33% 29% 57% 38% 0% 0% 40% 50% 0% 33% JAGUAR LAND ROVER GUADALAJARA JAGUAR LAND ROVER LEÓN JAGUAR LAND ROVER CEDROS JAGUAR LAND ROVER MASARYK (VALLE) JAGUAR LAND ROVER MONTERREY JAGUAR LAND ROVER PEDREGAL JAGUAR LAND ROVER MÉRIDA JAGUAR LAND ROVER PUEBLA JAGUAR LAND ROVER CULIACÁN JAGUAR LAND ROVER INTERLOMAS SSI JLR SSI Nacional SSI Nacional Promedio 12 meses Nacional JLR 100% ene-14 90% 91% 91% 95% 89% 90% 91% 91% 95% 93% 90% 94% 87% 91% 89% 89% 91% 93% 90% 94% 91% 87% 89% 91% 89% JAGUAR LAND ROVER88% INTERLOMAS MONTERREY JAGUAR LAND ROVER LEÓNJAGUAR LAND ROVER92% JAGUAR LAND ROVER96% GUADALAJARA JAGUAR LAND ROVER INTERLOMASJAGUAR LAND ROVER 100% PUEBLA JAGUAR LAND ROVER MASARYKNACIONAL JAGUAR LAND ROVER CULIACÁN 0% JAGUAR LAND ROVER PEDREGAL 0% JAGUAR LAND ROVER MÉRIDA 0% 0% 92% 92% may-14 CSI Nacional 0-Jan-00 0-Jan-00 90% 90% 90% 0-Jan-00 0-Jan-00 0-Jan-00 0-Jan-00 0-Jan-00 0-Jan-00 0-Jan-00 0-Jan-00 0-Jan-00 0-Jan-00 0-Jan-00 jun-14 jul-14 ago-14 Sep-14 Oct-14 Nov-14 Dic-14 88% 90% 89% 89% 87% 88% 20% 89% 79% 30% 40% abr-14 may-14 jun-14 jul-14 ago-14 sep-14 oct-14 nov-14 dic 70% 80% 90% 100% 90% 96% 95% 95% 94% 89% 89% 87% 86% 83% JAGUAR LAND ROVER CEDROS mar-14 60% 100% JAGUAR LAND ROVER CULIACAN 0% feb-14 50% CSI JLR Dealer CSI JAGUAR JAGUAR LAND ROVER CEDROS 83% JAGUAR LAND ROVER PEDREGALNACIONAL 86% JAGUAR LAND ROVER CULIACAN 87% JAGUAR LAND ROVER INTERLOMAS JAGUAR LAND ROVER MÉRIDA 89% JAGUAR LAND ROVER PUEBLA JAGUAR LAND ROVER GUADALAJARA 89% JAGUAR LAND ROVER JAGUAR LAND ROVER MONTERREY 94%LEÓN JAGUAR LAND LAND ROVER MASARYK (VALLE) 95% JAGUAR ROVER MASARYK (VALLE) JAGUAR LAND ROVER LEÓN 95% JAGUAR LAND ROVER MONTERREY JAGUAR LAND ROVER PUEBLA 96% JAGUAR LAND INTERLOMAS ROVER GUADALAJARA JAGUAR LAND ROVER 100% JAGUAR LAND ROVER90% MÉRIDA NACIONAL JAGUAR LAND ROVER PEDREGAL 10% ene-14 91% 88% YTD CSI Nacional 89% 10% 89% 96% 92% YTD 0% Front Face Bussines S.A. de C.V. Obje vo 20% abr-14 Obje vo ene-14 100% feb-14 mar-14 90% abr-14 80% may-14 jun-14 70% jul-14 60% ago-14 sep-14 50% oct-14 40% nov-14 dic30% YTD mar-14 100% JAGUAR LAND ROVER MONTERREYJAGUAR LAND ROVER91% LEÓN 0% feb-14 89% JAGUAR LAND ROVER PEDREGAL 0% JAGUAR LAND ROVER PUEBLAJAGUAR LAND ROVER CULIACÁN 0% MASARYK JAGUAR LAND ROVER GUADALAJARAJAGUAR LAND ROVER79% 10% ene-14 SSI JAGUAR Obje vo 89% feb-14 90% mar-14 80% abr-14 may-14 70% jun-14 60% jul-14 ago-14 50% Sep-14 40% Oct-14 30% Nov-14 Dic-14 20% YTD Dealer 0% NACIONAL JAGUAR LAND ROVER MÉRIDA 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Total Registro Total Encuestados 78 14 40 25 60 33 41 16 15 5 327 29 2 15 11 19 13 14 7 6 2 118 Porcentaje % 37% 14% 38% 44% 32% 39% 34% 44% 40% 40% 36% DICIEMBRE - 2014 Na onal Summary SSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 89% 82 / 44 90% 97 / 44 91% 54 / 24 91% PEDREGAL JAN SSI JLR 95% MASARYK JAN Available records / Interviews 86% 6/4 SSI JLR Available records / Interviews 11 / 6 100% FEB 99% FEB 86% Available records / Interviews 6/4 Available records / Interviews 31 / 7 100% MAR 86% MAR 91% Available records / Interviews 10 / 6 Available records / Interviews 10 / 3 1-Jan-00 APR 91% 87% 63 / 21 91% 78 / 31 89% 77 / 29 89% 42 / 14 755 325 91% # Records 12 Months # Interviews 12 Months PEDREGAL Average YTD 84 42 93% # Records 12 Months # Interviews 12 Months MASARYK Average YTD 166 66 90% Available Available records / MAY records / Interviews Interviews 8/6 97% 8/4 Available Available records / JUL records / Interviews Interviews 7/4 100% 8/3 JUN 98% 61% Available records / Interviews 3/2 100% Available records / Interviews 8/2 97% Available records / Interviews 8/3 0% Available records / Interviews 5/0 10 / 2 91% 11 / 6 92% 7/2 96% 6/2 98 40 93% # Records 12 Months # Interviews 12 Months 64 26 93% MAR Available records / Interviews APR SSI JLR 98% 2/1 93% 8/6 100% 1/1 92% MERIDA JAN Available records / Interviews FEB SSI JLR 80% 16 / 7 88% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 92% 14 / 8 92% 20 / 9 92% 5/4 81% PUEBLA JAN SSI JLR 83% CULIACÁN JAN SSI JLR 0% APR 100% APR 85% APR 94% APR 0% Available Available records / MAY records / Interviews Interviews 3/1 88% 3/2 Available Available records / MAY records / Interviews Interviews 5/4 94% 11 / 7 Available Available records / MAY records / Interviews Interviews 4/3 0% 3/0 Available Available records / MAY records / Interviews Interviews 10 / 3 100% 8/2 Available Available records / MAY records / Interviews Interviews 3/2 90% 2/1 Available Available records / MAY records / Interviews Interviews 0/0 100% 4/1 JUN 93% Available records / Interviews 5/2 JUL 0% Available records / Interviews 0/0 AUG 95% 91% 1-Jan-00 Available records / Interviews 8/3 SEP 100% OCT 88% 1-Jan-00 Available records / Interviews 4/1 OCT 93% NOV 84% Available records / Interviews 23 / 13 DIC 89% 94% 1-Jan-00 SEP Available records / Interviews 11 / 3 NOV 7/4 82% ##### AUG Available records / Interviews 14 / 3 OCT 94% 5/2 97% JUL Available records / Interviews 15 / 9 SEP 7/3 93% JUN Available records / Interviews 16 / 7 96% Available records / Interviews 2/2 96% 7/1 Available records / Interviews 10 / 3 AUG 5/2 Available records / Interviews 100% 51 / 26 95% FEB 85% 94% GUADALAJARA Average YTD Available records / Interviews Available records / Interviews 2/1 55 / 20 # Interviews 12 Months JAN MAR 90% # Records 12 Months MONTERREY Available records / Interviews 2/1 49 / 23 Available records / Interviews 95% FEB 93% 49 / 21 DIC SSI JLR Available records / Interviews 0/0 95% 58 / 28 Available records / Interviews JAN 97% Na onal Average YTD NOV LEON 88% # Interviews 12 Months Available records / Interviews 100% Available records / Interviews 2/2 # Records 12 Months OCT 6/2 MAR Available records / Interviews Available records / Interviews 92% Available records / Interviews 7/5 DIC SEP 12 / 5 FEB Available records / Interviews Available records / Interviews 90% Available records / Interviews 9/4 NOV AUG 15 / 9 83% Available records / Interviews Available records / Interviews 93% Available records / Interviews 5/1 OCT JUL SSI JLR MAR Available records / Interviews Available records / Interviews APR Available records / Interviews 8/4 SEP JUN Available records / Interviews 94% Available records / Interviews Available Available records / MAY records / Interviews Interviews MAR 98% AUG 1-Jan-00 Available records / Interviews Available records / Interviews 13 / 4 Available records / Interviews #### FEB MAR JUL 96% Available records / Interviews Available records / Interviews 3/3 Available records / Interviews 1-Jan-00 JAN FEB JUN Available Available records / MAY records / Interviews Interviews 18 / 8 100% 5/2 APR GUADALAJARA Available records / Interviews 9/5 Available Available records / MAY records / Interviews Interviews ##### Available records / Interviews 8/3 NOV 88% DIC 79% Available records / Interviews 7/4 ##### Available records / Interviews 5/2 DIC 91% Available records / Interviews 7/2 LEON Average YTD JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD 91% 8/4 90% 7/4 100% 6/2 90% 10 / 2 96% 13 / 5 100% 7/1 92% 8/3 86 40 95% # Records 12 Months # Interviews 12 Months MÉRIDA Average YTD 65 28 86% JUN 86% Available Available records / JUL records / Interviews Interviews 6/3 100% 5/2 AUG 79% Available records / Interviews 1/1 SEP 78% Available records / Interviews 7/4 OCT 89% Available records / Interviews 2/1 NOV 87% Available records / Interviews 8/2 DIC 0% Available records / Interviews 0/0 JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months INTERLOMAS Average YTD 89% 6/4 84% 8/1 92% 6/4 94% 10 / 4 93% 13 / 7 96% 12 / 5 88% 5/2 117 53 91% # Records 12 Months # Interviews 12 Months PUEBLA Average YTD 46 21 94% # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD 25 7 90% JUN 100% JUN 0% Available records / Interviews 2/1 Available records / Interviews 0/0 JUL 0% JUL 0% Available records / Interviews 2/0 Available records / Interviews 2/0 AUG 0% AUG 89% Available records / Interviews 3/0 Available records / Interviews 3/1 Front Face Bussines S.A. de C.V. SEP 98% SEP 0% Available records / Interviews 5/3 Available records / Interviews 0/0 OCT 100% OCT 76% Available records / Interviews 4/1 Available records / Interviews 8/3 NOV 89% NOV 0% Available Available records / DIC records / Interviews Interviews 5/1 100% 2/1 Available records / Interviews 2/0 DIC 0% Available records / Interviews 2/0 DICIEMBRE - 2014 Na onal Summary CSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months Na onal Average YTD CSI JLR 92% 281 / 124 92% 303 / 99 90% 304 / 103 90% 304 / 103 90% 323 / 129 89% 320 / 176 89% 387 / 158 89% 376 / 154 87% 415 / 167 88% 424 / 176 88% 315 / 130 90% 327 / 118 4079 1637 89% PEDREGAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PEDREGAL Average YDT CSI JLR 94% 21 / 11 92% 52 / 17 86% 43 / 14 89% 76 / 26 90% 79 / 33 90% 73 / 48 90% 79 / 32 88% 79 / 32 91% 85 / 34 86% 84 / 36 92% 35 / 19 86% 33 / 13 739 315 90% CEDROS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CEDROS Average YTD CSI JLR 98% 36 / 16 92% 57 / 19 94% 45 / 14 91% 27 / 9 91% 50 / 19 94% 25 / 14 87% 41 / 17 78% 58 / 23 81% 67 / 27 85% 67 / 28 97% 52 / 21 83% 40 / 15 565 222 89% MASARYK JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MASARYK Average YTD CSI JLR 92% 39 / 14 95% 23 / 8 91% 13 / 4 89% 46 / 15 74% 15 / 6 80% 16 / 8 88% 23 / 10 92% 18 / 8 83% 18 / 6 93% 22 / 9 88% 24 / 10 95% 25 / 11 286 114 89% GUADALAJARA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 88% 89 / 39 94% 100 / 30 93% 80 / 26 90% 45 / 15 91% 58 / 22 85% 74 / 31 84% 77 / 30 90% 83 / 34 84% 104 / 42 88% 101 / 46 87% 74 / 29 89% 78 / 29 963 373 89% LEON JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months LEON Average YTD CSI JLR 95% 20 / 8 93% 10 / 4 84% 38 / 12 96% 21 / 7 96% 33 / 14 91% 28 / 18 88% 34 / 14 91% 25 / 10 92% 34 / 14 92% 34 / 13 66% 25 / 9 95% 14 / 2 316 125 90% MONTERREY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD CSI JLR 93% 37 / 19 89% 27 / 9 91% 49 / 18 94% 30 / 11 90% 35 / 14 90% 68 / 34 91% 75 / 31 92% 53 / 22 90% 46 / 19 92% 65 / 23 87% 30 / 12 94% 60 / 19 575 231 91% MERIDA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MERIDA Average YTD CSI JLR 91% 34 / 14 84% 23 / 8 74% 16 / 6 85% 26 / 9 81% 25 / 8 88% 22 / 17 85% 25 / 10 93% 26 / 11 88% 25 / 10 76% 23 / 10 91% 39 / 14 89% 41 / 14 325 130 85% PUEBLA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PUEBLA Average YTD CSI JLR 92% 5/3 99% 11 / 4 93% 7/3 97% 9/3 93% 16 / 7 84% 11 / 5 94% 23 / 10 92% 17 / 7 91% 20 / 8 96% 15 / 8 85% 14 / 6 96% 16 / 7 164 71 93% CULIACÁN JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD CSI JLR 0% 0/0 0% 0/0 98% 13 / 6 84% 24 / 8 94% 11 / 5 100% 3/1 95% 10 / 4 91% 16 / 7 88% 16 / 7 83% 13 / 3 88% 14 / 6 87% 15 / 6 135 53 91% COUNTRY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months COUNTRY Average YTD CSI JLR 0% 0/0 0% 0/0 98% 6/2 0% 0/0 100% 1/1 0% 0/0 0% 0/0 0% 1/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 7 2 99% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 78% 8/4 100% 5/2 13 6 Front Face Bussines S.A. de C.V. GUADALAJARA Average YTD INTERLOMAS Average YTD 89% DICIEMBRE - 2014 SSI - Registros Erróneos Ventas Jaguar & Land Rover Dealer JAGUAR LAND ROVER PUEBLA Total JAGUAR LAND ROVER PUEBLA Dato erroneo TELÉFONO Cliente CONSTRUCTORA E INMOBILIARIA SASEJA DE ZACATLAN SA DE CV Total general vin Cuenta de vin SALDHMR89FA457914 1 1 1 Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 CSI - Registros Erróneos Servicio Jaguar & Land Rover Dealer JAGUAR LAND ROVER GUADALAJARA Total JAGUAR LAND ROVER GUADALAJARA JAGUAR LAND ROVER LEÓN Datos Incompletos, Color, TELÉFONO Nombre cliente AUTOS BELLOS S.A. DE C.V. EUROCAVSA SA DE CV DE LA TORRE IBARA LUCIA MARTINEZ MARTINEZ BLASARA GRISELDA OCTAVIO MUNGUIA EUROCAVSA SA DE CV POUNCE CONSULTING SA DE CV ALZATI PIMENTEL ALFREDO TELÉFONO RANGEL ALVARADO RICARDO ALBERTO T-CARGO SA DE CV CENTRO FUNERARIO DEL CENTRO SA DE CV TELÉFONO MIGUEL ANGEL TELLO LODLOW TELÉFONO FERNAN PAVIA PUGA ALEJANDRO DAJER ARTURO FERNANDO CANTO REBORA JUAN JOSE PEREZ PONCIANO MARIN RAMOS Total JAGUAR LAND ROVER MÉRIDA JAGUAR LAND ROVER MONTERREY TELÉFONO JAIME ALFONSO VILLARREAL ARANDA VERONICA ROCIO TOMAS RUIZ EDUARDO LOPEZ CASILLAS DAVID CERVANTES JIMENEZ REAL CABAL CONSTRUCCIONES, S.A. DE C.V. Total JAGUAR LAND ROVER MONTERREY JAGUAR LAND ROVER PEDREGAL TELÉFONO MERCEDEZ AGUIALR HERNAN HERNANDEZ BAÑUELOS JOSE LUIS Total JAGUAR LAND ROVER PEDREGAL JAGUAR LAND ROVER PUEBLA TELÉFONO JOSE VALENTIN VARILLAS HENAINE RAÚL ALVARADO BLUE ICON TECHNOLOGY, S.A. DE C.V. Total JAGUAR LAND ROVER PUEBLA JAGUAR LAND ROVER CEDROS TELÉFONO JORGE ENRIQUE TOLEDO LUIS GONZALEZ JOSE RAUL RAMIREZ SUSANA MAGLIONE DIEGO NICOLAS DE INES JOSE ANTONIO BASTON PATIÑO LEONARDO NANKIN ANTONIO MORALES MARCOS REZA RUTH GONZALEZ ROBERTO CALDERON ORTIZ Total JAGUAR LAND ROVER LEÓN JAGUAR LAND ROVER MASARYK (VALLE) Total JAGUAR LAND ROVER MASARYK (VALLE) JAGUAR LAND ROVER MÉRIDA Total JAGUAR LAND ROVER CEDROS Total general Vin Cuenta de Vin SALVS2BG9DH741429 1 SALVA2BG7H958516 1 SALWA2EF6EA318313 1 SALAG2DA7DA669643 1 SALMF13498A277071 1 SALVA2BG6FH961312 1 SALWA2ED9EA377937 1 SALVS2BG1DH824238 1 8 SALFP24N18H033778 1 SALVP2BG4DH741162 1 SALWA2VF4EA347048 1 3 SALAG2D43CA649811 1 1 SALSH2E44BA286398 1 SALSH2E43BA272380 1 SALAG2D47DA679475 1 SALWA2EF1EA304030 1 SALDVBR89EA456161 1 5 SALSH2E42BA261032 1 SALVS2BG5CH701752 1 SALSH2E48CA733848 1 SAJYA04S0DPU00036 1 SALWA2VF6EA351473 1 5 SALGA2DF8DA121454 1 SAJHS154XWC812302 1 SAJYA04SXDPU02117 1 3 SALVS2BG8DH729479 1 SALVA2BG7FH978118 1 SALVA2BG4EH873258 1 3 SALAG2D45DA673481 1 SAJYA05B3CLS24345 1 SALFP24N18H054369 1 SALVS2BG5DH820340 1 SALDVBR85DA441428 1 SALWA2EF7EA314173 1 SALAG2D44CA633603 1 SALSH2E4XBA272294 1 SALAG2V6XEA700143 1 SALSH2E47DA770424 1 SALAG2D48BA581892 1 11 39 Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX NACIONAL JAGUAR – LAND ROVER Sa sfacción General con Ventas Nacional JLR 100% 90% 80% 70% 60% 50% Nacional JLR 40% 30% 20% 10% 0% ene-14 feb-14 mar-14 abr-14 may-14 jun-14 jul-14 ago-14 Sep-14 Oct-14 Nov-14 Dic-14 YTD Promedio 12 meses Nacional JLR Front Face Bussines S.A. de C.V. ene-14 89% feb-14 90% mar-14 91% abr-14 91% may-14 95% jun-14 93% jul-14 90% ago-14 94% Sep-14 87% Oct-14 91% Nov-14 89% Dic-14 89% YTD 91% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX NACIONAL Diagnós co de Sa sfacción con Venta JAGUAR Nacional # Entrevistas YTD * % Ponderación # Entrevistas Mes 100% Promedio Mes Promedio YTD 89% 91% 1-Recomendar a (Dealer) a un amigo o conocido? 5% 14 88% 325 92% 2-Experiencia de compra y entrega de su nuevo Land Rover. 5% 14 86% 325 93% 14 94% 325 96% 4- Sa sfacción su JLR (modelo) 5- ¿Lo hicieron sen r bienvenido como cliente? 5% 14 99% 325 97% 6-Ambiente general de las instalaciones. 5% 14 95% 325 95% 7-Asesor de ventas muestra interés en entender sus necesidades? 5% 14 99% 325 97% 8-Conocimiento del vendedor sobre las caracterís cas de los modelos JLR y sus ventajas. 5% 14 96% 325 94% 9- ¿El empo inver do y la respuesta a sus necesidades fue el adecuado? 5% 14 97% 325 96% 10-¿Le ofrecieron una prueba de manejo? 10% 14 86% 325 86% 14 98% 325 99% 10a-Experiencia en la prueba de manejo. 11- ¿Su asesor de ventas lo estuvo informando durante el proceso de compra y entrega de su vehículo? 5% 14 86% 325 95% 12- Compra y/o contrato de financiamiento en cuanto a la explicación clara y exacta de la documentación. 5% 14 96% 325 95% 13- ¿Su asesor de ventas lo atendio en empo y forma? 5% 14 98% 325 96% 14 90% 325 91% 14-¿Cómo evaluaría el cumplimiento de los compromisos hechos por el vendedor con usted? 15-¿Proporciona información acerca de los modelos, accesorios y alterna vas de compra/financiamiento? 5% 14 91% 325 80% 16-¿Concidera que la agencia realizó un esfuerzo por garan zar su sa sfacción al momento de la entrega? 5% 14 97% 325 93% 17- ¿Se encuentra sa sfecho con la limpieza con que se le entregó el vehículo? 5% 14 93% 325 82% 18- El auto contaba con el tanque de gasolina lleno? 5% 14 93% 325 77% 14 71% 325 93% 19- Mecánicamente, su unidad se encontraba en excelentes condiciones? 20- Manual de propietario, requerimientos de mantenimiento, garan a, etc. 5% 14 82% 325 94% 21-Le brindaron información clara y exacta de las caracteris cas y funciones de su vehículo? 5% 14 89% 325 96% 22- ¿Lo ha contactado la agencia después de la entrega verificar si todo fue de su completa sa sfacción? 5% 14 57% 325 68% 23-¿Se le ofreció una orientación por parte del Departamento de Servicio? 5% 14 57% 325 67% 24-¿La entrega de su JLR se hizo en la fecha y hora acordada? 14 100% 325 92% 25-Recomendar a JLR a un amigo o conocido? 14 89% 325 93% Front Face Bussines S.A. de C.V. JLR DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX NACIONAL JLR Cumplimiento de Estándares de Ventas TRATO AMABLE Ene 100% Feb 90% Mar 80% Abr 70% 60% May 50% Jun Jul40% 30% Ago 20% Sep 10% Oct 0% Nov Dic 98% 95% 89% 88% 92% 91% 84% 89% 77% 85% 85% Ene Feb Mar Abr May Jun 85% Ene 100% Feb 90% Mar 80% Abr 70% 60% May Jun50% Jul40% 30% Ago 20% Sep Oct10% 0% Nov Dic 100% #¡DIV/0! 97% 97% 95% 98% 96% 94% 96% 85% 98% 96% Ene Feb Mar Abr May Jun Jul 90% Jul Ago Sep Oct Nov 2 2 2 2 2 2 2 2 2 2 2 2 Dic RECOMENDACIÓN Ago Sep Oct Nov 5 5 5 5 5 5 5 5 5 5 5 5 Dic INFORMACIÓN DE VENTA Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 99% 96% 95% 95% 97% 99% 95% 99% 94% 96% 97% Ene Feb Mar Abr May Jun 90% Ene 100% Feb 90% Mar 80% 70% Abr 60% May 50% Jun Jul40% 30% Ago 20% Sep 10% Oct 0% Nov Dic 99% #¡DIV/0! 95% 92% 96% 91% 99% 95% 95% 91% 99% 97% Ene Feb Mar Abr May Jun Jul 95% Jul Ago Sep Oct Nov 3 3 3 3 3 3 3 3 3 3 3 3 Dic INSTALACIONES Ago Sep Oct Nov 6 6 6 6 6 6 6 6 6 6 6 6 Dic ENTREGA DE UNIDAD Ene 100% Feb 90% Mar 80% Abr 70% May 60% Jun50% Jul40% 30% Ago 20% Sep Oct10% Nov0% Dic 90% #¡DIV/0! 86% 96% 89% 94% 88% 98% 94% 89% 90% 94% Ene Feb Mar Abr May Jun Jul 88% Ene 100% Feb 90% Mar 80% 70% Abr 60% May Jun50% Jul40% 30% Ago 20% Sep 10% Oct 0% Nov Dic 95% #¡DIV/0! 98% 95% 93% 96% 98% 93% 98% 91% 95% 98% Ene Feb Mar Abr May Jun Jul 98% Ago Sep Oct Nov Dic Sep Oct Nov Dic CONVENIENCIA Fuerzas - Áreas para Mantener Ago Oportunidad de Mejora MUESTRA INTERÉS POR ENTENDER LAS NECESIDADES DEL CLIENTE. INFORMAR DURANTE EL PROCESO DE COMPRA Y ENTREGA DE LA UNIDAD. REALIZA UN ESFUERZO POR GARANTIZAR LA SATISFACCIÓN DEL CLIENTE AL MOMENTO DE LA ENTREGA. INFORMAR SOBRE MANUAL DEL PROPIETARIO, REQUERIMIENTO DE MANTENIMIENTO, GARANTÍA, ETC… ENTREGA DEL VEHÍCULO EN FECHA Y HORA ACORDADA. CONTACTAR DESPUÉS DE LA ENTREGA PARA VERIFICAR QUE TODO HAYA SIDO SATISFACTORIO. TANQUE DE GASOLINA LLENO. OFRECER ORIENTACIÓN POR PARTE DEL DEPARTAMENTO DE POST VENTA. Debilidades Amenazas UNIDAD NO SE ENTREGA EN EXCELENTES CONDICIONES MECÁNICAS. OFRECER PRUEBA DE MANEJO. Promedio de la medición Enero Febrero Marzo Abril Mayo Junio Julio Agosto Sep embre Octubre Noviembre Diciembre Total 82 44 54% 97 44 45% 54 24 44% 58 28 48% 49 21 43% 49 23 47% 55 20 36% 51 26 51% 63 21 33% 78 31 40% 77 29 38% 42 14 33% 755 325 43% Ventas Solicitadas Completadas % Completadas Principales comentarios BUENA ATENCIÓN. GUADALAJARA EXCELENTE EXPERIENCIA. PUEBLA LA SECRETARIA DE LA AGENCIA ES DESCUIDADA CON LOS RECADOS Y MENSAJES QUE SE PROPORCIONAN. MONTERREY RETRASO EN LA ENTREGA DE FACTURA DEBIDO A LA CLAUSURA DE LA AGENCIA DURANTE DOS SEMANAS. ENCUESTA CONTESTADA POR SR. VÁZQUEZ. MASARYK NO BRINDA INFORMACIÓN ACERCA DE LAS FUNCIONES Y CARACTERÍSTICAS DE LA UNIDAD. TAMPOCO EXPLICARON EL MANUAL DE PROPIETARIO, REQUERIMIENTOS Y PRECIOS DE MANTENIMIENTO, INFORMACIÓN DE LA GARANTÍA Y SERVICIO DE ASISTENCIA. INTERLOMAS Front Face Bussines S.A. de C.V. SSI & CSI Diciembre, 2014 CULIACÁN DICIEMBRE - 2014 Na onal Summary SSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 89% 82 / 44 90% 97 / 44 91% 54 / 24 91% PEDREGAL JAN SSI JLR 95% MASARYK JAN Available records / Interviews 86% 6/4 SSI JLR Available records / Interviews 11 / 6 100% FEB 99% FEB 86% Available records / Interviews 6/4 Available records / Interviews 31 / 7 100% MAR 86% MAR 91% Available records / Interviews 10 / 6 Available records / Interviews 10 / 3 1-Jan-00 APR 91% 87% 63 / 21 91% 78 / 31 89% 77 / 29 89% 42 / 14 755 325 91% # Records 12 Months # Interviews 12 Months PEDREGAL Average YTD 84 42 93% # Records 12 Months # Interviews 12 Months MASARYK Average YTD 166 66 90% Available Available records / MAY records / Interviews Interviews 8/6 97% 8/4 Available Available records / JUL records / Interviews Interviews 7/4 100% 8/3 JUN 98% 61% Available records / Interviews 3/2 100% Available records / Interviews 8/2 97% Available records / Interviews 8/3 0% Available records / Interviews 5/0 10 / 2 91% 11 / 6 92% 7/2 96% 6/2 98 40 93% # Records 12 Months # Interviews 12 Months 64 26 93% MAR Available records / Interviews APR SSI JLR 98% 2/1 93% 8/6 100% 1/1 92% MERIDA JAN Available records / Interviews FEB SSI JLR 80% 16 / 7 88% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 92% 14 / 8 92% 20 / 9 92% 5/4 81% PUEBLA JAN SSI JLR 83% CULIACÁN JAN SSI JLR 0% APR 100% APR 85% APR 94% APR 0% Available Available records / MAY records / Interviews Interviews 3/1 88% 3/2 Available Available records / MAY records / Interviews Interviews 5/4 94% 11 / 7 Available Available records / MAY records / Interviews Interviews 4/3 0% 3/0 Available Available records / MAY records / Interviews Interviews 10 / 3 100% 8/2 Available Available records / MAY records / Interviews Interviews 3/2 90% 2/1 Available Available records / MAY records / Interviews Interviews 0/0 100% 4/1 JUN 93% Available records / Interviews 5/2 JUL 0% Available records / Interviews 0/0 AUG 95% 91% 1-Jan-00 Available records / Interviews 8/3 SEP 100% OCT 88% 1-Jan-00 Available records / Interviews 4/1 OCT 93% NOV 84% Available records / Interviews 23 / 13 DIC 89% 94% 1-Jan-00 SEP Available records / Interviews 11 / 3 NOV 7/4 82% ##### AUG Available records / Interviews 14 / 3 OCT 94% 5/2 97% JUL Available records / Interviews 15 / 9 SEP 7/3 93% JUN Available records / Interviews 16 / 7 96% Available records / Interviews 2/2 96% 7/1 Available records / Interviews 10 / 3 AUG 5/2 Available records / Interviews 100% 51 / 26 95% FEB 85% 94% GUADALAJARA Average YTD Available records / Interviews Available records / Interviews 2/1 55 / 20 # Interviews 12 Months JAN MAR 90% # Records 12 Months MONTERREY Available records / Interviews 2/1 49 / 23 Available records / Interviews 95% FEB 93% 49 / 21 DIC SSI JLR Available records / Interviews 0/0 95% 58 / 28 Available records / Interviews JAN 97% Na onal Average YTD NOV LEON 88% # Interviews 12 Months Available records / Interviews 100% Available records / Interviews 2/2 # Records 12 Months OCT 6/2 MAR Available records / Interviews Available records / Interviews 92% Available records / Interviews 7/5 DIC SEP 12 / 5 FEB Available records / Interviews Available records / Interviews 90% Available records / Interviews 9/4 NOV AUG 15 / 9 83% Available records / Interviews Available records / Interviews 93% Available records / Interviews 5/1 OCT JUL SSI JLR MAR Available records / Interviews Available records / Interviews APR Available records / Interviews 8/4 SEP JUN Available records / Interviews 94% Available records / Interviews Available Available records / MAY records / Interviews Interviews MAR 98% AUG 1-Jan-00 Available records / Interviews Available records / Interviews 13 / 4 Available records / Interviews #### FEB MAR JUL 96% Available records / Interviews Available records / Interviews 3/3 Available records / Interviews 1-Jan-00 JAN FEB JUN Available Available records / MAY records / Interviews Interviews 18 / 8 100% 5/2 APR GUADALAJARA Available records / Interviews 9/5 Available Available records / MAY records / Interviews Interviews ##### Available records / Interviews 8/3 NOV 88% DIC 79% Available records / Interviews 7/4 ##### Available records / Interviews 5/2 DIC 91% Available records / Interviews 7/2 LEON Average YTD JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD 91% 8/4 90% 7/4 100% 6/2 90% 10 / 2 96% 13 / 5 100% 7/1 92% 8/3 86 40 95% # Records 12 Months # Interviews 12 Months MÉRIDA Average YTD 65 28 86% JUN 86% Available Available records / JUL records / Interviews Interviews 6/3 100% 5/2 AUG 79% Available records / Interviews 1/1 SEP 78% Available records / Interviews 7/4 OCT 89% Available records / Interviews 2/1 NOV 87% Available records / Interviews 8/2 DIC 0% Available records / Interviews 0/0 JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months INTERLOMAS Average YTD 89% 6/4 84% 8/1 92% 6/4 94% 10 / 4 93% 13 / 7 96% 12 / 5 88% 5/2 117 53 91% # Records 12 Months # Interviews 12 Months PUEBLA Average YTD 46 21 94% # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD 25 7 90% JUN 100% JUN 0% Available records / Interviews 2/1 Available records / Interviews 0/0 JUL 0% JUL 0% Available records / Interviews 2/0 Available records / Interviews 2/0 AUG 0% AUG 89% Available records / Interviews 3/0 Available records / Interviews 3/1 Front Face Bussines S.A. de C.V. SEP 98% SEP 0% Available records / Interviews 5/3 Available records / Interviews 0/0 OCT 100% OCT 76% Available records / Interviews 4/1 Available records / Interviews 8/3 NOV 89% NOV 0% Available Available records / DIC records / Interviews Interviews 5/1 100% 2/1 Available records / Interviews 2/0 DIC 0% Available records / Interviews 2/0 DICIEMBRE - 2014 Na onal Summary CSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months Na onal Average YTD CSI JLR 92% 281 / 124 92% 303 / 99 90% 304 / 103 90% 304 / 103 90% 323 / 129 89% 320 / 176 89% 387 / 158 89% 376 / 154 87% 415 / 167 88% 424 / 176 88% 315 / 130 90% 327 / 118 4079 1637 89% PEDREGAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PEDREGAL Average YDT CSI JLR 94% 21 / 11 92% 52 / 17 86% 43 / 14 89% 76 / 26 90% 79 / 33 90% 73 / 48 90% 79 / 32 88% 79 / 32 91% 85 / 34 86% 84 / 36 92% 35 / 19 86% 33 / 13 739 315 90% CEDROS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CEDROS Average YTD CSI JLR 98% 36 / 16 92% 57 / 19 94% 45 / 14 91% 27 / 9 91% 50 / 19 94% 25 / 14 87% 41 / 17 78% 58 / 23 81% 67 / 27 85% 67 / 28 97% 52 / 21 83% 40 / 15 565 222 89% MASARYK JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MASARYK Average YTD CSI JLR 92% 39 / 14 95% 23 / 8 91% 13 / 4 89% 46 / 15 74% 15 / 6 80% 16 / 8 88% 23 / 10 92% 18 / 8 83% 18 / 6 93% 22 / 9 88% 24 / 10 95% 25 / 11 286 114 89% GUADALAJARA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 88% 89 / 39 94% 100 / 30 93% 80 / 26 90% 45 / 15 91% 58 / 22 85% 74 / 31 84% 77 / 30 90% 83 / 34 84% 104 / 42 88% 101 / 46 87% 74 / 29 89% 78 / 29 963 373 89% LEON JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months LEON Average YTD CSI JLR 95% 20 / 8 93% 10 / 4 84% 38 / 12 96% 21 / 7 96% 33 / 14 91% 28 / 18 88% 34 / 14 91% 25 / 10 92% 34 / 14 92% 34 / 13 66% 25 / 9 95% 14 / 2 316 125 90% MONTERREY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD CSI JLR 93% 37 / 19 89% 27 / 9 91% 49 / 18 94% 30 / 11 90% 35 / 14 90% 68 / 34 91% 75 / 31 92% 53 / 22 90% 46 / 19 92% 65 / 23 87% 30 / 12 94% 60 / 19 575 231 91% MERIDA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MERIDA Average YTD CSI JLR 91% 34 / 14 84% 23 / 8 74% 16 / 6 85% 26 / 9 81% 25 / 8 88% 22 / 17 85% 25 / 10 93% 26 / 11 88% 25 / 10 76% 23 / 10 91% 39 / 14 89% 41 / 14 325 130 85% PUEBLA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PUEBLA Average YTD CSI JLR 92% 5/3 99% 11 / 4 93% 7/3 97% 9/3 93% 16 / 7 84% 11 / 5 94% 23 / 10 92% 17 / 7 91% 20 / 8 96% 15 / 8 85% 14 / 6 96% 16 / 7 164 71 93% CULIACÁN JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD CSI JLR 0% 0/0 0% 0/0 98% 13 / 6 84% 24 / 8 94% 11 / 5 100% 3/1 95% 10 / 4 91% 16 / 7 88% 16 / 7 83% 13 / 3 88% 14 / 6 87% 15 / 6 135 53 91% COUNTRY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months COUNTRY Average YTD CSI JLR 0% 0/0 0% 0/0 98% 6/2 0% 0/0 100% 1/1 0% 0/0 0% 0/0 0% 1/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 7 2 99% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 78% 8/4 100% 5/2 13 6 Front Face Bussines S.A. de C.V. GUADALAJARA Average YTD INTERLOMAS Average YTD 89% DICIEMBRE - 2014 SSI - Registros Erróneos Ventas Jaguar & Land Rover Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 CSI - Registros Erróneos Servicio Jaguar & Land Rover Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR CULIACAN Sa sfacción General con Ventas 100% 90% 80% 70% 60% CULIACAN 50% Nacional 40% 30% 20% 10% 0% ene-14 feb-14 mar-14 abr-14 may-14 jun-14 jul-14 ago-14 sep-14 oct-14 nov-14 dic-14 YTD Promedio 12 meses Front Face Bussines S.A. de C.V. CULIACAN Nacional ene-14 0% 91% feb-14 85% 91% mar-14 80% 89% abr-14 0% 93% may-14 100% 97% jun-14 0% 96% jul-14 0% 90% ago-14 100% 97% sep-14 0% 80% oct-14 90% 97% nov-14 0% 92% dic-14 0% 88% YTD 90% 91% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR CULIACAN Diagnós co de Sa sfacción con Venta LAND ROVER Distribuidora JAGUAR LAND ROVER CULIACÁN # Entrevistas # Entrevistas % Ponderación Promedio Mes Mes Año 100% Nacional Medición Promedio Año Promedio Mes Promedio Año 0% -100% 90% 89% 91% 94% 88% 92% 1-Recomendar a (Dealer) a un amigo o conocido? 5% 0 0% 25 2-Experiencia de compra y entrega de su nuevo Land Rover. 5% 0 0% 25 91% 86% 93% 0 0% 25 100% 94% 96% 89% 99% 97% 4- Sa sfacción su JLR (modelo) 5- ¿Lo hicieron sen r bienvenido como cliente? 5% 0 0% 25 6-Ambiente general de las instalaciones. 5% 0 0% 25 99% 95% 95% 7-Asesor de ventas muestra interés en entender sus necesidades? 5% 0 0% 25 100% 99% 97% 8-Conocimiento del vendedor sobre las caracterís cas de los modelos JLR y sus ventajas. 5% 0 0% 25 97% 96% 94% 9- ¿El empo inver do y la respuesta a sus necesidades fue el adecuado? 5% 0 0% 25 93% 97% 96% 10-¿Le ofrecieron una prueba de manejo? 10% 0 0% 25 92% 86% 86% 0 0% 25 99% 98% 99% 10a-Experiencia en la prueba de manejo. 11- ¿Su asesor de ventas lo estuvo informando durante el proceso de compra y entrega de su vehículo? 5% 0 0% 25 89% 86% 95% 12- Compra y/o contrato de financiamiento en cuanto a la explicación clara y exacta de la documentación. 5% 0 0% 25 93% 96% 95% 13- ¿Su asesor de ventas lo atendio en empo y forma? 5% 0 0% 25 93% 98% 96% 0 0% 25 73% 90% 91% 14-¿Cómo evaluaría el cumplimiento de los compromisos hechos por el vendedor con usted? 15-¿Proporciona información acerca de los modelos, accesorios y alterna vas de compra/financiamiento? 5% 0 0% 25 100% 91% 80% 16-¿Concidera que la agencia realizó un esfuerzo por garan zar su sa sfacción al momento de la entrega? 5% 0 0% 25 94% 97% 93% 17- ¿Se encuentra sa sfecho con la limpieza con que se le entregó el vehículo? 5% 0 0% 25 80% 93% 82% 18- El auto contaba con el tanque de gasolina lleno? 5% 0 0% 25 92% 93% 77% 0 0% 25 100% 71% 93% 19- Mecánicamente, su unidad se encontraba en excelentes condiciones? 20- Manual de propietario, requerimientos de mantenimiento, garan a, etc. 5% 0 0% 25 90% 82% 94% 21-Le brindaron información clara y exacta de las caracteris cas y funciones de su vehículo? 5% 0 0% 25 98% 89% 96% 22- ¿Lo ha contactado la agencia después de la entrega verificar si todo fue de su completa sa sfacción? 5% 0 0% 25 58% 57% 68% 23-¿Se le ofreció una orientación por parte del Departamento de Servicio? 5% 0 0% 25 67% 57% 67% 24-¿La entrega de su JLR se hizo en la fecha y hora acordada? 0 0% 25 36% 100% 92% 25-Recomendar a JLR a un amigo o conocido? 0 0% 25 98% 89% 93% Front Face Bussines S.A. de C.V. Peor que el Nacional -50% Mejor que el Nacional 0% 50% 100% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR CULIACAN Cumplimiento de Estándares de Ventas TRATO AMABLE Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 98% 95% 100% 89% 0% 88% 100% 92% 0% 91% 0% 84% 67% 89% 0% 77% 63% 85% 0% 85% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 85% RECOMENDACIÓN Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 97% 100% 97% 0% 95% 100% 98% 0% 96% 0% 94% 100% 96% 0% 85% 93% 98% 0% 96% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 90% 2-Jan-00 2-Jan-00 2-Jan-00 2-Jan-00 2-Jan-00 2-Jan-00 2-Jan-00 2-Jan-00 2-Jan-00 2-Jan-00 2-Jan-00 2-Jan-00 5-Jan-00 5-Jan-00 5-Jan-00 5-Jan-00 5-Jan-00 5-Jan-00 5-Jan-00 5-Jan-00 5-Jan-00 5-Jan-00 5-Jan-00 5-Jan-00 INFORMACIÓN DE VENTA Ene 100% Feb 90% Mar 80% Abr 70% 60% May Jun50% Jul40% 30% Ago 20% Sep Oct10% Nov0% Dic 99% 96% 100% 95% 0% 95% 100% 97% 0% 99% 0% 95% 100% 99% 0% 94% 85% 96% 0% 97% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 90% INSTALACIONES Ene 100% Feb 90% Mar 80% Abr 70% May 60% Jun50% Jul40% 30% Ago 20% Sep Oct10% Nov0% Dic 99% 95% 100% 92% 0% 96% 100% 91% 0% 99% 0% 95% 100% 95% 0% 91% 97% 99% 0% 97% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 95% 3-Jan-00 3-Jan-00 3-Jan-00 3-Jan-00 3-Jan-00 3-Jan-00 3-Jan-00 3-Jan-00 3-Jan-00 3-Jan-00 3-Jan-00 3-Jan-00 6-Jan-00 6-Jan-00 6-Jan-00 6-Jan-00 6-Jan-00 6-Jan-00 6-Jan-00 6-Jan-00 6-Jan-00 6-Jan-00 6-Jan-00 6-Jan-00 ENTREGA DE UNIDAD Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% 0% Nov Dic 90% 86% 67% 96% 0% 89% 67% 94% 0% 88% 0% 98% 100% 94% 0% 89% 56% 90% 0% 94% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 88% CONVENIENCIA Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 95% 98% 100% 95% 0% 93% 100% 96% 0% 98% 0% 93% 100% 98% 0% 91% 70% 95% 0% 98% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 98% Fuerzas - Áreas para Mantener Oportunidad de Mejora Debilidades Amenazas PROMEDIO DE LA MEDICION Enero Febrero Marzo Abril Mayo Junio Julio Agosto Sep embre Octubre Noviembre Diciembre Total 0 0 2 1 50% 2 1 50% 0 0 4 1 25% 0 0 2 0 0% 3 1 33% 0 0 8 3 38% 2 0 0% 2 0 0% 25 7 28% Ventas Solicitadas Completadas % Completadas Principales comentarios Front Face Bussines S.A. de C.V. SSI & CSI Diciembre, 2014 PUEBLA DICIEMBRE - 2014 Na onal Summary SSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 89% 82 / 44 90% 97 / 44 91% 54 / 24 91% PEDREGAL JAN SSI JLR 95% MASARYK JAN Available records / Interviews 86% 6/4 SSI JLR Available records / Interviews 11 / 6 100% FEB 99% FEB 86% Available records / Interviews 6/4 Available records / Interviews 31 / 7 100% MAR 86% MAR 91% Available records / Interviews 10 / 6 Available records / Interviews 10 / 3 1-Jan-00 APR 91% 87% 63 / 21 91% 78 / 31 89% 77 / 29 89% 42 / 14 755 325 91% # Records 12 Months # Interviews 12 Months PEDREGAL Average YTD 84 42 93% # Records 12 Months # Interviews 12 Months MASARYK Average YTD 166 66 90% Available Available records / MAY records / Interviews Interviews 8/6 97% 8/4 Available Available records / JUL records / Interviews Interviews 7/4 100% 8/3 JUN 98% 61% Available records / Interviews 3/2 100% Available records / Interviews 8/2 97% Available records / Interviews 8/3 0% Available records / Interviews 5/0 10 / 2 91% 11 / 6 92% 7/2 96% 6/2 98 40 93% # Records 12 Months # Interviews 12 Months 64 26 93% MAR Available records / Interviews APR SSI JLR 98% 2/1 93% 8/6 100% 1/1 92% MERIDA JAN Available records / Interviews FEB SSI JLR 80% 16 / 7 88% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 92% 14 / 8 92% 20 / 9 92% 5/4 81% PUEBLA JAN SSI JLR 83% CULIACÁN JAN SSI JLR 0% APR 100% APR 85% APR 94% APR 0% Available Available records / MAY records / Interviews Interviews 3/1 88% 3/2 Available Available records / MAY records / Interviews Interviews 5/4 94% 11 / 7 Available Available records / MAY records / Interviews Interviews 4/3 0% 3/0 Available Available records / MAY records / Interviews Interviews 10 / 3 100% 8/2 Available Available records / MAY records / Interviews Interviews 3/2 90% 2/1 Available Available records / MAY records / Interviews Interviews 0/0 100% 4/1 JUN 93% Available records / Interviews 5/2 JUL 0% Available records / Interviews 0/0 AUG 95% 91% 1-Jan-00 Available records / Interviews 8/3 SEP 100% OCT 88% 1-Jan-00 Available records / Interviews 4/1 OCT 93% NOV 84% Available records / Interviews 23 / 13 DIC 89% 94% 1-Jan-00 SEP Available records / Interviews 11 / 3 NOV 7/4 82% ##### AUG Available records / Interviews 14 / 3 OCT 94% 5/2 97% JUL Available records / Interviews 15 / 9 SEP 7/3 93% JUN Available records / Interviews 16 / 7 96% Available records / Interviews 2/2 96% 7/1 Available records / Interviews 10 / 3 AUG 5/2 Available records / Interviews 100% 51 / 26 95% FEB 85% 94% GUADALAJARA Average YTD Available records / Interviews Available records / Interviews 2/1 55 / 20 # Interviews 12 Months JAN MAR 90% # Records 12 Months MONTERREY Available records / Interviews 2/1 49 / 23 Available records / Interviews 95% FEB 93% 49 / 21 DIC SSI JLR Available records / Interviews 0/0 95% 58 / 28 Available records / Interviews JAN 97% Na onal Average YTD NOV LEON 88% # Interviews 12 Months Available records / Interviews 100% Available records / Interviews 2/2 # Records 12 Months OCT 6/2 MAR Available records / Interviews Available records / Interviews 92% Available records / Interviews 7/5 DIC SEP 12 / 5 FEB Available records / Interviews Available records / Interviews 90% Available records / Interviews 9/4 NOV AUG 15 / 9 83% Available records / Interviews Available records / Interviews 93% Available records / Interviews 5/1 OCT JUL SSI JLR MAR Available records / Interviews Available records / Interviews APR Available records / Interviews 8/4 SEP JUN Available records / Interviews 94% Available records / Interviews Available Available records / MAY records / Interviews Interviews MAR 98% AUG 1-Jan-00 Available records / Interviews Available records / Interviews 13 / 4 Available records / Interviews #### FEB MAR JUL 96% Available records / Interviews Available records / Interviews 3/3 Available records / Interviews 1-Jan-00 JAN FEB JUN Available Available records / MAY records / Interviews Interviews 18 / 8 100% 5/2 APR GUADALAJARA Available records / Interviews 9/5 Available Available records / MAY records / Interviews Interviews ##### Available records / Interviews 8/3 NOV 88% DIC 79% Available records / Interviews 7/4 ##### Available records / Interviews 5/2 DIC 91% Available records / Interviews 7/2 LEON Average YTD JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD 91% 8/4 90% 7/4 100% 6/2 90% 10 / 2 96% 13 / 5 100% 7/1 92% 8/3 86 40 95% # Records 12 Months # Interviews 12 Months MÉRIDA Average YTD 65 28 86% JUN 86% Available Available records / JUL records / Interviews Interviews 6/3 100% 5/2 AUG 79% Available records / Interviews 1/1 SEP 78% Available records / Interviews 7/4 OCT 89% Available records / Interviews 2/1 NOV 87% Available records / Interviews 8/2 DIC 0% Available records / Interviews 0/0 JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months INTERLOMAS Average YTD 89% 6/4 84% 8/1 92% 6/4 94% 10 / 4 93% 13 / 7 96% 12 / 5 88% 5/2 117 53 91% # Records 12 Months # Interviews 12 Months PUEBLA Average YTD 46 21 94% # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD 25 7 90% JUN 100% JUN 0% Available records / Interviews 2/1 Available records / Interviews 0/0 JUL 0% JUL 0% Available records / Interviews 2/0 Available records / Interviews 2/0 AUG 0% AUG 89% Available records / Interviews 3/0 Available records / Interviews 3/1 Front Face Bussines S.A. de C.V. SEP 98% SEP 0% Available records / Interviews 5/3 Available records / Interviews 0/0 OCT 100% OCT 76% Available records / Interviews 4/1 Available records / Interviews 8/3 NOV 89% NOV 0% Available Available records / DIC records / Interviews Interviews 5/1 100% 2/1 Available records / Interviews 2/0 DIC 0% Available records / Interviews 2/0 DICIEMBRE - 2014 Na onal Summary CSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months Na onal Average YTD CSI JLR 92% 281 / 124 92% 303 / 99 90% 304 / 103 90% 304 / 103 90% 323 / 129 89% 320 / 176 89% 387 / 158 89% 376 / 154 87% 415 / 167 88% 424 / 176 88% 315 / 130 90% 327 / 118 4079 1637 89% PEDREGAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PEDREGAL Average YDT CSI JLR 94% 21 / 11 92% 52 / 17 86% 43 / 14 89% 76 / 26 90% 79 / 33 90% 73 / 48 90% 79 / 32 88% 79 / 32 91% 85 / 34 86% 84 / 36 92% 35 / 19 86% 33 / 13 739 315 90% CEDROS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CEDROS Average YTD CSI JLR 98% 36 / 16 92% 57 / 19 94% 45 / 14 91% 27 / 9 91% 50 / 19 94% 25 / 14 87% 41 / 17 78% 58 / 23 81% 67 / 27 85% 67 / 28 97% 52 / 21 83% 40 / 15 565 222 89% MASARYK JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MASARYK Average YTD CSI JLR 92% 39 / 14 95% 23 / 8 91% 13 / 4 89% 46 / 15 74% 15 / 6 80% 16 / 8 88% 23 / 10 92% 18 / 8 83% 18 / 6 93% 22 / 9 88% 24 / 10 95% 25 / 11 286 114 89% GUADALAJARA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 88% 89 / 39 94% 100 / 30 93% 80 / 26 90% 45 / 15 91% 58 / 22 85% 74 / 31 84% 77 / 30 90% 83 / 34 84% 104 / 42 88% 101 / 46 87% 74 / 29 89% 78 / 29 963 373 89% LEON JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months LEON Average YTD CSI JLR 95% 20 / 8 93% 10 / 4 84% 38 / 12 96% 21 / 7 96% 33 / 14 91% 28 / 18 88% 34 / 14 91% 25 / 10 92% 34 / 14 92% 34 / 13 66% 25 / 9 95% 14 / 2 316 125 90% MONTERREY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD CSI JLR 93% 37 / 19 89% 27 / 9 91% 49 / 18 94% 30 / 11 90% 35 / 14 90% 68 / 34 91% 75 / 31 92% 53 / 22 90% 46 / 19 92% 65 / 23 87% 30 / 12 94% 60 / 19 575 231 91% MERIDA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MERIDA Average YTD CSI JLR 91% 34 / 14 84% 23 / 8 74% 16 / 6 85% 26 / 9 81% 25 / 8 88% 22 / 17 85% 25 / 10 93% 26 / 11 88% 25 / 10 76% 23 / 10 91% 39 / 14 89% 41 / 14 325 130 85% PUEBLA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PUEBLA Average YTD CSI JLR 92% 5/3 99% 11 / 4 93% 7/3 97% 9/3 93% 16 / 7 84% 11 / 5 94% 23 / 10 92% 17 / 7 91% 20 / 8 96% 15 / 8 85% 14 / 6 96% 16 / 7 164 71 93% CULIACÁN JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD CSI JLR 0% 0/0 0% 0/0 98% 13 / 6 84% 24 / 8 94% 11 / 5 100% 3/1 95% 10 / 4 91% 16 / 7 88% 16 / 7 83% 13 / 3 88% 14 / 6 87% 15 / 6 135 53 91% COUNTRY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months COUNTRY Average YTD CSI JLR 0% 0/0 0% 0/0 98% 6/2 0% 0/0 100% 1/1 0% 0/0 0% 0/0 0% 1/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 7 2 99% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 78% 8/4 100% 5/2 13 6 Front Face Bussines S.A. de C.V. GUADALAJARA Average YTD INTERLOMAS Average YTD 89% DICIEMBRE - 2014 SSI - Registros Erróneos Ventas Jaguar & Land Rover Dealer JAGUAR LAND ROVER PUEBLA Total JAGUAR LAND ROVER PUEBLA Dato erroneo TELÉFONO Cliente CONSTRUCTORA E INMOBILIARIA SASEJA DE ZACATLAN SA DE CV Total general vin Cuenta de Num SALDHMR89FA457914 1 1 1 Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 CSI - Registros Erróneos Servicio Jaguar & Land Rover Dealer JAGUAR LAND ROVER PUEBLA Datos Incompletos, Color, TELÉFONO Nombre cliente JOSE VALENTIN VARILLAS HENAINE BLUE ICON TECHNOLOGY, S.A. DE C.V. RAÚL ALVARADO Total general Front Face Bussines S.A. de C.V. Vin Cuenta de Vin SALVS2BG8DH729479 1 SALVA2BG4EH873258 1 SALVA2BG7FH978118 1 3 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR PUEBLA Sa sfacción General con Ventas 100% 90% 80% 70% 60% PUEBLA 50% Nacional 40% 30% 20% 10% 0% Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 YTD Promedio 12 meses Front Face Bussines S.A. de C.V. PUEBLA Nacional ene-14 83% 89% feb-14 88% 90% mar-14 97% 91% abr-14 94% 91% may-14 90% 95% jun-14 100% 93% jul-14 0% 90% ago-14 0% 94% sep-14 98% 87% oct-14 100% 91% nov-14 89% 89% dic-14 100% 89% YTD 94% 91% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR PUEBLA Diagnós co de Sa sfacción con Venta JAGUAR JAGUAR LAND ROVER PUEBLA # Entrevistas % Ponderación Mes 100% Distribuidora # Entrevistas Año Nacional Medición Promedio Mes Promedio Año Promedio Mes Promedio Año 100% 94% 89% 91% Peor que el Nacional -1 1-Recomendar a (Dealer) a un amigo o conocido? 5% 1 100% 46 97% 88% 92% 2-Experiencia de compra y entrega de su nuevo Land Rover. 5% 1 100% 46 100% 86% 93% 1 100% 46 100% 94% 96% 4- Sa sfacción su JLR (modelo) 5- ¿Lo hicieron sen r bienvenido como cliente? 5% 1 100% 46 99% 99% 97% 6-Ambiente general de las instalaciones. 5% 1 100% 46 97% 95% 95% 7-Asesor de ventas muestra interés en entender sus necesidades? 5% 1 100% 46 98% 99% 97% 8-Conocimiento del vendedor sobre las caracterís cas de los modelos JLR y sus ventajas. 5% 1 100% 46 91% 96% 94% 9- ¿El empo inver do y la respuesta a sus necesidades fue el adecuado? 5% 1 100% 46 100% 97% 96% 10-¿Le ofrecieron una prueba de manejo? 10% 1 100% 46 100% 86% 86% 1 100% 46 99% 98% 99% 10a-Experiencia en la prueba de manejo. 11- ¿Su asesor de ventas lo estuvo informando durante el proceso de compra y entrega de su vehículo? 5% 1 100% 46 98% 86% 95% 12- Compra y/o contrato de financiamiento en cuanto a la explicación clara y exacta de la documentación. 5% 1 100% 46 99% 96% 95% 13- ¿Su asesor de ventas lo atendio en empo y forma? 5% 1 100% 46 100% 98% 96% 1 100% 46 96% 90% 91% 14-¿Cómo evaluaría el cumplimiento de los compromisos hechos por el vendedor con usted? 15-¿Proporciona información acerca de los modelos, accesorios y alterna vas de compra/financiamiento? 5% 1 100% 46 70% 91% 80% 16-¿Concidera que la agencia realizó un esfuerzo por garan zar su sa sfacción al momento de la entrega? 5% 1 100% 46 93% 97% 93% 17- ¿Se encuentra sa sfecho con la limpieza con que se le entregó el vehículo? 5% 1 100% 46 77% 93% 82% 18- El auto contaba con el tanque de gasolina lleno? 5% 1 100% 46 70% 93% 77% 1 100% 46 97% 71% 93% 19- Mecánicamente, su unidad se encontraba en excelentes condiciones? 20- Manual de propietario, requerimientos de mantenimiento, garan a, etc. 5% 1 100% 46 97% 82% 94% 21-Le brindaron información clara y exacta de las caracteris cas y funciones de su vehículo? 5% 1 100% 46 100% 89% 96% 22- ¿Lo ha contactado la agencia después de la entrega verificar si todo fue de su completa sa sfacción? 5% 1 100% 46 60% 57% 68% 23-¿Se le ofreció una orientación por parte del Departamento de Servicio? 5% 1 100% 46 73% 57% 67% 24-¿La entrega de su JLR se hizo en la fecha y hora acordada? 1 100% 46 100% 100% 92% 25-Recomendar a JLR a un amigo o conocido? 1 100% 46 100% 89% 93% Front Face Bussines S.A. de C.V. -0.5 Mejor que el Nacional 0 0.5 1 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR PUEBLA Cumplimiento de Estándares de Ventas TRATO AMABLE Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 100% 98% 100% 95% 88% 89% 83% 88% 67% 92% 100% 91% 0% 84% 0% 89% 89% 77% 100% 85% 67% 85% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 100% 85% Ene 100% Feb 90% Mar 80% Abr 70% 60% May 50% Jun Jul40% 30% Ago 20% Sep 10% Oct Nov0% Dic 100% 100% 100% 97% 95% 97% 100% 95% 100% 98% 100% 96% 0% 94% 0% 96% 100% 85% 100% 98% 100% 96% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 100% 90% 2-Jan-00 2 2 2 2 2 2 2 2 2 2 2 RECOMENDACIÓN 5 5 5 5 5 5 5 5 5 5 5 5 INFORMACIÓN DE VENTA Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 99% 93% 96% 65% 95% 99% 95% 100% 97% 100% 99% 0% 95% 0% 99% 100% 94% 100% 96% 100% 97% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 100% 90% Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 97% 99% 100% 95% 96% 92% 75% 96% 100% 91% 100% 99% 0% 95% 0% 95% 100% 91% 100% 99% 100% 97% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 100% 95% 3-Jan-00 3 3 3 3 3 3 3 3 3 3 3 INSTALACIONES 6 6 6 6 6 6 6 6 6 6 6 6 ENTREGA DE UNIDAD Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% Ago30% Sep20% Oct10% 0% Nov Dic 100% 90% 100% 86% 63% 96% 100% 89% 100% 94% 100% 88% 0% 98% 0% 94% 100% 89% 100% 90% 100% 94% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 100% 88% Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 95% 100% 98% 100% 95% 100% 93% 100% 96% 100% 98% 0% 93% 0% 98% 100% 91% 100% 95% 100% 98% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 100% 98% CONVENIENCIA Fuerzas - Áreas para Mantener Oportunidad de Mejora OFRECE PRUEBA DE MANEJO. TANQUE DE GASOLINA LLENO. LIMPIEZA DE LA UNIDAD. VEHÍCULO SE ENTREGA EN EXCELENTES CONDICIONES MECÁNICAS. Debilidades Amenazas Promedio de la medición Enero Febrero Marzo Abril Mayo Junio Julio Agosto Sep embre Octubre Noviembre Diciembre Total Solicitadas 9 7 2 3 2 2 2 3 5 4 5 2 46 Completadas 4 5 2 2 1 1 0 0 3 1 1 1 21 44% 71% 100% 67% 50% 50% 0% 0% 60% 25% 20% 50% 46% Ventas % Completadas Principales comentarios EXCELENTE EXPERIENCIA. Front Face Bussines S.A. de C.V. SSI & CSI Diciembre, 2014 PEDREGAL DICIEMBRE - 2014 Na onal Summary SSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 89% 82 / 44 90% 97 / 44 91% 54 / 24 91% PEDREGAL JAN SSI JLR 95% MASARYK JAN Available records / Interviews 86% 6/4 SSI JLR Available records / Interviews 11 / 6 100% FEB 99% FEB 86% Available records / Interviews 6/4 Available records / Interviews 31 / 7 100% MAR 86% MAR 91% Available records / Interviews 10 / 6 Available records / Interviews 10 / 3 1-Jan-00 APR 91% 87% 63 / 21 91% 78 / 31 89% 77 / 29 89% 42 / 14 755 325 91% # Records 12 Months # Interviews 12 Months PEDREGAL Average YTD 84 42 93% # Records 12 Months # Interviews 12 Months MASARYK Average YTD 166 66 90% Available Available records / MAY records / Interviews Interviews 8/6 97% 8/4 Available Available records / JUL records / Interviews Interviews 7/4 100% 8/3 JUN 98% 61% Available records / Interviews 3/2 100% Available records / Interviews 8/2 97% Available records / Interviews 8/3 0% Available records / Interviews 5/0 10 / 2 91% 11 / 6 92% 7/2 96% 6/2 98 40 93% # Records 12 Months # Interviews 12 Months 64 26 93% MAR Available records / Interviews APR SSI JLR 98% 2/1 93% 8/6 100% 1/1 92% MERIDA JAN Available records / Interviews FEB SSI JLR 80% 16 / 7 88% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 92% 14 / 8 92% 20 / 9 92% 5/4 81% PUEBLA JAN SSI JLR 83% CULIACÁN JAN SSI JLR 0% APR 100% APR 85% APR 94% APR 0% Available Available records / MAY records / Interviews Interviews 3/1 88% 3/2 Available Available records / MAY records / Interviews Interviews 5/4 94% 11 / 7 Available Available records / MAY records / Interviews Interviews 4/3 0% 3/0 Available Available records / MAY records / Interviews Interviews 10 / 3 100% 8/2 Available Available records / MAY records / Interviews Interviews 3/2 90% 2/1 Available Available records / MAY records / Interviews Interviews 0/0 100% 4/1 JUN 93% Available records / Interviews 5/2 JUL 0% Available records / Interviews 0/0 AUG 95% 91% 1-Jan-00 Available records / Interviews 8/3 SEP 100% OCT 88% 1-Jan-00 Available records / Interviews 4/1 OCT 93% NOV 84% Available records / Interviews 23 / 13 DIC 89% 94% 1-Jan-00 SEP Available records / Interviews 11 / 3 NOV 7/4 82% ##### AUG Available records / Interviews 14 / 3 OCT 94% 5/2 97% JUL Available records / Interviews 15 / 9 SEP 7/3 93% JUN Available records / Interviews 16 / 7 96% Available records / Interviews 2/2 96% 7/1 Available records / Interviews 10 / 3 AUG 5/2 Available records / Interviews 100% 51 / 26 95% FEB 85% 94% GUADALAJARA Average YTD Available records / Interviews Available records / Interviews 2/1 55 / 20 # Interviews 12 Months JAN MAR 90% # Records 12 Months MONTERREY Available records / Interviews 2/1 49 / 23 Available records / Interviews 95% FEB 93% 49 / 21 DIC SSI JLR Available records / Interviews 0/0 95% 58 / 28 Available records / Interviews JAN 97% Na onal Average YTD NOV LEON 88% # Interviews 12 Months Available records / Interviews 100% Available records / Interviews 2/2 # Records 12 Months OCT 6/2 MAR Available records / Interviews Available records / Interviews 92% Available records / Interviews 7/5 DIC SEP 12 / 5 FEB Available records / Interviews Available records / Interviews 90% Available records / Interviews 9/4 NOV AUG 15 / 9 83% Available records / Interviews Available records / Interviews 93% Available records / Interviews 5/1 OCT JUL SSI JLR MAR Available records / Interviews Available records / Interviews APR Available records / Interviews 8/4 SEP JUN Available records / Interviews 94% Available records / Interviews Available Available records / MAY records / Interviews Interviews MAR 98% AUG 1-Jan-00 Available records / Interviews Available records / Interviews 13 / 4 Available records / Interviews #### FEB MAR JUL 96% Available records / Interviews Available records / Interviews 3/3 Available records / Interviews 1-Jan-00 JAN FEB JUN Available Available records / MAY records / Interviews Interviews 18 / 8 100% 5/2 APR GUADALAJARA Available records / Interviews 9/5 Available Available records / MAY records / Interviews Interviews ##### Available records / Interviews 8/3 NOV 88% DIC 79% Available records / Interviews 7/4 ##### Available records / Interviews 5/2 DIC 91% Available records / Interviews 7/2 LEON Average YTD JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD 91% 8/4 90% 7/4 100% 6/2 90% 10 / 2 96% 13 / 5 100% 7/1 92% 8/3 86 40 95% # Records 12 Months # Interviews 12 Months MÉRIDA Average YTD 65 28 86% JUN 86% Available Available records / JUL records / Interviews Interviews 6/3 100% 5/2 AUG 79% Available records / Interviews 1/1 SEP 78% Available records / Interviews 7/4 OCT 89% Available records / Interviews 2/1 NOV 87% Available records / Interviews 8/2 DIC 0% Available records / Interviews 0/0 JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months INTERLOMAS Average YTD 89% 6/4 84% 8/1 92% 6/4 94% 10 / 4 93% 13 / 7 96% 12 / 5 88% 5/2 117 53 91% # Records 12 Months # Interviews 12 Months PUEBLA Average YTD 46 21 94% # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD 25 7 90% JUN 100% JUN 0% Available records / Interviews 2/1 Available records / Interviews 0/0 JUL 0% JUL 0% Available records / Interviews 2/0 Available records / Interviews 2/0 AUG 0% AUG 89% Available records / Interviews 3/0 Available records / Interviews 3/1 Front Face Bussines S.A. de C.V. SEP 98% SEP 0% Available records / Interviews 5/3 Available records / Interviews 0/0 OCT 100% OCT 76% Available records / Interviews 4/1 Available records / Interviews 8/3 NOV 89% NOV 0% Available Available records / DIC records / Interviews Interviews 5/1 100% 2/1 Available records / Interviews 2/0 DIC 0% Available records / Interviews 2/0 DICIEMBRE - 2014 Na onal Summary CSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months Na onal Average YTD CSI JLR 92% 281 / 124 92% 303 / 99 90% 304 / 103 90% 304 / 103 90% 323 / 129 89% 320 / 176 89% 387 / 158 89% 376 / 154 87% 415 / 167 88% 424 / 176 88% 315 / 130 90% 327 / 118 4079 1637 89% PEDREGAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PEDREGAL Average YDT CSI JLR 94% 21 / 11 92% 52 / 17 86% 43 / 14 89% 76 / 26 90% 79 / 33 90% 73 / 48 90% 79 / 32 88% 79 / 32 91% 85 / 34 86% 84 / 36 92% 35 / 19 86% 33 / 13 739 315 90% CEDROS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CEDROS Average YTD CSI JLR 98% 36 / 16 92% 57 / 19 94% 45 / 14 91% 27 / 9 91% 50 / 19 94% 25 / 14 87% 41 / 17 78% 58 / 23 81% 67 / 27 85% 67 / 28 97% 52 / 21 83% 40 / 15 565 222 89% MASARYK JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MASARYK Average YTD CSI JLR 92% 39 / 14 95% 23 / 8 91% 13 / 4 89% 46 / 15 74% 15 / 6 80% 16 / 8 88% 23 / 10 92% 18 / 8 83% 18 / 6 93% 22 / 9 88% 24 / 10 95% 25 / 11 286 114 89% GUADALAJARA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 88% 89 / 39 94% 100 / 30 93% 80 / 26 90% 45 / 15 91% 58 / 22 85% 74 / 31 84% 77 / 30 90% 83 / 34 84% 104 / 42 88% 101 / 46 87% 74 / 29 89% 78 / 29 963 373 89% LEON JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months LEON Average YTD CSI JLR 95% 20 / 8 93% 10 / 4 84% 38 / 12 96% 21 / 7 96% 33 / 14 91% 28 / 18 88% 34 / 14 91% 25 / 10 92% 34 / 14 92% 34 / 13 66% 25 / 9 95% 14 / 2 316 125 90% MONTERREY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD CSI JLR 93% 37 / 19 89% 27 / 9 91% 49 / 18 94% 30 / 11 90% 35 / 14 90% 68 / 34 91% 75 / 31 92% 53 / 22 90% 46 / 19 92% 65 / 23 87% 30 / 12 94% 60 / 19 575 231 91% MERIDA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MERIDA Average YTD CSI JLR 91% 34 / 14 84% 23 / 8 74% 16 / 6 85% 26 / 9 81% 25 / 8 88% 22 / 17 85% 25 / 10 93% 26 / 11 88% 25 / 10 76% 23 / 10 91% 39 / 14 89% 41 / 14 325 130 85% PUEBLA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PUEBLA Average YTD CSI JLR 92% 5/3 99% 11 / 4 93% 7/3 97% 9/3 93% 16 / 7 84% 11 / 5 94% 23 / 10 92% 17 / 7 91% 20 / 8 96% 15 / 8 85% 14 / 6 96% 16 / 7 164 71 93% CULIACÁN JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD CSI JLR 0% 0/0 0% 0/0 98% 13 / 6 84% 24 / 8 94% 11 / 5 100% 3/1 95% 10 / 4 91% 16 / 7 88% 16 / 7 83% 13 / 3 88% 14 / 6 87% 15 / 6 135 53 91% COUNTRY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months COUNTRY Average YTD CSI JLR 0% 0/0 0% 0/0 98% 6/2 0% 0/0 100% 1/1 0% 0/0 0% 0/0 0% 1/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 7 2 99% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 78% 8/4 100% 5/2 13 6 Front Face Bussines S.A. de C.V. GUADALAJARA Average YTD INTERLOMAS Average YTD 89% DICIEMBRE - 2014 SSI - Registros Erróneos Ventas Jaguar & Land Rover Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 CSI - Registros Erróneos Servicio Jaguar & Land Rover Dealer JAGUAR LAND ROVER PEDREGAL Datos Incompletos, Color, TELÉFONO Nombre cliente MERCEDEZ AGUIALR HERNAN HERNANDEZ BAÑUELOS JOSE LUIS Total general Front Face Bussines S.A. de C.V. Vin Cuenta de Vin SALGA2DF8DA121454 1 SAJHS154XWC812302 1 SAJYA04SXDPU02117 1 3 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR PEDREGAL Sa sfacción General con Ventas 100% 90% 80% 70% 60% PEDREGAL 50% Nacional 40% 30% 20% 10% 0% Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 YTD Promedio 12 meses Front Face Bussines S.A. de C.V. PEDREGAL Nacional ene-14 95% 89% feb-14 99% 90% mar-14 86% 91% abr-14 91% 91% may-14 97% 95% jun-14 98% 93% jul-14 100% 90% ago-14 96% 94% sep-14 61% 87% oct-14 100% 91% nov-14 97% 89% dic-14 0% 89% YTD 93% 91% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR PEDREGAL Diagnós co de Sa sfacción con Venta JAGUAR Distribuidora JAGUAR LAND ROVER PEDREGAL # Entrevistas # Entrevistas % Ponderación Promedio Mes Mes Año 100% Nacional Medición 0% 93% 89% 91% 1-Recomendar a (Dealer) a un amigo o conocido? 5% 0 0% 84 92% 88% 92% 2-Experiencia de compra y entrega de su nuevo Land Rover. 5% 0 0% 84 94% 86% 93% 0 0% 84 93% 94% 96% 4- Sa sfacción su JLR (modelo) 5- ¿Lo hicieron sen r bienvenido como cliente? 5% 0 0% 84 95% 99% 97% 6-Ambiente general de las instalaciones. 5% 0 0% 84 97% 95% 95% 7-Asesor de ventas muestra interés en entender sus necesidades? 5% 0 0% 84 95% 99% 97% 8-Conocimiento del vendedor sobre las caracterís cas de los modelos JLR y sus ventajas. 5% 0 0% 84 94% 96% 94% 9- ¿El empo inver do y la respuesta a sus necesidades fue el adecuado? 5% 0 0% 84 92% 97% 96% 10-¿Le ofrecieron una prueba de manejo? 10% 0 0% 84 92% 86% 86% 0 0% 84 99% 98% 99% 10a-Experiencia en la prueba de manejo. 11- ¿Su asesor de ventas lo estuvo informando durante el proceso de compra y entrega de su vehículo? 5% 0 0% 84 92% 86% 95% 12- Compra y/o contrato de financiamiento en cuanto a la explicación clara y exacta de la documentación. 5% 0 0% 84 93% 96% 95% 13- ¿Su asesor de ventas lo atendio en empo y forma? 5% 0 0% 84 93% 98% 96% 0 0% 84 75% 90% 91% 14-¿Cómo evaluaría el cumplimiento de los compromisos hechos por el vendedor con usted? 15-¿Proporciona información acerca de los modelos, accesorios y alterna vas de compra/financiamiento? 5% 0 0% 84 93% 91% 80% 16-¿Concidera que la agencia realizó un esfuerzo por garan zar su sa sfacción al momento de la entrega? 5% 0 0% 84 78% 97% 93% 17- ¿Se encuentra sa sfecho con la limpieza con que se le entregó el vehículo? 5% 0 0% 84 75% 93% 82% 18- El auto contaba con el tanque de gasolina lleno? 5% 0 0% 84 98% 93% 77% 0 0% 84 95% 71% 93% 19- Mecánicamente, su unidad se encontraba en excelentes condiciones? 20- Manual de propietario, requerimientos de mantenimiento, garan a, etc. 5% 0 0% 84 85% 82% 94% 21-Le brindaron información clara y exacta de las caracteris cas y funciones de su vehículo? 5% 0 0% 84 97% 89% 96% 22- ¿Lo ha contactado la agencia después de la entrega verificar si todo fue de su completa sa sfacción? 5% 0 0% 84 83% 57% 68% 23-¿Se le ofreció una orientación por parte del Departamento de Servicio? 5% 0 0% 84 84% 57% 67% 24-¿La entrega de su JLR se hizo en la fecha y hora acordada? 0 0% 84 89% 100% 92% 25-Recomendar a JLR a un amigo o conocido? 0 0% 84 75% 89% 93% Front Face Bussines S.A. de C.V. Peor que el Nacional Promedio Año Promedio Mes Promedio Año -1 -0.5 Mejor que el Nacional 0 0.5 1 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR PEDREGAL Cumplimiento de Estándares de Ventas TRATO AMABLE Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 98% 98% 95% 95% 89% 95% 88% 97% 92% 89% 91% 89% 84% 88% 89% 92% 77% 91% 85% 84% 85% 77% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 85% Ene 100% Feb 90% Mar 80% 70% Abr 60% May Jun50% Jul40% 30% Ago 20% Sep 10% Oct 0% Nov Dic 100% 96% 100% 100% 95% 97% 87% 96% 98% 96% 100% 97% 96% 95% 98% 98% 48% 91% 100% 94% 100% 85% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 90% 2 2 2 2 2 2 2 2 2 2 2 2 RECOMENDACIÓN 5 5 5 5 5 5 5 5 5 5 5 5 INFORMACIÓN DE VENTA Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago 30% Sep20% Oct10% Nov0% Dic 100% 100% 91% 91% 97% 100% 99% 100% 66% 100% 97% Ene Feb Mar Abr0% May Jun Ene 100% Feb 90% Mar 80% Abr 70% 60% May Jun50% Jul40% 30% Ago 20% Sep Oct10% Nov0% Dic 100% 99% 100% 95% 95% 92% 100% 96% 100% 91% 100% 99% 97% 95% 85% 95% 90% 91% 100% 99% 100% 97% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 95% 3 3 3 3 3 3 3 3 3 3 3 3 99% 96% 95% 95% 97% 99% 95% 99% 94% 96% 97% Jul Ago Sep Oct Nov Dic 90% INSTALACIONES 6 6 6 6 6 6 6 6 6 6 6 6 ENTREGA DE UNIDAD Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% 0% Nov Dic 90% 90% 95% 86% 100% 96% 94% 89% 92% 94% 100% 88% 100% 98% 100% 94% 67% 89% 100% 90% 100% 94% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 88% Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 90% 95% 100% 98% 96% 95% 85% 93% 100% 96% 100% 98% 100% 93% 100% 98% 53% 91% 100% 95% 97% 98% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 0% 98% CONVENIENCIA Fuerzas - Áreas para Mantener Oportunidad de Mejora Debilidades Amenazas Promedio de la medición Enero Febrero Marzo Abril Mayo Junio Julio Agosto Sep embre Octubre Noviembre Diciembre Total Solicitadas 11 6 10 8 8 7 8 2 3 8 8 5 84 Completadas 6 4 6 6 4 4 3 2 2 2 3 0 42 55% 67% 60% 75% 50% 57% 38% 100% 67% 25% 38% 0% 50% Ventas % Completadas Principales comentarios Front Face Bussines S.A. de C.V. SSI & CSI Diciembre, 2014 MONTERREY DICIEMBRE - 2014 Na onal Summary SSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 89% 82 / 44 90% 97 / 44 91% 54 / 24 91% PEDREGAL JAN SSI JLR 95% MASARYK JAN Available records / Interviews 86% 6/4 SSI JLR Available records / Interviews 11 / 6 100% FEB 99% FEB 86% Available records / Interviews 6/4 Available records / Interviews 31 / 7 100% MAR 86% MAR 91% Available records / Interviews 10 / 6 Available records / Interviews 10 / 3 1-Jan-00 APR 91% 87% 63 / 21 91% 78 / 31 89% 77 / 29 89% 42 / 14 755 325 91% # Records 12 Months # Interviews 12 Months PEDREGAL Average YTD 84 42 93% # Records 12 Months # Interviews 12 Months MASARYK Average YTD 166 66 90% Available Available records / MAY records / Interviews Interviews 8/6 97% 8/4 Available Available records / JUL records / Interviews Interviews 7/4 100% 8/3 JUN 98% 61% Available records / Interviews 3/2 100% Available records / Interviews 8/2 97% Available records / Interviews 8/3 0% Available records / Interviews 5/0 10 / 2 91% 11 / 6 92% 7/2 96% 6/2 98 40 93% # Records 12 Months # Interviews 12 Months 64 26 93% MAR Available records / Interviews APR SSI JLR 98% 2/1 93% 8/6 100% 1/1 92% MERIDA JAN Available records / Interviews FEB SSI JLR 80% 16 / 7 88% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 92% 14 / 8 92% 20 / 9 92% 5/4 81% PUEBLA JAN SSI JLR 83% CULIACÁN JAN SSI JLR 0% APR 100% APR 85% APR 94% APR 0% Available Available records / MAY records / Interviews Interviews 3/1 88% 3/2 Available Available records / MAY records / Interviews Interviews 5/4 94% 11 / 7 Available Available records / MAY records / Interviews Interviews 4/3 0% 3/0 Available Available records / MAY records / Interviews Interviews 10 / 3 100% 8/2 Available Available records / MAY records / Interviews Interviews 3/2 90% 2/1 Available Available records / MAY records / Interviews Interviews 0/0 100% 4/1 JUN 93% Available records / Interviews 5/2 JUL 0% Available records / Interviews 0/0 AUG 95% 91% 1-Jan-00 Available records / Interviews 8/3 SEP 100% OCT 88% 1-Jan-00 Available records / Interviews 4/1 OCT 93% NOV 84% Available records / Interviews 23 / 13 DIC 89% 94% 1-Jan-00 SEP Available records / Interviews 11 / 3 NOV 7/4 82% ##### AUG Available records / Interviews 14 / 3 OCT 94% 5/2 97% JUL Available records / Interviews 15 / 9 SEP 7/3 93% JUN Available records / Interviews 16 / 7 96% Available records / Interviews 2/2 96% 7/1 Available records / Interviews 10 / 3 AUG 5/2 Available records / Interviews 100% 51 / 26 95% FEB 85% 94% GUADALAJARA Average YTD Available records / Interviews Available records / Interviews 2/1 55 / 20 # Interviews 12 Months JAN MAR 90% # Records 12 Months MONTERREY Available records / Interviews 2/1 49 / 23 Available records / Interviews 95% FEB 93% 49 / 21 DIC SSI JLR Available records / Interviews 0/0 95% 58 / 28 Available records / Interviews JAN 97% Na onal Average YTD NOV LEON 88% # Interviews 12 Months Available records / Interviews 100% Available records / Interviews 2/2 # Records 12 Months OCT 6/2 MAR Available records / Interviews Available records / Interviews 92% Available records / Interviews 7/5 DIC SEP 12 / 5 FEB Available records / Interviews Available records / Interviews 90% Available records / Interviews 9/4 NOV AUG 15 / 9 83% Available records / Interviews Available records / Interviews 93% Available records / Interviews 5/1 OCT JUL SSI JLR MAR Available records / Interviews Available records / Interviews APR Available records / Interviews 8/4 SEP JUN Available records / Interviews 94% Available records / Interviews Available Available records / MAY records / Interviews Interviews MAR 98% AUG 1-Jan-00 Available records / Interviews Available records / Interviews 13 / 4 Available records / Interviews #### FEB MAR JUL 96% Available records / Interviews Available records / Interviews 3/3 Available records / Interviews 1-Jan-00 JAN FEB JUN Available Available records / MAY records / Interviews Interviews 18 / 8 100% 5/2 APR GUADALAJARA Available records / Interviews 9/5 Available Available records / MAY records / Interviews Interviews ##### Available records / Interviews 8/3 NOV 88% DIC 79% Available records / Interviews 7/4 ##### Available records / Interviews 5/2 DIC 91% Available records / Interviews 7/2 LEON Average YTD JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD 91% 8/4 90% 7/4 100% 6/2 90% 10 / 2 96% 13 / 5 100% 7/1 92% 8/3 86 40 95% # Records 12 Months # Interviews 12 Months MÉRIDA Average YTD 65 28 86% JUN 86% Available Available records / JUL records / Interviews Interviews 6/3 100% 5/2 AUG 79% Available records / Interviews 1/1 SEP 78% Available records / Interviews 7/4 OCT 89% Available records / Interviews 2/1 NOV 87% Available records / Interviews 8/2 DIC 0% Available records / Interviews 0/0 JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months INTERLOMAS Average YTD 89% 6/4 84% 8/1 92% 6/4 94% 10 / 4 93% 13 / 7 96% 12 / 5 88% 5/2 117 53 91% # Records 12 Months # Interviews 12 Months PUEBLA Average YTD 46 21 94% # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD 25 7 90% JUN 100% JUN 0% Available records / Interviews 2/1 Available records / Interviews 0/0 JUL 0% JUL 0% Available records / Interviews 2/0 Available records / Interviews 2/0 AUG 0% AUG 89% Available records / Interviews 3/0 Available records / Interviews 3/1 Front Face Bussines S.A. de C.V. SEP 98% SEP 0% Available records / Interviews 5/3 Available records / Interviews 0/0 OCT 100% OCT 76% Available records / Interviews 4/1 Available records / Interviews 8/3 NOV 89% NOV 0% Available Available records / DIC records / Interviews Interviews 5/1 100% 2/1 Available records / Interviews 2/0 DIC 0% Available records / Interviews 2/0 DICIEMBRE - 2014 Na onal Summary CSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months Na onal Average YTD CSI JLR 92% 281 / 124 92% 303 / 99 90% 304 / 103 90% 304 / 103 90% 323 / 129 89% 320 / 176 89% 387 / 158 89% 376 / 154 87% 415 / 167 88% 424 / 176 88% 315 / 130 90% 327 / 118 4079 1637 89% PEDREGAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PEDREGAL Average YDT CSI JLR 94% 21 / 11 92% 52 / 17 86% 43 / 14 89% 76 / 26 90% 79 / 33 90% 73 / 48 90% 79 / 32 88% 79 / 32 91% 85 / 34 86% 84 / 36 92% 35 / 19 86% 33 / 13 739 315 90% CEDROS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CEDROS Average YTD CSI JLR 98% 36 / 16 92% 57 / 19 94% 45 / 14 91% 27 / 9 91% 50 / 19 94% 25 / 14 87% 41 / 17 78% 58 / 23 81% 67 / 27 85% 67 / 28 97% 52 / 21 83% 40 / 15 565 222 89% MASARYK JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MASARYK Average YTD CSI JLR 92% 39 / 14 95% 23 / 8 91% 13 / 4 89% 46 / 15 74% 15 / 6 80% 16 / 8 88% 23 / 10 92% 18 / 8 83% 18 / 6 93% 22 / 9 88% 24 / 10 95% 25 / 11 286 114 89% GUADALAJARA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 88% 89 / 39 94% 100 / 30 93% 80 / 26 90% 45 / 15 91% 58 / 22 85% 74 / 31 84% 77 / 30 90% 83 / 34 84% 104 / 42 88% 101 / 46 87% 74 / 29 89% 78 / 29 963 373 89% LEON JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months LEON Average YTD CSI JLR 95% 20 / 8 93% 10 / 4 84% 38 / 12 96% 21 / 7 96% 33 / 14 91% 28 / 18 88% 34 / 14 91% 25 / 10 92% 34 / 14 92% 34 / 13 66% 25 / 9 95% 14 / 2 316 125 90% MONTERREY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD CSI JLR 93% 37 / 19 89% 27 / 9 91% 49 / 18 94% 30 / 11 90% 35 / 14 90% 68 / 34 91% 75 / 31 92% 53 / 22 90% 46 / 19 92% 65 / 23 87% 30 / 12 94% 60 / 19 575 231 91% MERIDA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MERIDA Average YTD CSI JLR 91% 34 / 14 84% 23 / 8 74% 16 / 6 85% 26 / 9 81% 25 / 8 88% 22 / 17 85% 25 / 10 93% 26 / 11 88% 25 / 10 76% 23 / 10 91% 39 / 14 89% 41 / 14 325 130 85% PUEBLA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PUEBLA Average YTD CSI JLR 92% 5/3 99% 11 / 4 93% 7/3 97% 9/3 93% 16 / 7 84% 11 / 5 94% 23 / 10 92% 17 / 7 91% 20 / 8 96% 15 / 8 85% 14 / 6 96% 16 / 7 164 71 93% CULIACÁN JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD CSI JLR 0% 0/0 0% 0/0 98% 13 / 6 84% 24 / 8 94% 11 / 5 100% 3/1 95% 10 / 4 91% 16 / 7 88% 16 / 7 83% 13 / 3 88% 14 / 6 87% 15 / 6 135 53 91% COUNTRY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months COUNTRY Average YTD CSI JLR 0% 0/0 0% 0/0 98% 6/2 0% 0/0 100% 1/1 0% 0/0 0% 0/0 0% 1/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 7 2 99% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 78% 8/4 100% 5/2 13 6 Front Face Bussines S.A. de C.V. GUADALAJARA Average YTD INTERLOMAS Average YTD 89% DICIEMBRE - 2014 SSI - Registros Erróneos Ventas Jaguar & Land Rover Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 CSI - Registros Erróneos Servicio Jaguar & Land Rover Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR MONTERREY Sa sfacción General con Ventas 100% 90% 80% 70% 60% MONYERREY 50% Nacional 40% 30% 20% 10% 0% Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 YTD Promedio 12 meses Front Face Bussines S.A. de C.V. MONYERREY Nacional ene-14 98% 89% feb-14 93% 90% mar-14 100% 91% abr-14 92% 91% may-14 94% 95% jun-14 91% 93% jul-14 90% 90% ago-14 100% 94% sep-14 90% 87% oct-14 96% 91% nov-14 100% 89% dic-14 92% 89% YTD 95% 91% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR MONTERREY Diagnós co de Sa sfacción con Venta JAGUAR Distribuidora JAGUAR LAND ROVER MONTERREY # Entrevistas # Entrevistas % Ponderación Promedio Mes Mes Año 100% Nacional Medición Promedio Año Promedio Mes Promedio Año 95% 89% 91% 92% Peor que el Nacional -1 1-Recomendar a (Dealer) a un amigo o conocido? 5% 3 100% 86 97% 88% 92% 2-Experiencia de compra y entrega de su nuevo Land Rover. 5% 3 100% 86 97% 86% 93% 3 100% 86 99% 94% 96% 100% 86 97% 99% 97% 4- Sa sfacción su JLR (modelo) 5- ¿Lo hicieron sen r bienvenido como cliente? 5% 3 6-Ambiente general de las instalaciones. 5% 3 93% 86 96% 95% 95% 7-Asesor de ventas muestra interés en entender sus necesidades? 5% 3 100% 86 99% 99% 97% 8-Conocimiento del vendedor sobre las caracterís cas de los modelos JLR y sus ventajas. 5% 3 97% 86 98% 96% 94% 9- ¿El empo inver do y la respuesta a sus necesidades fue el adecuado? 5% 3 93% 86 97% 97% 96% 10-¿Le ofrecieron una prueba de manejo? 10% 3 67% 86 89% 86% 86% 3 100% 86 99% 98% 99% 10a-Experiencia en la prueba de manejo. 11- ¿Su asesor de ventas lo estuvo informando durante el proceso de compra y entrega de su vehículo? 5% 3 100% 86 99% 86% 95% 12- Compra y/o contrato de financiamiento en cuanto a la explicación clara y exacta de la documentación. 5% 3 97% 86 98% 96% 95% 13- ¿Su asesor de ventas lo atendio en empo y forma? 5% 3 100% 86 98% 98% 96% 3 97% 86 97% 90% 91% 14-¿Cómo evaluaría el cumplimiento de los compromisos hechos por el vendedor con usted? 15-¿Proporciona información acerca de los modelos, accesorios y alterna vas de compra/financiamiento? 5% 3 97% 86 81% 91% 80% 16-¿Concidera que la agencia realizó un esfuerzo por garan zar su sa sfacción al momento de la entrega? 5% 3 100% 86 99% 97% 93% 17- ¿Se encuentra sa sfecho con la limpieza con que se le entregó el vehículo? 5% 3 100% 86 83% 93% 82% 18- El auto contaba con el tanque de gasolina lleno? 5% 3 100% 86 77% 93% 77% 3 100% 86 98% 71% 93% 19- Mecánicamente, su unidad se encontraba en excelentes condiciones? 20- Manual de propietario, requerimientos de mantenimiento, garan a, etc. 5% 3 93% 86 97% 82% 94% 21-Le brindaron información clara y exacta de las caracteris cas y funciones de su vehículo? 5% 3 97% 86 99% 89% 96% 22- ¿Lo ha contactado la agencia después de la entrega verificar si todo fue de su completa sa sfacción? 5% 3 67% 86 74% 57% 68% 23-¿Se le ofreció una orientación por parte del Departamento de Servicio? 5% 3 67% 86 79% 57% 67% 24-¿La entrega de su JLR se hizo en la fecha y hora acordada? 3 100% 86 95% 100% 92% 25-Recomendar a JLR a un amigo o conocido? 3 100% 86 99% 89% 93% Front Face Bussines S.A. de C.V. -0.5 Mejor que el Nacional 0 0.5 1 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR MONTERREY Cumplimiento de Estándares de Ventas TRATO AMABLE Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 98% 100% 95% 100% 89% 73% 88% 94% 92% 100% 91% 81% 84% 100% 89% 83% 77% 86% 85% 100% 85% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 89% 85% Ene 100% Feb 90% Mar 80% Abr 70% May 60% Jun50% Jul40% 30% Ago 20% Sep 10% Oct Nov0% Dic 100% 100% 100% 97% 100% 97% 98% 95% 95% 98% 100% 96% 92% 94% 100% 96% 100% 85% 100% 98% 100% 96% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 100% 90% 2 2 2 2 2 2 2 2 2 2 2 2 RECOMENDACIÓN 5 5 5 5 5 5 5 5 5 5 5 5 INFORMACIÓN DE VENTA Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 98% 99% 100% 96% 100% 95% 96% 95% 97% 97% 100% 99% 96% 95% 100% 99% 100% 94% 100% 96% 100% 97% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 98% 90% Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 100% 99% 100% 95% 100% 92% 93% 96% 87% 91% 100% 99% 93% 95% 100% 95% 100% 91% 94% 99% 100% 97% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 93% 95% 3 3 3 3 3 3 3 3 3 3 3 3 INSTALACIONES 6 6 6 6 6 6 6 6 6 6 6 6 ENTREGA DE UNIDAD Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 86% 90% 90% 86% 100% 96% 100% 89% 90% 94% 83% 88% 100% 98% 100% 94% 83% 89% 93% 90% 100% 94% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 100% 88% Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 95% 100% 98% 100% 95% 91% 93% 93% 96% 100% 98% 96% 93% 100% 98% 100% 91% 100% 95% 100% 98% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 97% 98% CONVENIENCIA Fuerzas - Áreas para Mantener Oportunidad de Mejora CONTACTAR DESPUÉS DE LA ENTREGA PARA VERIFICAR QUE TODO HAYA SIDO SATISFACTORIO. ASESOR MUESTRA INTERÉS POR ENTENDER LAS NECESIDADES DEL CLIENTE. ATIENDE EN TIEMPO Y FORMA. OFRECER ORIENTACIÓN POR PARTE DEL DEPARTAMENTO DE POST VENTA. TANQUE DE GASOLINA LLENO. BRINDA INFORMACIÓN CLARA Y EXACTA DE LAS CARACTERÍSTICAS Y FUNSIONES DE SU VEHÍCULO. Debilidades Amenazas OFRECER PRUEBA DE MANEJO. Promedio de la medición Enero Febrero Marzo Abril Mayo Junio Julio Agosto Sep embre Octubre Noviembre Diciembre Total Solicitadas 2 8 1 5 11 8 7 6 10 13 7 8 86 Completadas 1 6 1 4 7 4 4 2 2 5 1 3 40 50% 75% 100% 80% 64% 50% 57% 33% 20% 38% 14% 38% 47% Ventas % Completadas Principales comentarios NO SE PROPORCIONÓ INFORMACIÓN ACERCA DE MANUAL DE PROPIETARIO, REQUERIMIENTO Y PRECIOS DE MANTENIMIENTO, INFORMACIÓN SOBRE LA GARANTÍA Y SERVICIO DE ASISTENCIA. LA SECRETARIA DE LA AGENCIA ES DESCUIDADA CON LOS RECADOS Y MENSAJES QUE SE PROPORCIONAN. EL SEÑOR MUÑOZ MENCIONA QUE DURANTE LOS PRIMEROS DÍAS EL INTERIOR DE LA CAMIONETA OLÍA A QUEMADO, ADEMÁS NO PROPORCIONARON INFORMACIÓN ACERCA DEL CERRADO DE LOS VIDRIOS TRASEROS. Front Face Bussines S.A. de C.V. SSI & CSI Diciembre, 2014 MÉRIDA DICIEMBRE - 2014 Na onal Summary SSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 89% 82 / 44 90% 97 / 44 91% 54 / 24 91% PEDREGAL JAN SSI JLR 95% MASARYK JAN Available records / Interviews 86% 6/4 SSI JLR Available records / Interviews 11 / 6 100% FEB 99% FEB 86% Available records / Interviews 6/4 Available records / Interviews 31 / 7 100% MAR 86% MAR 91% Available records / Interviews 10 / 6 Available records / Interviews 10 / 3 1-Jan-00 APR 91% 87% 63 / 21 91% 78 / 31 89% 77 / 29 89% 42 / 14 755 325 91% # Records 12 Months # Interviews 12 Months PEDREGAL Average YTD 84 42 93% # Records 12 Months # Interviews 12 Months MASARYK Average YTD 166 66 90% Available Available records / MAY records / Interviews Interviews 8/6 97% 8/4 Available Available records / JUL records / Interviews Interviews 7/4 100% 8/3 JUN 98% 61% Available records / Interviews 3/2 100% Available records / Interviews 8/2 97% Available records / Interviews 8/3 0% Available records / Interviews 5/0 10 / 2 91% 11 / 6 92% 7/2 96% 6/2 98 40 93% # Records 12 Months # Interviews 12 Months 64 26 93% MAR Available records / Interviews APR SSI JLR 98% 2/1 93% 8/6 100% 1/1 92% MERIDA JAN Available records / Interviews FEB SSI JLR 80% 16 / 7 88% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 92% 14 / 8 92% 20 / 9 92% 5/4 81% PUEBLA JAN SSI JLR 83% CULIACÁN JAN SSI JLR 0% APR 100% APR 85% APR 94% APR 0% Available Available records / MAY records / Interviews Interviews 3/1 88% 3/2 Available Available records / MAY records / Interviews Interviews 5/4 94% 11 / 7 Available Available records / MAY records / Interviews Interviews 4/3 0% 3/0 Available Available records / MAY records / Interviews Interviews 10 / 3 100% 8/2 Available Available records / MAY records / Interviews Interviews 3/2 90% 2/1 Available Available records / MAY records / Interviews Interviews 0/0 100% 4/1 JUN 93% Available records / Interviews 5/2 JUL 0% Available records / Interviews 0/0 AUG 95% 91% 1-Jan-00 Available records / Interviews 8/3 SEP 100% OCT 88% 1-Jan-00 Available records / Interviews 4/1 OCT 93% NOV 84% Available records / Interviews 23 / 13 DIC 89% 94% 1-Jan-00 SEP Available records / Interviews 11 / 3 NOV 7/4 82% ##### AUG Available records / Interviews 14 / 3 OCT 94% 5/2 97% JUL Available records / Interviews 15 / 9 SEP 7/3 93% JUN Available records / Interviews 16 / 7 96% Available records / Interviews 2/2 96% 7/1 Available records / Interviews 10 / 3 AUG 5/2 Available records / Interviews 100% 51 / 26 95% FEB 85% 94% GUADALAJARA Average YTD Available records / Interviews Available records / Interviews 2/1 55 / 20 # Interviews 12 Months JAN MAR 90% # Records 12 Months MONTERREY Available records / Interviews 2/1 49 / 23 Available records / Interviews 95% FEB 93% 49 / 21 DIC SSI JLR Available records / Interviews 0/0 95% 58 / 28 Available records / Interviews JAN 97% Na onal Average YTD NOV LEON 88% # Interviews 12 Months Available records / Interviews 100% Available records / Interviews 2/2 # Records 12 Months OCT 6/2 MAR Available records / Interviews Available records / Interviews 92% Available records / Interviews 7/5 DIC SEP 12 / 5 FEB Available records / Interviews Available records / Interviews 90% Available records / Interviews 9/4 NOV AUG 15 / 9 83% Available records / Interviews Available records / Interviews 93% Available records / Interviews 5/1 OCT JUL SSI JLR MAR Available records / Interviews Available records / Interviews APR Available records / Interviews 8/4 SEP JUN Available records / Interviews 94% Available records / Interviews Available Available records / MAY records / Interviews Interviews MAR 98% AUG 1-Jan-00 Available records / Interviews Available records / Interviews 13 / 4 Available records / Interviews #### FEB MAR JUL 96% Available records / Interviews Available records / Interviews 3/3 Available records / Interviews 1-Jan-00 JAN FEB JUN Available Available records / MAY records / Interviews Interviews 18 / 8 100% 5/2 APR GUADALAJARA Available records / Interviews 9/5 Available Available records / MAY records / Interviews Interviews ##### Available records / Interviews 8/3 NOV 88% DIC 79% Available records / Interviews 7/4 ##### Available records / Interviews 5/2 DIC 91% Available records / Interviews 7/2 LEON Average YTD JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD 91% 8/4 90% 7/4 100% 6/2 90% 10 / 2 96% 13 / 5 100% 7/1 92% 8/3 86 40 95% # Records 12 Months # Interviews 12 Months MÉRIDA Average YTD 65 28 86% JUN 86% Available Available records / JUL records / Interviews Interviews 6/3 100% 5/2 AUG 79% Available records / Interviews 1/1 SEP 78% Available records / Interviews 7/4 OCT 89% Available records / Interviews 2/1 NOV 87% Available records / Interviews 8/2 DIC 0% Available records / Interviews 0/0 JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months INTERLOMAS Average YTD 89% 6/4 84% 8/1 92% 6/4 94% 10 / 4 93% 13 / 7 96% 12 / 5 88% 5/2 117 53 91% # Records 12 Months # Interviews 12 Months PUEBLA Average YTD 46 21 94% # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD 25 7 90% JUN 100% JUN 0% Available records / Interviews 2/1 Available records / Interviews 0/0 JUL 0% JUL 0% Available records / Interviews 2/0 Available records / Interviews 2/0 AUG 0% AUG 89% Available records / Interviews 3/0 Available records / Interviews 3/1 Front Face Bussines S.A. de C.V. SEP 98% SEP 0% Available records / Interviews 5/3 Available records / Interviews 0/0 OCT 100% OCT 76% Available records / Interviews 4/1 Available records / Interviews 8/3 NOV 89% NOV 0% Available Available records / DIC records / Interviews Interviews 5/1 100% 2/1 Available records / Interviews 2/0 DIC 0% Available records / Interviews 2/0 DICIEMBRE - 2014 Na onal Summary CSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months Na onal Average YTD CSI JLR 92% 281 / 124 92% 303 / 99 90% 304 / 103 90% 304 / 103 90% 323 / 129 89% 320 / 176 89% 387 / 158 89% 376 / 154 87% 415 / 167 88% 424 / 176 88% 315 / 130 90% 327 / 118 4079 1637 89% PEDREGAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PEDREGAL Average YDT CSI JLR 94% 21 / 11 92% 52 / 17 86% 43 / 14 89% 76 / 26 90% 79 / 33 90% 73 / 48 90% 79 / 32 88% 79 / 32 91% 85 / 34 86% 84 / 36 92% 35 / 19 86% 33 / 13 739 315 90% CEDROS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CEDROS Average YTD CSI JLR 98% 36 / 16 92% 57 / 19 94% 45 / 14 91% 27 / 9 91% 50 / 19 94% 25 / 14 87% 41 / 17 78% 58 / 23 81% 67 / 27 85% 67 / 28 97% 52 / 21 83% 40 / 15 565 222 89% MASARYK JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MASARYK Average YTD CSI JLR 92% 39 / 14 95% 23 / 8 91% 13 / 4 89% 46 / 15 74% 15 / 6 80% 16 / 8 88% 23 / 10 92% 18 / 8 83% 18 / 6 93% 22 / 9 88% 24 / 10 95% 25 / 11 286 114 89% GUADALAJARA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 88% 89 / 39 94% 100 / 30 93% 80 / 26 90% 45 / 15 91% 58 / 22 85% 74 / 31 84% 77 / 30 90% 83 / 34 84% 104 / 42 88% 101 / 46 87% 74 / 29 89% 78 / 29 963 373 89% LEON JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months LEON Average YTD CSI JLR 95% 20 / 8 93% 10 / 4 84% 38 / 12 96% 21 / 7 96% 33 / 14 91% 28 / 18 88% 34 / 14 91% 25 / 10 92% 34 / 14 92% 34 / 13 66% 25 / 9 95% 14 / 2 316 125 90% MONTERREY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD CSI JLR 93% 37 / 19 89% 27 / 9 91% 49 / 18 94% 30 / 11 90% 35 / 14 90% 68 / 34 91% 75 / 31 92% 53 / 22 90% 46 / 19 92% 65 / 23 87% 30 / 12 94% 60 / 19 575 231 91% MERIDA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MERIDA Average YTD CSI JLR 91% 34 / 14 84% 23 / 8 74% 16 / 6 85% 26 / 9 81% 25 / 8 88% 22 / 17 85% 25 / 10 93% 26 / 11 88% 25 / 10 76% 23 / 10 91% 39 / 14 89% 41 / 14 325 130 85% PUEBLA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PUEBLA Average YTD CSI JLR 92% 5/3 99% 11 / 4 93% 7/3 97% 9/3 93% 16 / 7 84% 11 / 5 94% 23 / 10 92% 17 / 7 91% 20 / 8 96% 15 / 8 85% 14 / 6 96% 16 / 7 164 71 93% CULIACÁN JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD CSI JLR 0% 0/0 0% 0/0 98% 13 / 6 84% 24 / 8 94% 11 / 5 100% 3/1 95% 10 / 4 91% 16 / 7 88% 16 / 7 83% 13 / 3 88% 14 / 6 87% 15 / 6 135 53 91% COUNTRY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months COUNTRY Average YTD CSI JLR 0% 0/0 0% 0/0 98% 6/2 0% 0/0 100% 1/1 0% 0/0 0% 0/0 0% 1/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 7 2 99% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 78% 8/4 100% 5/2 13 6 Front Face Bussines S.A. de C.V. GUADALAJARA Average YTD INTERLOMAS Average YTD 89% DICIEMBRE - 2014 SSI - Registros Erróneos Ventas Jaguar & Land Rover Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 CSI - Registros Erróneos Servicio Jaguar & Land Rover Dealer JAGUAR LAND ROVER MÉRIDA Datos Incompletos, Color, TELÉFONO Nombre cliente FERNAN PAVIA PUGA ALEJANDRO DAJER ARTURO FERNANDO CANTO REBORA JUAN JOSE PEREZ PONCIANO MARIN RAMOS Total general Front Face Bussines S.A. de C.V. Vin Cuenta de Vin SALSH2E44BA286398 SALSH2E43BA272380 SALAG2D47DA679475 SALWA2EF1EA304030 SALDVBR89EA456161 1 1 1 1 1 5 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR MERIDA Sa sfacción General con Ventas 100% 90% 80% 70% 60% MÉRIDA 50% Nacional 40% 30% 20% 10% 0% Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 YTD Promedio 12 meses Front Face Bussines S.A. de C.V. MÉRIDA Nacional ene-14 80% 89% feb-14 88% 90% mar-14 83% 91% abr-14 85% 91% may-14 0% 95% jun-14 86% 93% jul-14 100% 90% ago-14 79% 94% sep-14 78% 87% oct-14 89% 91% nov-14 87% 89% dic-14 0% 89% YTD 86% 91% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR MERIDA Diagnós co de Sa sfacción con Venta JAGUAR JAGUAR LAND ROVER MÉRIDA # Entrevistas % Ponderación Mes 100% Distribuidora # Entrevistas Año Nacional Medición Promedio Mes Promedio Año Promedio Mes Promedio Año 0% 86% 89% 91% 1-Recomendar a (Dealer) a un amigo o conocido? 5% 0 0% 65 92% 88% 92% 2-Experiencia de compra y entrega de su nuevo Land Rover. 5% 0 0% 65 90% 86% 93% 0 0% 65 95% 94% 96% 4- Sa sfacción su JLR (modelo) 5- ¿Lo hicieron sen r bienvenido como cliente? 5% 0 0% 65 94% 99% 97% 6-Ambiente general de las instalaciones. 5% 0 0% 65 95% 95% 95% 7-Asesor de ventas muestra interés en entender sus necesidades? 5% 0 0% 65 96% 99% 97% 8-Conocimiento del vendedor sobre las caracterís cas de los modelos JLR y sus ventajas. 5% 0 0% 65 93% 96% 94% 9- ¿El empo inver do y la respuesta a sus necesidades fue el adecuado? 5% 0 0% 65 75% 97% 96% 10-¿Le ofrecieron una prueba de manejo? 10% 0 0% 65 78% 86% 86% 0 0% 65 84% 98% 99% 10a-Experiencia en la prueba de manejo. 11- ¿Su asesor de ventas lo estuvo informando durante el proceso de compra y entrega de su vehículo? 5% 0 0% 65 97% 86% 95% 12- Compra y/o contrato de financiamiento en cuanto a la explicación clara y exacta de la documentación. 5% 0 0% 65 75% 96% 95% 13- ¿Su asesor de ventas lo atendio en empo y forma? 5% 0 0% 65 96% 98% 96% 0 0% 65 85% 90% 91% 14-¿Cómo evaluaría el cumplimiento de los compromisos hechos por el vendedor con usted? 15-¿Proporciona información acerca de los modelos, accesorios y alterna vas de compra/financiamiento? 5% 0 0% 65 69% 91% 80% 16-¿Concidera que la agencia realizó un esfuerzo por garan zar su sa sfacción al momento de la entrega? 5% 0 0% 65 86% 97% 93% 17- ¿Se encuentra sa sfecho con la limpieza con que se le entregó el vehículo? 5% 0 0% 65 60% 93% 82% 18- El auto contaba con el tanque de gasolina lleno? 5% 0 0% 65 64% 93% 77% 0 0% 65 97% 71% 93% 19- Mecánicamente, su unidad se encontraba en excelentes condiciones? 20- Manual de propietario, requerimientos de mantenimiento, garan a, etc. 5% 0 0% 65 75% 82% 94% 21-Le brindaron información clara y exacta de las caracteris cas y funciones de su vehículo? 5% 0 0% 65 84% 89% 96% 22- ¿Lo ha contactado la agencia después de la entrega verificar si todo fue de su completa sa sfacción? 5% 0 0% 65 52% 57% 68% 23-¿Se le ofreció una orientación por parte del Departamento de Servicio? 5% 0 0% 65 76% 57% 67% 24-¿La entrega de su JLR se hizo en la fecha y hora acordada? 0 0% 65 59% 100% 92% 25-Recomendar a JLR a un amigo o conocido? 0 0% 65 64% 89% 93% Front Face Bussines S.A. de C.V. Peor que el Nacional -1 -0.5 Mejor que el Nacional 0 0.5 1 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR MERIDA Cumplimiento de Estándares de Ventas TRATO AMABLE Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago 30% Sep20% Oct10% Nov0% Dic 98% 98% 86% 95% 98% 95% 96% 97% 0% 89% 88% 89% 100% 88% 67% 92% 64% 91% 53% 84% 83% 77% Ene Feb Mar Abr0% May Jun 85% Jul Ago Sep Oct Nov Dic Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 99% 96% 96% 100% 80% 97% 66% 96% 0% 96% 67% 97% 100% 95% 100% 98% 76% 91% 93% 94% 93% 85% Ene Feb Mar Abr0% May Jun 90% Jul Ago Sep Oct Nov Dic 2-Jan-00 2 2 2 2 2 2 2 2 2 2 2 RECOMENDACIÓN 5 5 5 5 5 5 5 5 5 5 5 5 INFORMACIÓN DE VENTA Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 99% 97% 96% 62% 95% 65% 95% 0% 97% 58% 99% 100% 95% 100% 99% 88% 94% 100% 96% 100% 97% Ene Feb Mar Abr0% May Jun 90% Jul Ago Sep Oct Nov Dic Ene 100% Feb 90% Mar 80% Abr 70% May 60% Jun50% Jul40% Ago 30% 20% Sep Oct10% Nov0% Dic 98% 99% 92% 95% 100% 92% 100% 96% 0% 91% 100% 99% 100% 95% 100% 95% 70% 91% 100% 99% 100% 97% Ene Feb Mar Abr0% May Jun 95% Jul Ago Sep Oct Nov Dic 3-Jan-00 3 3 3 3 3 3 3 3 3 3 3 INSTALACIONES 6 6 6 6 6 6 6 6 6 6 6 6 ENTREGA DE UNIDAD Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago 30% Sep20% Oct10% Nov0% Dic 89% 90% 79% 86% 60% 96% 53% 89% 0% 94% 67% 88% 100% 98% 100% 94% 83% 89% 67% 90% 83% 94% Ene Feb Mar Abr0% May Jun 88% Jul Ago Sep Oct Nov Dic Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 90% 95% 96% 98% 100% 95% 48% 93% 0% 96% 47% 98% 100% 93% 100% 98% 84% 91% 85% 95% 100% 98% Ene Feb Mar Abr 0%May Jun Jul98% Ago Sep Oct Nov Dic CONVENIENCIA Fuerzas - Áreas para Mantener Oportunidad de Mejora Debilidades Amenazas Promedio de la medición Enero Febrero Marzo Abril Mayo Junio Julio Agosto Sep embre Octubre Noviembre Diciembre Total Solicitadas 16 8 5 4 3 6 5 1 7 2 8 0 65 Completadas 7 4 1 3 0 3 2 1 4 1 2 0 44% 50% 20% 75% 0% 50% 40% 100% 57% 50% 25% Ventas % Completadas Principales comentarios Front Face Bussines S.A. de C.V. 28 43% SSI & CSI Diciembre, 2014 LEÓN DICIEMBRE - 2014 Na onal Summary SSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 89% 82 / 44 90% 97 / 44 91% 54 / 24 91% PEDREGAL JAN SSI JLR 95% MASARYK JAN Available records / Interviews 86% 6/4 SSI JLR Available records / Interviews 11 / 6 100% FEB 99% FEB 86% Available records / Interviews 6/4 Available records / Interviews 31 / 7 100% MAR 86% MAR 91% Available records / Interviews 10 / 6 Available records / Interviews 10 / 3 1-Jan-00 APR 91% 87% 63 / 21 91% 78 / 31 89% 77 / 29 89% 42 / 14 755 325 91% # Records 12 Months # Interviews 12 Months PEDREGAL Average YTD 84 42 93% # Records 12 Months # Interviews 12 Months MASARYK Average YTD 166 66 90% Available Available records / MAY records / Interviews Interviews 8/6 97% 8/4 Available Available records / JUL records / Interviews Interviews 7/4 100% 8/3 JUN 98% 61% Available records / Interviews 3/2 100% Available records / Interviews 8/2 97% Available records / Interviews 8/3 0% Available records / Interviews 5/0 10 / 2 91% 11 / 6 92% 7/2 96% 6/2 98 40 93% # Records 12 Months # Interviews 12 Months 64 26 93% MAR Available records / Interviews APR SSI JLR 98% 2/1 93% 8/6 100% 1/1 92% MERIDA JAN Available records / Interviews FEB SSI JLR 80% 16 / 7 88% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 92% 14 / 8 92% 20 / 9 92% 5/4 81% PUEBLA JAN SSI JLR 83% CULIACÁN JAN SSI JLR 0% APR 100% APR 85% APR 94% APR 0% Available Available records / MAY records / Interviews Interviews 3/1 88% 3/2 Available Available records / MAY records / Interviews Interviews 5/4 94% 11 / 7 Available Available records / MAY records / Interviews Interviews 4/3 0% 3/0 Available Available records / MAY records / Interviews Interviews 10 / 3 100% 8/2 Available Available records / MAY records / Interviews Interviews 3/2 90% 2/1 Available Available records / MAY records / Interviews Interviews 0/0 100% 4/1 JUN 93% Available records / Interviews 5/2 JUL 0% Available records / Interviews 0/0 AUG 95% 91% 1-Jan-00 Available records / Interviews 8/3 SEP 100% OCT 88% 1-Jan-00 Available records / Interviews 4/1 OCT 93% NOV 84% Available records / Interviews 23 / 13 DIC 89% 94% 1-Jan-00 SEP Available records / Interviews 11 / 3 NOV 7/4 82% ##### AUG Available records / Interviews 14 / 3 OCT 94% 5/2 97% JUL Available records / Interviews 15 / 9 SEP 7/3 93% JUN Available records / Interviews 16 / 7 96% Available records / Interviews 2/2 96% 7/1 Available records / Interviews 10 / 3 AUG 5/2 Available records / Interviews 100% 51 / 26 95% FEB 85% 94% GUADALAJARA Average YTD Available records / Interviews Available records / Interviews 2/1 55 / 20 # Interviews 12 Months JAN MAR 90% # Records 12 Months MONTERREY Available records / Interviews 2/1 49 / 23 Available records / Interviews 95% FEB 93% 49 / 21 DIC SSI JLR Available records / Interviews 0/0 95% 58 / 28 Available records / Interviews JAN 97% Na onal Average YTD NOV LEON 88% # Interviews 12 Months Available records / Interviews 100% Available records / Interviews 2/2 # Records 12 Months OCT 6/2 MAR Available records / Interviews Available records / Interviews 92% Available records / Interviews 7/5 DIC SEP 12 / 5 FEB Available records / Interviews Available records / Interviews 90% Available records / Interviews 9/4 NOV AUG 15 / 9 83% Available records / Interviews Available records / Interviews 93% Available records / Interviews 5/1 OCT JUL SSI JLR MAR Available records / Interviews Available records / Interviews APR Available records / Interviews 8/4 SEP JUN Available records / Interviews 94% Available records / Interviews Available Available records / MAY records / Interviews Interviews MAR 98% AUG 1-Jan-00 Available records / Interviews Available records / Interviews 13 / 4 Available records / Interviews #### FEB MAR JUL 96% Available records / Interviews Available records / Interviews 3/3 Available records / Interviews 1-Jan-00 JAN FEB JUN Available Available records / MAY records / Interviews Interviews 18 / 8 100% 5/2 APR GUADALAJARA Available records / Interviews 9/5 Available Available records / MAY records / Interviews Interviews ##### Available records / Interviews 8/3 NOV 88% DIC 79% Available records / Interviews 7/4 ##### Available records / Interviews 5/2 DIC 91% Available records / Interviews 7/2 LEON Average YTD JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD 91% 8/4 90% 7/4 100% 6/2 90% 10 / 2 96% 13 / 5 100% 7/1 92% 8/3 86 40 95% # Records 12 Months # Interviews 12 Months MÉRIDA Average YTD 65 28 86% JUN 86% Available Available records / JUL records / Interviews Interviews 6/3 100% 5/2 AUG 79% Available records / Interviews 1/1 SEP 78% Available records / Interviews 7/4 OCT 89% Available records / Interviews 2/1 NOV 87% Available records / Interviews 8/2 DIC 0% Available records / Interviews 0/0 JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months INTERLOMAS Average YTD 89% 6/4 84% 8/1 92% 6/4 94% 10 / 4 93% 13 / 7 96% 12 / 5 88% 5/2 117 53 91% # Records 12 Months # Interviews 12 Months PUEBLA Average YTD 46 21 94% # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD 25 7 90% JUN 100% JUN 0% Available records / Interviews 2/1 Available records / Interviews 0/0 JUL 0% JUL 0% Available records / Interviews 2/0 Available records / Interviews 2/0 AUG 0% AUG 89% Available records / Interviews 3/0 Available records / Interviews 3/1 Front Face Bussines S.A. de C.V. SEP 98% SEP 0% Available records / Interviews 5/3 Available records / Interviews 0/0 OCT 100% OCT 76% Available records / Interviews 4/1 Available records / Interviews 8/3 NOV 89% NOV 0% Available Available records / DIC records / Interviews Interviews 5/1 100% 2/1 Available records / Interviews 2/0 DIC 0% Available records / Interviews 2/0 DICIEMBRE - 2014 Na onal Summary CSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months Na onal Average YTD CSI JLR 92% 281 / 124 92% 303 / 99 90% 304 / 103 90% 304 / 103 90% 323 / 129 89% 320 / 176 89% 387 / 158 89% 376 / 154 87% 415 / 167 88% 424 / 176 88% 315 / 130 90% 327 / 118 4079 1637 89% PEDREGAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PEDREGAL Average YDT CSI JLR 94% 21 / 11 92% 52 / 17 86% 43 / 14 89% 76 / 26 90% 79 / 33 90% 73 / 48 90% 79 / 32 88% 79 / 32 91% 85 / 34 86% 84 / 36 92% 35 / 19 86% 33 / 13 739 315 90% CEDROS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CEDROS Average YTD CSI JLR 98% 36 / 16 92% 57 / 19 94% 45 / 14 91% 27 / 9 91% 50 / 19 94% 25 / 14 87% 41 / 17 78% 58 / 23 81% 67 / 27 85% 67 / 28 97% 52 / 21 83% 40 / 15 565 222 89% MASARYK JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MASARYK Average YTD CSI JLR 92% 39 / 14 95% 23 / 8 91% 13 / 4 89% 46 / 15 74% 15 / 6 80% 16 / 8 88% 23 / 10 92% 18 / 8 83% 18 / 6 93% 22 / 9 88% 24 / 10 95% 25 / 11 286 114 89% GUADALAJARA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 88% 89 / 39 94% 100 / 30 93% 80 / 26 90% 45 / 15 91% 58 / 22 85% 74 / 31 84% 77 / 30 90% 83 / 34 84% 104 / 42 88% 101 / 46 87% 74 / 29 89% 78 / 29 963 373 89% LEON JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months LEON Average YTD CSI JLR 95% 20 / 8 93% 10 / 4 84% 38 / 12 96% 21 / 7 96% 33 / 14 91% 28 / 18 88% 34 / 14 91% 25 / 10 92% 34 / 14 92% 34 / 13 66% 25 / 9 95% 14 / 2 316 125 90% MONTERREY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD CSI JLR 93% 37 / 19 89% 27 / 9 91% 49 / 18 94% 30 / 11 90% 35 / 14 90% 68 / 34 91% 75 / 31 92% 53 / 22 90% 46 / 19 92% 65 / 23 87% 30 / 12 94% 60 / 19 575 231 91% MERIDA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MERIDA Average YTD CSI JLR 91% 34 / 14 84% 23 / 8 74% 16 / 6 85% 26 / 9 81% 25 / 8 88% 22 / 17 85% 25 / 10 93% 26 / 11 88% 25 / 10 76% 23 / 10 91% 39 / 14 89% 41 / 14 325 130 85% PUEBLA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PUEBLA Average YTD CSI JLR 92% 5/3 99% 11 / 4 93% 7/3 97% 9/3 93% 16 / 7 84% 11 / 5 94% 23 / 10 92% 17 / 7 91% 20 / 8 96% 15 / 8 85% 14 / 6 96% 16 / 7 164 71 93% CULIACÁN JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD CSI JLR 0% 0/0 0% 0/0 98% 13 / 6 84% 24 / 8 94% 11 / 5 100% 3/1 95% 10 / 4 91% 16 / 7 88% 16 / 7 83% 13 / 3 88% 14 / 6 87% 15 / 6 135 53 91% COUNTRY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months COUNTRY Average YTD CSI JLR 0% 0/0 0% 0/0 98% 6/2 0% 0/0 100% 1/1 0% 0/0 0% 0/0 0% 1/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 7 2 99% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 78% 8/4 100% 5/2 13 6 Front Face Bussines S.A. de C.V. GUADALAJARA Average YTD INTERLOMAS Average YTD 89% DICIEMBRE - 2014 SSI - Registros Erróneos Ventas Jaguar & Land Rover Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 CSI - Registros Erróneos Servicio Jaguar & Land Rover Dealer JAGUAR LAND ROVER LEÓN Datos Incompletos, Color, TELÉFONO Nombre cliente Vin Cuenta de Vin T-CARGO SA DE CV SALVP2BG4DH741162 1 CENTRO FUNERARIO DEL CENTRO SA DE CV SALWA2VF4EA347048 1 RANGEL ALVARADO RICARDO ALBERTO SALFP24N18H033778 1 Total general 3 Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR LEON Sa sfacción General con Ventas 100% 90% 80% 70% 60% LEÓN 50% Nacional 40% 30% 20% 10% 0% Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 YTD Promedio 12 meses Front Face Bussines S.A. de C.V. LEÓN Nacional ene-14 95% 89% feb-14 98% 90% mar-14 94% 91% abr-14 100% 91% may-14 88% 95% jun-14 93% 93% jul-14 0% 90% ago-14 95% 94% sep-14 100% 87% oct-14 93% 91% nov-14 88% 89% dic-14 91% 89% YTD 93% 91% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR LEON Diagnós co de Sa sfacción con Venta JAGUAR JAGUAR LAND ROVER LEÓN # Entrevistas % Ponderación Mes 100% 1-Recomendar a (Dealer) a un amigo o conocido? 5% 2 2-Experiencia de compra y entrega de su nuevo Land Rover. 5% 4- Sa sfacción su JLR (modelo) Distribuidora # Entrevistas Año Nacional Medición Promedio Mes Promedio Año Promedio Mes Promedio Año 91% 93% 89% 91% 90% 64 95% 88% 92% 2 95% 64 95% 86% 93% 2 100% 64 94% 94% 96% 100% 64 92% 99% 97% 5- ¿Lo hicieron sen r bienvenido como cliente? 5% 2 6-Ambiente general de las instalaciones. 5% 2 80% 64 94% 95% 95% 7-Asesor de ventas muestra interés en entender sus necesidades? 5% 2 100% 64 99% 99% 97% 8-Conocimiento del vendedor sobre las caracterís cas de los modelos JLR y sus ventajas. 5% 2 95% 64 96% 96% 94% 9- ¿El empo inver do y la respuesta a sus necesidades fue el adecuado? 5% 2 100% 64 45% 97% 96% 10-¿Le ofrecieron una prueba de manejo? 10% 2 100% 64 100% 86% 86% 2 95% 64 98% 98% 99% 10a-Experiencia en la prueba de manejo. 11- ¿Su asesor de ventas lo estuvo informando durante el proceso de compra y entrega de su vehículo? 5% 2 100% 64 98% 86% 95% 12- Compra y/o contrato de financiamiento en cuanto a la explicación clara y exacta de la documentación. 5% 2 95% 64 45% 96% 95% 13- ¿Su asesor de ventas lo atendio en empo y forma? 5% 2 100% 64 98% 98% 96% 2 95% 64 99% 90% 91% 14-¿Cómo evaluaría el cumplimiento de los compromisos hechos por el vendedor con usted? 15-¿Proporciona información acerca de los modelos, accesorios y alterna vas de compra/financiamiento? 5% 2 100% 64 70% 91% 80% 16-¿Concidera que la agencia realizó un esfuerzo por garan zar su sa sfacción al momento de la entrega? 5% 2 90% 64 90% 97% 93% 17- ¿Se encuentra sa sfecho con la limpieza con que se le entregó el vehículo? 5% 2 95% 64 70% 93% 82% 18- El auto contaba con el tanque de gasolina lleno? 5% 2 100% 64 70% 93% 77% 2 100% 64 98% 71% 93% 19- Mecánicamente, su unidad se encontraba en excelentes condiciones? 20- Manual de propietario, requerimientos de mantenimiento, garan a, etc. 5% 2 80% 64 41% 82% 94% 21-Le brindaron información clara y exacta de las caracteris cas y funciones de su vehículo? 5% 2 90% 64 83% 89% 96% 22- ¿Lo ha contactado la agencia después de la entrega verificar si todo fue de su completa sa sfacción? 5% 2 50% 64 88% 57% 68% 23-¿Se le ofreció una orientación por parte del Departamento de Servicio? 5% 2 50% 64 90% 57% 67% 24-¿La entrega de su JLR se hizo en la fecha y hora acordada? 2 100% 64 45% 100% 92% 25-Recomendar a JLR a un amigo o conocido? 2 95% 64 43% 89% 93% Front Face Bussines S.A. de C.V. Peor que el Nacional -1 -0.5 Mejor que el Nacional 0 0.5 1 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR LEON Cumplimiento de Estándares de Ventas TRATO AMABLE Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago 30% Sep20% Oct10% Nov0% Dic 90% 98% 67% 89% 90% 100% 0% 97% 100% 100% 80% Ene Feb Mar Abr 80% May Jun Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 100% 100% 64% 58% 67% 0% 67% 67% 67% 90% Ene Feb Mar Abr 95% May Jun 2 2 2 2 2 2 2 2 2 2 2 2 98% 95% 89% 88% 92% 91% 84% 89% 77% 85% 85% Jul Ago Sep Oct Nov Dic 85% RECOMENDACIÓN 5 5 5 5 5 5 5 5 5 5 5 5 100% 97% 97% 95% 98% 96% 94% 96% 85% 98% 96% Jul Ago Sep Oct Nov Dic 90% INFORMACIÓN DE VENTA Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 93% 99% 100% 96% 67% 95% 66% 95% 69% 97% 63% 99% 0% 95% 67% 99% 75% 94% 75% 96% 91% 97% Ene Feb Mar Abr Jul Ago Sep Oct Nov Dic 96% May Jun 90% Ene 100% Feb 90% Mar 80% Abr 70% May 60% Jun50% Jul40% 30% Ago 20% Sep Oct10% Nov0% Dic 80% 98% 100% 100% 85% 100% 0% 97% 100% 100% 100% Ene Feb Mar Abr 80% May Jun 3 3 3 3 3 3 3 3 3 3 3 3 INSTALACIONES 6 6 6 6 6 6 6 6 6 6 6 6 99% 95% 92% 96% 91% 99% 95% 95% 91% 99% 97% Jul Ago Sep Oct Nov Dic 95% ENTREGA DE UNIDAD Ene 100% Feb 90% Mar 80% Abr 70% May 60% Jun50% Jul40% Ago 30% 20% Sep Oct10% Nov0% Dic 98% 90% 87% 86% 67% 96% 56% 89% 65% 94% 67% 88% 0% 98% 64% 94% 67% 89% 67% 90% 100% 94% Ene Feb Mar Abr Jul Ago Sep Oct Nov Dic 100% May Jun 88% Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 96% 100% 50% 40% 50% 0% 50% 50% 50% 100% Ene Feb Mar Abr 100% May Jun CONVENIENCIA Fuerzas - Áreas para Mantener 95% 98% 95% 93% 96% 98% 93% 98% 91% 95% 98% Jul Ago Sep Oct Nov Dic 98% Oportunidad de Mejora TIMEPO INVERTIDO Y LA RESPUESTA A LAS NECESIDADES DEL CLIENTE ADECUADO. CONTACTAR DESPUÉS DE LA COMPRA PARA VERIFICAR QUE TODO HAYA SIDO SATISFACTORIO. PRUEBA DE MANEJO. OFRECER ORIENTACIÓN POR PARTE DEL DEPARTAMENTO DE SERVICIO. ATIENDE EN TIEMPO Y FORMA. EXPLICACIÓN DE MANUAL DE PROPIETARIO, REQUERIMIENTO DE MANTENIMIENTO, GARANTÍA, ETC… BRINDA INFORMACIÓN CLARA Y EXACTA DE LAS CARACTERÍSTICAS Y FUNCIONES DE SU VEHÍCULO. AMBIENTE GENERAL DE LAS INSTALACIONES. Debilidades Amenazas Promedio de la medición Enero Febrero Marzo Abril Mayo Junio Julio Agosto Sep embre Octubre Noviembre Diciembre Total Solicitadas 9 3 13 3 3 5 0 4 4 8 5 7 64 Completadas 5 3 4 1 2 2 0 1 1 3 2 2 26 56% 100% 31% 33% 67% 40% 0% 25% 25% 38% 40% 29% 41% Ventas % Completadas Principales comentarios Front Face Bussines S.A. de C.V. SSI & CSI Diciembre, 2014 GUADALAJARA DICIEMBRE - 2014 Na onal Summary SSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 89% 82 / 44 90% 97 / 44 91% 54 / 24 91% PEDREGAL JAN SSI JLR 95% MASARYK JAN Available records / Interviews 86% 6/4 SSI JLR Available records / Interviews 11 / 6 100% FEB 99% FEB 86% Available records / Interviews 6/4 Available records / Interviews 31 / 7 100% MAR 86% MAR 91% Available records / Interviews 10 / 6 Available records / Interviews 10 / 3 1-Jan-00 APR 91% 87% 63 / 21 91% 78 / 31 89% 77 / 29 89% 42 / 14 755 325 91% # Records 12 Months # Interviews 12 Months PEDREGAL Average YTD 84 42 93% # Records 12 Months # Interviews 12 Months MASARYK Average YTD 166 66 90% Available Available records / MAY records / Interviews Interviews 8/6 97% 8/4 Available Available records / JUL records / Interviews Interviews 7/4 100% 8/3 JUN 98% 61% Available records / Interviews 3/2 100% Available records / Interviews 8/2 97% Available records / Interviews 8/3 0% Available records / Interviews 5/0 10 / 2 91% 11 / 6 92% 7/2 96% 6/2 98 40 93% # Records 12 Months # Interviews 12 Months 64 26 93% MAR Available records / Interviews APR SSI JLR 98% 2/1 93% 8/6 100% 1/1 92% MERIDA JAN Available records / Interviews FEB SSI JLR 80% 16 / 7 88% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 92% 14 / 8 92% 20 / 9 92% 5/4 81% PUEBLA JAN SSI JLR 83% CULIACÁN JAN SSI JLR 0% APR 100% APR 85% APR 94% APR 0% Available Available records / MAY records / Interviews Interviews 3/1 88% 3/2 Available Available records / MAY records / Interviews Interviews 5/4 94% 11 / 7 Available Available records / MAY records / Interviews Interviews 4/3 0% 3/0 Available Available records / MAY records / Interviews Interviews 10 / 3 100% 8/2 Available Available records / MAY records / Interviews Interviews 3/2 90% 2/1 Available Available records / MAY records / Interviews Interviews 0/0 100% 4/1 JUN 93% Available records / Interviews 5/2 JUL 0% Available records / Interviews 0/0 AUG 95% 91% 1-Jan-00 Available records / Interviews 8/3 SEP 100% OCT 88% 1-Jan-00 Available records / Interviews 4/1 OCT 93% NOV 84% Available records / Interviews 23 / 13 DIC 89% 94% 1-Jan-00 SEP Available records / Interviews 11 / 3 NOV 7/4 82% ##### AUG Available records / Interviews 14 / 3 OCT 94% 5/2 97% JUL Available records / Interviews 15 / 9 SEP 7/3 93% JUN Available records / Interviews 16 / 7 96% Available records / Interviews 2/2 96% 7/1 Available records / Interviews 10 / 3 AUG 5/2 Available records / Interviews 100% 51 / 26 95% FEB 85% 94% GUADALAJARA Average YTD Available records / Interviews Available records / Interviews 2/1 55 / 20 # Interviews 12 Months JAN MAR 90% # Records 12 Months MONTERREY Available records / Interviews 2/1 49 / 23 Available records / Interviews 95% FEB 93% 49 / 21 DIC SSI JLR Available records / Interviews 0/0 95% 58 / 28 Available records / Interviews JAN 97% Na onal Average YTD NOV LEON 88% # Interviews 12 Months Available records / Interviews 100% Available records / Interviews 2/2 # Records 12 Months OCT 6/2 MAR Available records / Interviews Available records / Interviews 92% Available records / Interviews 7/5 DIC SEP 12 / 5 FEB Available records / Interviews Available records / Interviews 90% Available records / Interviews 9/4 NOV AUG 15 / 9 83% Available records / Interviews Available records / Interviews 93% Available records / Interviews 5/1 OCT JUL SSI JLR MAR Available records / Interviews Available records / Interviews APR Available records / Interviews 8/4 SEP JUN Available records / Interviews 94% Available records / Interviews Available Available records / MAY records / Interviews Interviews MAR 98% AUG 1-Jan-00 Available records / Interviews Available records / Interviews 13 / 4 Available records / Interviews #### FEB MAR JUL 96% Available records / Interviews Available records / Interviews 3/3 Available records / Interviews 1-Jan-00 JAN FEB JUN Available Available records / MAY records / Interviews Interviews 18 / 8 100% 5/2 APR GUADALAJARA Available records / Interviews 9/5 Available Available records / MAY records / Interviews Interviews ##### Available records / Interviews 8/3 NOV 88% DIC 79% Available records / Interviews 7/4 ##### Available records / Interviews 5/2 DIC 91% Available records / Interviews 7/2 LEON Average YTD JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD 91% 8/4 90% 7/4 100% 6/2 90% 10 / 2 96% 13 / 5 100% 7/1 92% 8/3 86 40 95% # Records 12 Months # Interviews 12 Months MÉRIDA Average YTD 65 28 86% JUN 86% Available Available records / JUL records / Interviews Interviews 6/3 100% 5/2 AUG 79% Available records / Interviews 1/1 SEP 78% Available records / Interviews 7/4 OCT 89% Available records / Interviews 2/1 NOV 87% Available records / Interviews 8/2 DIC 0% Available records / Interviews 0/0 JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months INTERLOMAS Average YTD 89% 6/4 84% 8/1 92% 6/4 94% 10 / 4 93% 13 / 7 96% 12 / 5 88% 5/2 117 53 91% # Records 12 Months # Interviews 12 Months PUEBLA Average YTD 46 21 94% # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD 25 7 90% JUN 100% JUN 0% Available records / Interviews 2/1 Available records / Interviews 0/0 JUL 0% JUL 0% Available records / Interviews 2/0 Available records / Interviews 2/0 AUG 0% AUG 89% Available records / Interviews 3/0 Available records / Interviews 3/1 Front Face Bussines S.A. de C.V. SEP 98% SEP 0% Available records / Interviews 5/3 Available records / Interviews 0/0 OCT 100% OCT 76% Available records / Interviews 4/1 Available records / Interviews 8/3 NOV 89% NOV 0% Available Available records / DIC records / Interviews Interviews 5/1 100% 2/1 Available records / Interviews 2/0 DIC 0% Available records / Interviews 2/0 DICIEMBRE - 2014 Na onal Summary CSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months Na onal Average YTD CSI JLR 92% 281 / 124 92% 303 / 99 90% 304 / 103 90% 304 / 103 90% 323 / 129 89% 320 / 176 89% 387 / 158 89% 376 / 154 87% 415 / 167 88% 424 / 176 88% 315 / 130 90% 327 / 118 4079 1637 89% PEDREGAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PEDREGAL Average YDT CSI JLR 94% 21 / 11 92% 52 / 17 86% 43 / 14 89% 76 / 26 90% 79 / 33 90% 73 / 48 90% 79 / 32 88% 79 / 32 91% 85 / 34 86% 84 / 36 92% 35 / 19 86% 33 / 13 739 315 90% CEDROS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CEDROS Average YTD CSI JLR 98% 36 / 16 92% 57 / 19 94% 45 / 14 91% 27 / 9 91% 50 / 19 94% 25 / 14 87% 41 / 17 78% 58 / 23 81% 67 / 27 85% 67 / 28 97% 52 / 21 83% 40 / 15 565 222 89% MASARYK JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MASARYK Average YTD CSI JLR 92% 39 / 14 95% 23 / 8 91% 13 / 4 89% 46 / 15 74% 15 / 6 80% 16 / 8 88% 23 / 10 92% 18 / 8 83% 18 / 6 93% 22 / 9 88% 24 / 10 95% 25 / 11 286 114 89% GUADALAJARA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 88% 89 / 39 94% 100 / 30 93% 80 / 26 90% 45 / 15 91% 58 / 22 85% 74 / 31 84% 77 / 30 90% 83 / 34 84% 104 / 42 88% 101 / 46 87% 74 / 29 89% 78 / 29 963 373 89% LEON JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months LEON Average YTD CSI JLR 95% 20 / 8 93% 10 / 4 84% 38 / 12 96% 21 / 7 96% 33 / 14 91% 28 / 18 88% 34 / 14 91% 25 / 10 92% 34 / 14 92% 34 / 13 66% 25 / 9 95% 14 / 2 316 125 90% MONTERREY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD CSI JLR 93% 37 / 19 89% 27 / 9 91% 49 / 18 94% 30 / 11 90% 35 / 14 90% 68 / 34 91% 75 / 31 92% 53 / 22 90% 46 / 19 92% 65 / 23 87% 30 / 12 94% 60 / 19 575 231 91% MERIDA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MERIDA Average YTD CSI JLR 91% 34 / 14 84% 23 / 8 74% 16 / 6 85% 26 / 9 81% 25 / 8 88% 22 / 17 85% 25 / 10 93% 26 / 11 88% 25 / 10 76% 23 / 10 91% 39 / 14 89% 41 / 14 325 130 85% PUEBLA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PUEBLA Average YTD CSI JLR 92% 5/3 99% 11 / 4 93% 7/3 97% 9/3 93% 16 / 7 84% 11 / 5 94% 23 / 10 92% 17 / 7 91% 20 / 8 96% 15 / 8 85% 14 / 6 96% 16 / 7 164 71 93% CULIACÁN JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD CSI JLR 0% 0/0 0% 0/0 98% 13 / 6 84% 24 / 8 94% 11 / 5 100% 3/1 95% 10 / 4 91% 16 / 7 88% 16 / 7 83% 13 / 3 88% 14 / 6 87% 15 / 6 135 53 91% COUNTRY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months COUNTRY Average YTD CSI JLR 0% 0/0 0% 0/0 98% 6/2 0% 0/0 100% 1/1 0% 0/0 0% 0/0 0% 1/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 7 2 99% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 78% 8/4 100% 5/2 13 6 Front Face Bussines S.A. de C.V. GUADALAJARA Average YTD INTERLOMAS Average YTD 89% DICIEMBRE - 2014 SSI - Registros Erróneos Ventas Jaguar & Land Rover Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 CSI - Registros Erróneos Servicio Jaguar & Land Rover Dealer JAGUAR LAND ROVER GUADALAJARA Datos Incompletos, Color, TELÉFONO Nombre cliente ALZATI PIMENTEL ALFREDO AUTOS BELLOS S.A. DE C.V. DE LA TORRE IBARA LUCIA EUROCAVSA SA DE CV EUROCAVSA SA DE CV MARTINEZ MARTINEZ BLASARA GRISELDA OCTAVIO MUNGUIA POUNCE CONSULTING SA DE CV Total general Front Face Bussines S.A. de C.V. Vin SALVS2BG1DH824238 SALVS2BG9DH741429 SALWA2EF6EA318313 SALVA2BG7H958516 SALVA2BG6FH961312 SALAG2DA7DA669643 SALMF13498A277071 SALWA2ED9EA377937 Cuenta de Vin 1 1 1 1 1 1 1 1 8 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR GUADALAJARA Sa sfacción General con Ventas 100% 90% 80% 70% 60% GUADALAJARA 50% Nacional 40% 30% 20% 10% 0% Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 YTD Promedio 12 meses Front Face Bussines S.A. de C.V. GUADALAJARA Nacional ene-14 93% 89% feb-14 90% 90% mar-14 92% 91% abr-14 100% 91% may-14 93% 95% jun-14 95% 93% jul-14 96% 90% ago-14 94% 94% sep-14 89% 87% oct-14 91% 91% nov-14 92% 89% dic-14 96% 89% YTD 93% 91% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR GUADALAJARA Diagnós co de Sa sfacción con Venta JAGUAR Distribuidora JAGUAR LAND ROVER INTERLOMAS # Entrevistas # Entrevistas % Ponderación Promedio Mes Mes Año 100% 5% 2 2-Experiencia de compra y entrega de su nuevo Land Rover. 5% Medición Promedio Mes Promedio Año 91% 89% 91% 88% 1-Recomendar a (Dealer) a un amigo o conocido? 4- Sa sfacción su JLR (modelo) Nacional Promedio Año 100% 117 90% 88% 92% 2 90% 117 92% 86% 93% 2 100% 117 93% 94% 96% 5- ¿Lo hicieron sen r bienvenido como cliente? 5% 2 100% 117 97% 99% 97% 6-Ambiente general de las instalaciones. 5% 2 100% 117 98% 95% 95% 7-Asesor de ventas muestra interés en entender sus necesidades? 5% 2 100% 117 94% 99% 97% 8-Conocimiento del vendedor sobre las caracterís cas de los modelos JLR y sus ventajas. 5% 2 90% 117 92% 96% 94% 9- ¿El empo inver do y la respuesta a sus necesidades fue el adecuado? 5% 2 95% 117 94% 97% 96% 10-¿Le ofrecieron una prueba de manejo? 10% 2 100% 117 91% 86% 86% 2 100% 117 100% 98% 99% 10a-Experiencia en la prueba de manejo. 11- ¿Su asesor de ventas lo estuvo informando durante el proceso de compra y entrega de su vehículo? 5% 2 100% 117 94% 86% 95% 12- Compra y/o contrato de financiamiento en cuanto a la explicación clara y exacta de la documentación. 5% 2 95% 117 95% 96% 95% 13- ¿Su asesor de ventas lo atendio en empo y forma? 5% 2 100% 117 95% 98% 96% 2 90% 117 89% 90% 91% 14-¿Cómo evaluaría el cumplimiento de los compromisos hechos por el vendedor con usted? 15-¿Proporciona información acerca de los modelos, accesorios y alterna vas de compra/financiamiento? 5% 2 55% 117 74% 91% 80% 16-¿Concidera que la agencia realizó un esfuerzo por garan zar su sa sfacción al momento de la entrega? 5% 2 100% 117 90% 97% 93% 17- ¿Se encuentra sa sfecho con la limpieza con que se le entregó el vehículo? 5% 2 85% 117 80% 93% 82% 18- El auto contaba con el tanque de gasolina lleno? 5% 2 100% 117 81% 93% 77% 2 100% 117 91% 71% 93% 19- Mecánicamente, su unidad se encontraba en excelentes condiciones? 20- Manual de propietario, requerimientos de mantenimiento, garan a, etc. 5% 2 75% 117 92% 82% 94% 21-Le brindaron información clara y exacta de las caracteris cas y funciones de su vehículo? 5% 2 80% 117 94% 89% 96% 22- ¿Lo ha contactado la agencia después de la entrega verificar si todo fue de su completa sa sfacción? 5% 2 50% 117 80% 57% 68% 23-¿Se le ofreció una orientación por parte del Departamento de Servicio? 5% 2 50% 117 66% 57% 67% 24-¿La entrega de su JLR se hizo en la fecha y hora acordada? 2 100% 117 98% 100% 92% 25-Recomendar a JLR a un amigo o conocido? 2 100% 117 95% 89% 93% Front Face Bussines S.A. de C.V. Peor que el Nacional -1 -0.5 Mejor que el Nacional 0 0.5 1 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR GUADALAJARA Cumplimiento de Estándares de Ventas TRATO AMABLE Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 100% 98% 98% 95% 100% 89% 100% 88% 83% 92% 100% 91% 89% 84% 90% 89% 83% 77% 81% 85% 80% 85% Ene Feb Mar Abr Jul Ago Sep Oct Nov Dic 100% May Jun 85% Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 98% 99% 100% 93% 98% 100% 100% 95% 70% 96% 98% Ene Feb Mar Abr 55% May Jun 2 2 2 2 2 2 2 2 2 2 2 2 RECOMENDACIÓN 5 5 5 5 5 5 5 5 5 5 5 5 100% 97% 97% 95% 98% 96% 94% 96% 85% 98% 96% Jul Ago#¡DIV/0! Sep Oct Nov Dic 90% INFORMACIÓN DE VENTA Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 95% 99% 99% 96% 98% 95% 100% 95% 95% 97% 100% 99% 99% 95% 98% 99% 99% 94% 97% 96% 98% 97% Ene Feb Mar 100% Abr May Jun 90% Jul Ago Sep Oct Nov Dic Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 96% 97% 100% 100% 90% 100% 97% 98% 100% 100% 100% Ene Feb Mar 100% Abr May Jun 3 3 3 3 3 3 3 3 3 3 3 3 INSTALACIONES 6 6 6 6 6 6 6 6 6 6 6 6 99% 95% 92% 96% 91% 99% 95% 95% 91% 99% 97% Jul Ago Sep Oct Nov Dic 95% ENTREGA DE UNIDAD Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 84% 90% 89% 86% 100% 96% 67% 89% 67% 94% 100% 88% 100% 98% 100% 94% 100% 89% 100% 90% 100% 94% Ene Feb Mar Abr Jul Ago Sep Oct Nov Dic 83% May Jun 88% Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 96% 96% 100% 100% 98% 100% 100% 98% 100% 98% 95% Ene Feb Mar Abr 100% May Jun CONVENIENCIA Fuerzas - Áreas para Mantener 95% 98% 95% 93% 96% 98% 93% 98% 91% 95% 98% Jul Ago Sep Oct Nov Dic 98% Oportunidad de Mejora OFRECE PRUEBA DE MANEJO. CUMPLIMIENTO DE LOS COMPROMISOS HECHOS CON EL CLIENTE. TANQUE DE GASOLINA LLENO. LIMPIEZA DEL VEHÍCULO. ATIENDE TIEMPO Y FORMA. Debilidades Amenazas UNIDAD NO SE ENTREGA EN EXCELENTES CONDICIONES MACÁNICAS. Promedio de la medición Enero Febrero Marzo Abril Mayo Junio Julio Agosto Sep embre Octubre Noviembre Diciembre Total Solicitadas 15 12 6 7 5 5 7 7 10 11 7 6 98 Completadas 9 5 2 1 2 2 3 4 2 6 2 2 40 60% 42% 33% 14% 40% 40% 43% 57% 20% 55% 29% 33% 41% Ventas % Completadas Principales comentarios BUENA ATENCIÓN. VEHÍCULO DEFECTUOSO. Front Face Bussines S.A. de C.V. SSI & CSI Diciembre, 2014 INTERLOMAS DICIEMBRE - 2014 Na onal Summary SSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 89% 82 / 44 90% 97 / 44 91% 54 / 24 91% PEDREGAL JAN SSI JLR 95% MASARYK JAN Available records / Interviews 86% 6/4 SSI JLR Available records / Interviews 11 / 6 100% FEB 99% FEB 86% Available records / Interviews 6/4 Available records / Interviews 31 / 7 100% MAR 86% MAR 91% Available records / Interviews 10 / 6 Available records / Interviews 10 / 3 1-Jan-00 APR 91% 87% 63 / 21 91% 78 / 31 89% 77 / 29 89% 42 / 14 755 325 91% # Records 12 Months # Interviews 12 Months PEDREGAL Average YTD 84 42 93% # Records 12 Months # Interviews 12 Months MASARYK Average YTD 166 66 90% Available Available records / MAY records / Interviews Interviews 8/6 97% 8/4 Available Available records / JUL records / Interviews Interviews 7/4 100% 8/3 JUN 98% 61% Available records / Interviews 3/2 100% Available records / Interviews 8/2 97% Available records / Interviews 8/3 0% Available records / Interviews 5/0 10 / 2 91% 11 / 6 92% 7/2 96% 6/2 98 40 93% # Records 12 Months # Interviews 12 Months 64 26 93% MAR Available records / Interviews APR SSI JLR 98% 2/1 93% 8/6 100% 1/1 92% MERIDA JAN Available records / Interviews FEB SSI JLR 80% 16 / 7 88% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 92% 14 / 8 92% 20 / 9 92% 5/4 81% PUEBLA JAN SSI JLR 83% CULIACÁN JAN SSI JLR 0% APR 100% APR 85% APR 94% APR 0% Available Available records / MAY records / Interviews Interviews 3/1 88% 3/2 Available Available records / MAY records / Interviews Interviews 5/4 94% 11 / 7 Available Available records / MAY records / Interviews Interviews 4/3 0% 3/0 Available Available records / MAY records / Interviews Interviews 10 / 3 100% 8/2 Available Available records / MAY records / Interviews Interviews 3/2 90% 2/1 Available Available records / MAY records / Interviews Interviews 0/0 100% 4/1 JUN 93% Available records / Interviews 5/2 JUL 0% Available records / Interviews 0/0 AUG 95% 91% 1-Jan-00 Available records / Interviews 8/3 SEP 100% OCT 88% 1-Jan-00 Available records / Interviews 4/1 OCT 93% NOV 84% Available records / Interviews 23 / 13 DIC 89% 94% 1-Jan-00 SEP Available records / Interviews 11 / 3 NOV 7/4 82% ##### AUG Available records / Interviews 14 / 3 OCT 94% 5/2 97% JUL Available records / Interviews 15 / 9 SEP 7/3 93% JUN Available records / Interviews 16 / 7 96% Available records / Interviews 2/2 96% 7/1 Available records / Interviews 10 / 3 AUG 5/2 Available records / Interviews 100% 51 / 26 95% FEB 85% 94% GUADALAJARA Average YTD Available records / Interviews Available records / Interviews 2/1 55 / 20 # Interviews 12 Months JAN MAR 90% # Records 12 Months MONTERREY Available records / Interviews 2/1 49 / 23 Available records / Interviews 95% FEB 93% 49 / 21 DIC SSI JLR Available records / Interviews 0/0 95% 58 / 28 Available records / Interviews JAN 97% Na onal Average YTD NOV LEON 88% # Interviews 12 Months Available records / Interviews 100% Available records / Interviews 2/2 # Records 12 Months OCT 6/2 MAR Available records / Interviews Available records / Interviews 92% Available records / Interviews 7/5 DIC SEP 12 / 5 FEB Available records / Interviews Available records / Interviews 90% Available records / Interviews 9/4 NOV AUG 15 / 9 83% Available records / Interviews Available records / Interviews 93% Available records / Interviews 5/1 OCT JUL SSI JLR MAR Available records / Interviews Available records / Interviews APR Available records / Interviews 8/4 SEP JUN Available records / Interviews 94% Available records / Interviews Available Available records / MAY records / Interviews Interviews MAR 98% AUG 1-Jan-00 Available records / Interviews Available records / Interviews 13 / 4 Available records / Interviews #### FEB MAR JUL 96% Available records / Interviews Available records / Interviews 3/3 Available records / Interviews 1-Jan-00 JAN FEB JUN Available Available records / MAY records / Interviews Interviews 18 / 8 100% 5/2 APR GUADALAJARA Available records / Interviews 9/5 Available Available records / MAY records / Interviews Interviews ##### Available records / Interviews 8/3 NOV 88% DIC 79% Available records / Interviews 7/4 ##### Available records / Interviews 5/2 DIC 91% Available records / Interviews 7/2 LEON Average YTD JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD 91% 8/4 90% 7/4 100% 6/2 90% 10 / 2 96% 13 / 5 100% 7/1 92% 8/3 86 40 95% # Records 12 Months # Interviews 12 Months MÉRIDA Average YTD 65 28 86% JUN 86% Available Available records / JUL records / Interviews Interviews 6/3 100% 5/2 AUG 79% Available records / Interviews 1/1 SEP 78% Available records / Interviews 7/4 OCT 89% Available records / Interviews 2/1 NOV 87% Available records / Interviews 8/2 DIC 0% Available records / Interviews 0/0 JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months INTERLOMAS Average YTD 89% 6/4 84% 8/1 92% 6/4 94% 10 / 4 93% 13 / 7 96% 12 / 5 88% 5/2 117 53 91% # Records 12 Months # Interviews 12 Months PUEBLA Average YTD 46 21 94% # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD 25 7 90% JUN 100% JUN 0% Available records / Interviews 2/1 Available records / Interviews 0/0 JUL 0% JUL 0% Available records / Interviews 2/0 Available records / Interviews 2/0 AUG 0% AUG 89% Available records / Interviews 3/0 Available records / Interviews 3/1 Front Face Bussines S.A. de C.V. SEP 98% SEP 0% Available records / Interviews 5/3 Available records / Interviews 0/0 OCT 100% OCT 76% Available records / Interviews 4/1 Available records / Interviews 8/3 NOV 89% NOV 0% Available Available records / DIC records / Interviews Interviews 5/1 100% 2/1 Available records / Interviews 2/0 DIC 0% Available records / Interviews 2/0 DICIEMBRE - 2014 Na onal Summary CSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months Na onal Average YTD CSI JLR 92% 281 / 124 92% 303 / 99 90% 304 / 103 90% 304 / 103 90% 323 / 129 89% 320 / 176 89% 387 / 158 89% 376 / 154 87% 415 / 167 88% 424 / 176 88% 315 / 130 90% 327 / 118 4079 1637 89% PEDREGAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PEDREGAL Average YDT CSI JLR 94% 21 / 11 92% 52 / 17 86% 43 / 14 89% 76 / 26 90% 79 / 33 90% 73 / 48 90% 79 / 32 88% 79 / 32 91% 85 / 34 86% 84 / 36 92% 35 / 19 86% 33 / 13 739 315 90% CEDROS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CEDROS Average YTD CSI JLR 98% 36 / 16 92% 57 / 19 94% 45 / 14 91% 27 / 9 91% 50 / 19 94% 25 / 14 87% 41 / 17 78% 58 / 23 81% 67 / 27 85% 67 / 28 97% 52 / 21 83% 40 / 15 565 222 89% MASARYK JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MASARYK Average YTD CSI JLR 92% 39 / 14 95% 23 / 8 91% 13 / 4 89% 46 / 15 74% 15 / 6 80% 16 / 8 88% 23 / 10 92% 18 / 8 83% 18 / 6 93% 22 / 9 88% 24 / 10 95% 25 / 11 286 114 89% GUADALAJARA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 88% 89 / 39 94% 100 / 30 93% 80 / 26 90% 45 / 15 91% 58 / 22 85% 74 / 31 84% 77 / 30 90% 83 / 34 84% 104 / 42 88% 101 / 46 87% 74 / 29 89% 78 / 29 963 373 89% LEON JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months LEON Average YTD CSI JLR 95% 20 / 8 93% 10 / 4 84% 38 / 12 96% 21 / 7 96% 33 / 14 91% 28 / 18 88% 34 / 14 91% 25 / 10 92% 34 / 14 92% 34 / 13 66% 25 / 9 95% 14 / 2 316 125 90% MONTERREY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD CSI JLR 93% 37 / 19 89% 27 / 9 91% 49 / 18 94% 30 / 11 90% 35 / 14 90% 68 / 34 91% 75 / 31 92% 53 / 22 90% 46 / 19 92% 65 / 23 87% 30 / 12 94% 60 / 19 575 231 91% MERIDA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MERIDA Average YTD CSI JLR 91% 34 / 14 84% 23 / 8 74% 16 / 6 85% 26 / 9 81% 25 / 8 88% 22 / 17 85% 25 / 10 93% 26 / 11 88% 25 / 10 76% 23 / 10 91% 39 / 14 89% 41 / 14 325 130 85% PUEBLA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PUEBLA Average YTD CSI JLR 92% 5/3 99% 11 / 4 93% 7/3 97% 9/3 93% 16 / 7 84% 11 / 5 94% 23 / 10 92% 17 / 7 91% 20 / 8 96% 15 / 8 85% 14 / 6 96% 16 / 7 164 71 93% CULIACÁN JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD CSI JLR 0% 0/0 0% 0/0 98% 13 / 6 84% 24 / 8 94% 11 / 5 100% 3/1 95% 10 / 4 91% 16 / 7 88% 16 / 7 83% 13 / 3 88% 14 / 6 87% 15 / 6 135 53 91% COUNTRY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months COUNTRY Average YTD CSI JLR 0% 0/0 0% 0/0 98% 6/2 0% 0/0 100% 1/1 0% 0/0 0% 0/0 0% 1/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 7 2 99% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 78% 8/4 100% 5/2 13 6 Front Face Bussines S.A. de C.V. GUADALAJARA Average YTD INTERLOMAS Average YTD 89% DICIEMBRE - 2014 SSI - Registros Erróneos Ventas Jaguar & Land Rover Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 CSI - Registros Erróneos Servicio Jaguar & Land Rover Dealer JAGUAR LAND ROVER CEDROS Datos Incompletos, Color, TELÉFONO Nombre cliente JORGE ENRIQUE TOLEDO LUIS GONZALEZ JOSE RAUL RAMIREZ SUSANA MAGLIONE DIEGO NICOLAS DE INES JOSE ANTONIO BASTON PATIÑO LEONARDO NANKIN ANTONIO MORALES MARCOS REZA RUTH GONZALEZ ROBERTO CALDERON ORTIZ Total general Front Face Bussines S.A. de C.V. Vin Cuenta de Vin SALAG2D45DA673481 1 SAJYA05B3CLS24345 1 SALFP24N18H054369 1 SALVS2BG5DH820340 1 SALDVBR85DA441428 1 SALWA2EF7EA314173 1 SALAG2D44CA633603 1 SALSH2E4XBA272294 1 SALAG2V6XEA700143 1 SALSH2E47DA770424 1 SALAG2D48BA581892 1 11 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR INTERLOMAS Sa sfacción General con Ventas 100% 90% 80% 70% 60% INTERLOMAS 50% Nacional 40% 30% 20% 10% 0% Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 YTD Promedio 12 meses Front Face Bussines S.A. de C.V. INTERLOMAS Nacional ene-14 94% 91% feb-14 92% 89% mar-14 92% 90% abr-14 92% 91% may-14 81% 91% jun-14 100% 95% jul-14 89% 93% ago-14 84% 90% sep-14 92% 94% oct-14 93% 91% nov-14 96% 89% dic-14 88% 89% YTD 91% 91% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR INTERLOMAS Diagnós co de Sa sfacción con Venta JAGUAR Distribuidora JAGUAR LAND ROVER INTERLOMAS # Entrevistas # Entrevistas % Ponderación Promedio Mes Mes Año 100% 5% 2 2-Experiencia de compra y entrega de su nuevo Land Rover. 5% Medición Promedio Mes Promedio Año 91% 89% 91% 88% 1-Recomendar a (Dealer) a un amigo o conocido? 4- Sa sfacción su JLR (modelo) Nacional Promedio Año 100% 117 90% 88% 92% 2 90% 117 92% 86% 93% 2 100% 117 93% 94% 96% 5- ¿Lo hicieron sen r bienvenido como cliente? 5% 2 100% 117 97% 99% 97% 6-Ambiente general de las instalaciones. 5% 2 100% 117 98% 95% 95% 7-Asesor de ventas muestra interés en entender sus necesidades? 5% 2 100% 117 94% 99% 97% 8-Conocimiento del vendedor sobre las caracterís cas de los modelos JLR y sus ventajas. 5% 2 90% 117 92% 96% 94% 9- ¿El empo inver do y la respuesta a sus necesidades fue el adecuado? 5% 2 95% 117 94% 97% 96% 10-¿Le ofrecieron una prueba de manejo? 10% 2 100% 117 91% 86% 86% 2 100% 117 100% 98% 99% 10a-Experiencia en la prueba de manejo. 11- ¿Su asesor de ventas lo estuvo informando durante el proceso de compra y entrega de su vehículo? 5% 2 100% 117 94% 86% 95% 12- Compra y/o contrato de financiamiento en cuanto a la explicación clara y exacta de la documentación. 5% 2 95% 117 95% 96% 95% 13- ¿Su asesor de ventas lo atendio en empo y forma? 5% 2 100% 117 95% 98% 96% 2 90% 117 89% 90% 91% 14-¿Cómo evaluaría el cumplimiento de los compromisos hechos por el vendedor con usted? 15-¿Proporciona información acerca de los modelos, accesorios y alterna vas de compra/financiamiento? 5% 2 55% 117 74% 91% 80% 16-¿Concidera que la agencia realizó un esfuerzo por garan zar su sa sfacción al momento de la entrega? 5% 2 100% 117 90% 97% 93% 17- ¿Se encuentra sa sfecho con la limpieza con que se le entregó el vehículo? 5% 2 85% 117 80% 93% 82% 18- El auto contaba con el tanque de gasolina lleno? 5% 2 100% 117 81% 93% 77% 2 100% 117 91% 71% 93% 19- Mecánicamente, su unidad se encontraba en excelentes condiciones? 20- Manual de propietario, requerimientos de mantenimiento, garan a, etc. 5% 2 75% 117 92% 82% 94% 21-Le brindaron información clara y exacta de las caracteris cas y funciones de su vehículo? 5% 2 80% 117 94% 89% 96% 22- ¿Lo ha contactado la agencia después de la entrega verificar si todo fue de su completa sa sfacción? 5% 2 50% 117 80% 57% 68% 23-¿Se le ofreció una orientación por parte del Departamento de Servicio? 5% 2 50% 117 66% 57% 67% 24-¿La entrega de su JLR se hizo en la fecha y hora acordada? 2 100% 117 98% 100% 92% 25-Recomendar a JLR a un amigo o conocido? 2 100% 117 95% 89% 93% Front Face Bussines S.A. de C.V. Peor que el Nacional -1 -0.5 Mejor que el Nacional 0 0.5 1 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR INTERLOMAS Cumplimiento de Estándares de Ventas TRATO AMABLE Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 98% 100% 95% 94% 89% 81% 88% 100% 92% 76% 91% 90% 84% 89% 89% 84% 77% 100% 85% 93% 85% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 83% 85% Dic 100% Ene 90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 85% 100% 100% 97% 99% 97% 89% 95% 100% 98% 76% 96% 87% 94% 97% 96% 89% 85% 98% 98% 99% 96% Ene Mar Abr May Jun Jul Ago Sep Oct Nov Dic 100% 90% 2 2 2 2 2 2 2 2 2 2 2 2 RECOMENDACIÓN Dic 5 5 5 5 5 5 5 5 5 5 5 5 INFORMACIÓN DE VENTA Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 100% 97% 98% 81% 100% 94% 88% 99% 99% 94% 100% Ene Feb Mar Abr May Jun 83% 3 3 3 3 3 3 3 3 3 3 3 3 99% 96% 95% 95% 97% 99% 95% 99% 94% 96% 97% Jul Ago Sep Oct Nov Dic 90% INSTALACIONES Dic 100% Ene90% Mar 80% Abr70% 60% May Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic Dic 6 6 6 6 6 6 6 6 6 6 6 6 98% 99% 100% 95% 100% 92% 100% 96% 95% 91% 93% 99% 100% 95% 98% 95% 95% 91% 100% 99% 98% 97% Ene Mar Abr May Jun Jul Ago Sep Oct Nov Dic 100% 95% ENTREGA DE UNIDAD Ene 100% Feb 90% Mar 80% 70% Abr 60% May Jun50% Jul40% 30% Ago 20% Sep 10% Oct Nov0% Dic 95% 95% 100% 100% 100% 83% 100% 92% 92% 95% 100% Ene Feb Mar Abr May Jun 100% 90% 86% 96% 89% 94% 88% 98% 94% 89% 90% 94% Jul Ago Sep Oct Nov Dic 88% Ene 100% Feb90% Mar 80% Abr70% 60% May Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 95% 100% 98% 95% 95% 77% 93% 100% 96% 89% 98% 85% 93% 98% 98% 100% 91% 95% 95% 100% 98% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 98% 98% CONVENIENCIA Fuerzas - Áreas para Mantener Oportunidad de Mejora MUESTRA INTERÉS POR ENTENDER LAS NECESIDADES DEL CLIENTE. PROPORCIONAR INFORMACIÓN ACERCA DE LOS MODELOS, ACCESORIOS Y ALTERNATIVAS DE COMPRA. OFRECE PRUEBA DE MANEJO. LIMPIEZA DEL VEHÍCULO. TANQUE DE GASOLINA LLENO. CONTACTAR DESPUÉS DE LA ENTREGA PARA VERIFICAR QUE TODO HAYA SIDO SATISFACTORIO. UNIDAD SE ENTREGA EN EXCELENTES CONDICIONES MECÁNICAS. OFRECER ORIENTACIÓN POR PARTE DEL DEPARTAMENTO DE POST VENTA. Debilidades Amenazas Promedio de la medición Enero Febrero Marzo Abril Mayo Junio Julio Agosto Sep embre Octubre Noviembre Diciembre Total Solicitadas 14 20 5 10 8 6 8 6 10 13 12 5 117 Completadas 8 9 4 3 2 4 1 4 4 7 5 2 53 57% 45% 80% 30% 25% 67% 13% 67% 40% 54% 42% 40% 45% Ventas % Completadas Principales comentarios NO PROPORCIONARON INFORMACIÓN ACERCA DE LAS FUNCIONES Y CARACTERÍSTICAS DE LA UNIDAD. TAMPOCO EXPLICARON EL MANUAL DE PROPIETARIO, REQUERIMIENTOS Y PRECIOS DE MANTENIMIENTO, INFORMACIÓN DE LA GARANTÍA Y SERVICIO DE ASISTENCIA. Front Face Bussines S.A. de C.V. SSI & CSI Diciembre, 2014 MASARYK DICIEMBRE - 2014 Na onal Summary SSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 89% 82 / 44 90% 97 / 44 91% 54 / 24 91% PEDREGAL JAN SSI JLR 95% MASARYK JAN Available records / Interviews 86% 6/4 SSI JLR Available records / Interviews 11 / 6 100% FEB 99% FEB 86% Available records / Interviews 6/4 Available records / Interviews 31 / 7 100% MAR 86% MAR 91% Available records / Interviews 10 / 6 Available records / Interviews 10 / 3 1-Jan-00 APR 91% 87% 63 / 21 91% 78 / 31 89% 77 / 29 89% 42 / 14 755 325 91% # Records 12 Months # Interviews 12 Months PEDREGAL Average YTD 84 42 93% # Records 12 Months # Interviews 12 Months MASARYK Average YTD 166 66 90% Available Available records / MAY records / Interviews Interviews 8/6 97% 8/4 Available Available records / JUL records / Interviews Interviews 7/4 100% 8/3 JUN 98% 61% Available records / Interviews 3/2 100% Available records / Interviews 8/2 97% Available records / Interviews 8/3 0% Available records / Interviews 5/0 10 / 2 91% 11 / 6 92% 7/2 96% 6/2 98 40 93% # Records 12 Months # Interviews 12 Months 64 26 93% MAR Available records / Interviews APR SSI JLR 98% 2/1 93% 8/6 100% 1/1 92% MERIDA JAN Available records / Interviews FEB SSI JLR 80% 16 / 7 88% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR SSI JLR 92% 14 / 8 92% 20 / 9 92% 5/4 81% PUEBLA JAN SSI JLR 83% CULIACÁN JAN SSI JLR 0% APR 100% APR 85% APR 94% APR 0% Available Available records / MAY records / Interviews Interviews 3/1 88% 3/2 Available Available records / MAY records / Interviews Interviews 5/4 94% 11 / 7 Available Available records / MAY records / Interviews Interviews 4/3 0% 3/0 Available Available records / MAY records / Interviews Interviews 10 / 3 100% 8/2 Available Available records / MAY records / Interviews Interviews 3/2 90% 2/1 Available Available records / MAY records / Interviews Interviews 0/0 100% 4/1 JUN 93% Available records / Interviews 5/2 JUL 0% Available records / Interviews 0/0 AUG 95% 91% 1-Jan-00 Available records / Interviews 8/3 SEP 100% OCT 88% 1-Jan-00 Available records / Interviews 4/1 OCT 93% NOV 84% Available records / Interviews 23 / 13 DIC 89% 94% 1-Jan-00 SEP Available records / Interviews 11 / 3 NOV 7/4 82% ##### AUG Available records / Interviews 14 / 3 OCT 94% 5/2 97% JUL Available records / Interviews 15 / 9 SEP 7/3 93% JUN Available records / Interviews 16 / 7 96% Available records / Interviews 2/2 96% 7/1 Available records / Interviews 10 / 3 AUG 5/2 Available records / Interviews 100% 51 / 26 95% FEB 85% 94% GUADALAJARA Average YTD Available records / Interviews Available records / Interviews 2/1 55 / 20 # Interviews 12 Months JAN MAR 90% # Records 12 Months MONTERREY Available records / Interviews 2/1 49 / 23 Available records / Interviews 95% FEB 93% 49 / 21 DIC SSI JLR Available records / Interviews 0/0 95% 58 / 28 Available records / Interviews JAN 97% Na onal Average YTD NOV LEON 88% # Interviews 12 Months Available records / Interviews 100% Available records / Interviews 2/2 # Records 12 Months OCT 6/2 MAR Available records / Interviews Available records / Interviews 92% Available records / Interviews 7/5 DIC SEP 12 / 5 FEB Available records / Interviews Available records / Interviews 90% Available records / Interviews 9/4 NOV AUG 15 / 9 83% Available records / Interviews Available records / Interviews 93% Available records / Interviews 5/1 OCT JUL SSI JLR MAR Available records / Interviews Available records / Interviews APR Available records / Interviews 8/4 SEP JUN Available records / Interviews 94% Available records / Interviews Available Available records / MAY records / Interviews Interviews MAR 98% AUG 1-Jan-00 Available records / Interviews Available records / Interviews 13 / 4 Available records / Interviews #### FEB MAR JUL 96% Available records / Interviews Available records / Interviews 3/3 Available records / Interviews 1-Jan-00 JAN FEB JUN Available Available records / MAY records / Interviews Interviews 18 / 8 100% 5/2 APR GUADALAJARA Available records / Interviews 9/5 Available Available records / MAY records / Interviews Interviews ##### Available records / Interviews 8/3 NOV 88% DIC 79% Available records / Interviews 7/4 ##### Available records / Interviews 5/2 DIC 91% Available records / Interviews 7/2 LEON Average YTD JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD 91% 8/4 90% 7/4 100% 6/2 90% 10 / 2 96% 13 / 5 100% 7/1 92% 8/3 86 40 95% # Records 12 Months # Interviews 12 Months MÉRIDA Average YTD 65 28 86% JUN 86% Available Available records / JUL records / Interviews Interviews 6/3 100% 5/2 AUG 79% Available records / Interviews 1/1 SEP 78% Available records / Interviews 7/4 OCT 89% Available records / Interviews 2/1 NOV 87% Available records / Interviews 8/2 DIC 0% Available records / Interviews 0/0 JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months INTERLOMAS Average YTD 89% 6/4 84% 8/1 92% 6/4 94% 10 / 4 93% 13 / 7 96% 12 / 5 88% 5/2 117 53 91% # Records 12 Months # Interviews 12 Months PUEBLA Average YTD 46 21 94% # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD 25 7 90% JUN 100% JUN 0% Available records / Interviews 2/1 Available records / Interviews 0/0 JUL 0% JUL 0% Available records / Interviews 2/0 Available records / Interviews 2/0 AUG 0% AUG 89% Available records / Interviews 3/0 Available records / Interviews 3/1 Front Face Bussines S.A. de C.V. SEP 98% SEP 0% Available records / Interviews 5/3 Available records / Interviews 0/0 OCT 100% OCT 76% Available records / Interviews 4/1 Available records / Interviews 8/3 NOV 89% NOV 0% Available Available records / DIC records / Interviews Interviews 5/1 100% 2/1 Available records / Interviews 2/0 DIC 0% Available records / Interviews 2/0 DICIEMBRE - 2014 Na onal Summary CSI NATIONAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months Na onal Average YTD CSI JLR 92% 281 / 124 92% 303 / 99 90% 304 / 103 90% 304 / 103 90% 323 / 129 89% 320 / 176 89% 387 / 158 89% 376 / 154 87% 415 / 167 88% 424 / 176 88% 315 / 130 90% 327 / 118 4079 1637 89% PEDREGAL JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PEDREGAL Average YDT CSI JLR 94% 21 / 11 92% 52 / 17 86% 43 / 14 89% 76 / 26 90% 79 / 33 90% 73 / 48 90% 79 / 32 88% 79 / 32 91% 85 / 34 86% 84 / 36 92% 35 / 19 86% 33 / 13 739 315 90% CEDROS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CEDROS Average YTD CSI JLR 98% 36 / 16 92% 57 / 19 94% 45 / 14 91% 27 / 9 91% 50 / 19 94% 25 / 14 87% 41 / 17 78% 58 / 23 81% 67 / 27 85% 67 / 28 97% 52 / 21 83% 40 / 15 565 222 89% MASARYK JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MASARYK Average YTD CSI JLR 92% 39 / 14 95% 23 / 8 91% 13 / 4 89% 46 / 15 74% 15 / 6 80% 16 / 8 88% 23 / 10 92% 18 / 8 83% 18 / 6 93% 22 / 9 88% 24 / 10 95% 25 / 11 286 114 89% GUADALAJARA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 88% 89 / 39 94% 100 / 30 93% 80 / 26 90% 45 / 15 91% 58 / 22 85% 74 / 31 84% 77 / 30 90% 83 / 34 84% 104 / 42 88% 101 / 46 87% 74 / 29 89% 78 / 29 963 373 89% LEON JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months LEON Average YTD CSI JLR 95% 20 / 8 93% 10 / 4 84% 38 / 12 96% 21 / 7 96% 33 / 14 91% 28 / 18 88% 34 / 14 91% 25 / 10 92% 34 / 14 92% 34 / 13 66% 25 / 9 95% 14 / 2 316 125 90% MONTERREY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MONTERREY Average YTD CSI JLR 93% 37 / 19 89% 27 / 9 91% 49 / 18 94% 30 / 11 90% 35 / 14 90% 68 / 34 91% 75 / 31 92% 53 / 22 90% 46 / 19 92% 65 / 23 87% 30 / 12 94% 60 / 19 575 231 91% MERIDA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months MERIDA Average YTD CSI JLR 91% 34 / 14 84% 23 / 8 74% 16 / 6 85% 26 / 9 81% 25 / 8 88% 22 / 17 85% 25 / 10 93% 26 / 11 88% 25 / 10 76% 23 / 10 91% 39 / 14 89% 41 / 14 325 130 85% PUEBLA JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months PUEBLA Average YTD CSI JLR 92% 5/3 99% 11 / 4 93% 7/3 97% 9/3 93% 16 / 7 84% 11 / 5 94% 23 / 10 92% 17 / 7 91% 20 / 8 96% 15 / 8 85% 14 / 6 96% 16 / 7 164 71 93% CULIACÁN JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CULIACÁN Average YTD CSI JLR 0% 0/0 0% 0/0 98% 13 / 6 84% 24 / 8 94% 11 / 5 100% 3/1 95% 10 / 4 91% 16 / 7 88% 16 / 7 83% 13 / 3 88% 14 / 6 87% 15 / 6 135 53 91% COUNTRY JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months COUNTRY Average YTD CSI JLR 0% 0/0 0% 0/0 98% 6/2 0% 0/0 100% 1/1 0% 0/0 0% 0/0 0% 1/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 7 2 99% INTERLOMAS JAN Available records / Interviews FEB Available records / Interviews MAR Available records / Interviews APR Available records / Interviews MAY Available records / Interviews JUN Available records / Interviews JUL Available records / Interviews AUG Available records / Interviews SEP Available records / Interviews OCT Available records / Interviews NOV Available records / Interviews DIC Available records / Interviews # Records 12 Months # Interviews 12 Months CSI JLR 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 0% 0/0 78% 8/4 100% 5/2 13 6 Front Face Bussines S.A. de C.V. GUADALAJARA Average YTD INTERLOMAS Average YTD 89% DICIEMBRE - 2014 SSI - Registros Erróneos Ventas Jaguar & Land Rover Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 CSI - Registros Erróneos Servicio Jaguar & Land Rover Dealer JAGUAR LAND ROVER MASARYK (VALLE) Total general Datos Incompletos, Color, TELÉFONO Nombre cliente MIGUEL ANGEL TELLO LODLOW Front Face Bussines S.A. de C.V. Vin SALAG2D43CA649811 Cuenta de Vin 1 1 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR MASARYK Sa sfacción General con Ventas 100% 90% 80% 70% 60% MASARYK 50% Nacional 40% 30% 20% 10% 0% Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 YTD Promedio 12 meses Front Face Bussines S.A. de C.V. MASARYK Nacional ene-14 86% 89% feb-14 86% 90% mar-14 91% 91% abr-14 96% 91% may-14 100% 95% jun-14 97% 93% jul-14 82% 90% ago-14 94% 94% sep-14 91% 87% oct-14 88% 91% nov-14 84% 89% dic-14 79% 89% YTD 90% 91% DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR MASARYK Diagnós co de Sa sfacción con Venta JAGUAR Distribuidora JAGUAR LAND ROVER MASARYK # Entrevistas # Entrevistas % Ponderación Promedio Mes Mes Año 100% 5% 4 2-Experiencia de compra y entrega de su nuevo Land Rover. 5% Medición Promedio Mes Promedio Año 90% 89% 91% 79% 1-Recomendar a (Dealer) a un amigo o conocido? 4- Sa sfacción su JLR (modelo) Nacional Promedio Año 85% 166 94% 88% 92% 4 83% 166 94% 86% 93% 4 100% 166 97% 94% 96% 5- ¿Lo hicieron sen r bienvenido como cliente? 5% 4 98% 166 98% 99% 97% 6-Ambiente general de las instalaciones. 5% 4 98% 166 97% 95% 95% 7-Asesor de ventas muestra interés en entender sus necesidades? 5% 4 98% 166 97% 99% 97% 8-Conocimiento del vendedor sobre las caracterís cas de los modelos JLR y sus ventajas. 5% 4 95% 166 93% 96% 94% 9- ¿El empo inver do y la respuesta a sus necesidades fue el adecuado? 5% 4 98% 166 64% 97% 96% 10-¿Le ofrecieron una prueba de manejo? 10% 4 75% 166 88% 86% 86% 4 95% 166 98% 98% 99% 10a-Experiencia en la prueba de manejo. 11- ¿Su asesor de ventas lo estuvo informando durante el proceso de compra y entrega de su vehículo? 5% 4 50% 166 93% 86% 95% 12- Compra y/o contrato de financiamiento en cuanto a la explicación clara y exacta de la documentación. 5% 4 93% 166 63% 96% 95% 13- ¿Su asesor de ventas lo atendio en empo y forma? 5% 4 93% 166 94% 98% 96% 4 98% 166 91% 90% 91% 14-¿Cómo evaluaría el cumplimiento de los compromisos hechos por el vendedor con usted? 15-¿Proporciona información acerca de los modelos, accesorios y alterna vas de compra/financiamiento? 5% 4 95% 166 81% 91% 80% 16-¿Concidera que la agencia realizó un esfuerzo por garan zar su sa sfacción al momento de la entrega? 5% 4 95% 166 94% 97% 93% 17- ¿Se encuentra sa sfecho con la limpieza con que se le entregó el vehículo? 5% 4 85% 166 78% 93% 82% 18- El auto contaba con el tanque de gasolina lleno? 5% 4 75% 166 77% 93% 77% 4 75% 166 93% 71% 93% 19- Mecánicamente, su unidad se encontraba en excelentes condiciones? 20- Manual de propietario, requerimientos de mantenimiento, garan a, etc. 5% 4 65% 166 61% 82% 94% 21-Le brindaron información clara y exacta de las caracteris cas y funciones de su vehículo? 5% 4 78% 166 91% 89% 96% 22- ¿Lo ha contactado la agencia después de la entrega verificar si todo fue de su completa sa sfacción? 5% 4 25% 166 72% 57% 68% 23-¿Se le ofreció una orientación por parte del Departamento de Servicio? 5% 4 25% 166 30% 57% 67% 24-¿La entrega de su JLR se hizo en la fecha y hora acordada? 4 100% 166 59% 100% 92% 25-Recomendar a JLR a un amigo o conocido? 4 85% 166 61% 89% 93% Front Face Bussines S.A. de C.V. Peor que el Nacional -1 -0.5 Mejor que el Nacional 0 0.5 1 DICIEMBRE - 2014 SSI – SALES SATISFACTION INDEX JLR MASARYK Cumplimiento de Estándares de Ventas TRATO AMABLE Ene 100% Feb 90% Mar 80% Abr 70% May 60% Jun 50% Jul40% 30% Ago 20% Sep 10% Oct Nov0% Dic 93% 93% 100% 100% 100% 100% 72% 87% 98% 71% 87% Ene Feb Mar Abr 73% May Jun 98% 95% 89% 88% 92% 91% 84% 89% 77% 85% 85% Jul Ago Sep Oct Nov Dic 85% Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 100% 100% 97% 67% 97% 66% 95% 67% 98% 67% 96% 91% 94% 93% 96% 94% 85% 96% 98% 94% 96% Ene Feb Mar Abr Jul Ago Sep Oct Nov Dic 90% May Jun 90% 2-Jan-00 2 2 2 2 2 2 2 2 2 2 2 RECOMENDACIÓN 5 5 5 5 5 5 5 5 5 5 5 5 INFORMACIÓN DE VENTA Ene 100% Feb 90% Mar 80% Abr 70% May 60% Jun50% Jul40% Ago 30% Sep 20% Oct 10% Nov0% Dic 100% 98% 75% 74% 75% 67% 91% 98% 97% 93% 97% Ene Feb Mar Abr 79% May Jun 99% 96% 95% 95% 97% 99% 95% 99% 94% 96% 97% Jul Ago Sep Oct Nov Dic 90% Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 100% 99% 100% 95% 100% 92% 100% 96% 100% 91% 100% 99% 93% 95% 93% 95% 93% 91% 100% 99% 93% 97% Ene Feb Mar Abr Jul Ago Sep Oct Nov Dic 98% May Jun 95% 3-Jan-00 3 3 3 3 3 3 3 3 3 3 3 INSTALACIONES 6 6 6 6 6 6 6 6 6 6 6 6 ENTREGA DE UNIDAD Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% 30% Ago Sep20% Oct10% Nov0% Dic 90% 90% 88% 86% 66% 96% 58% 89% 67% 94% 67% 88% 95% 98% 85% 94% 89% 89% 89% 90% 92% 94% Ene Feb Mar Abr May Jun Jul Ago Sep Oct Nov Dic 83% 88% Ene 100% Feb90% Mar 80% Abr70% May 60% Jun50% Jul40% Ago30% Sep20% Oct10% Nov0% Dic 93% 95% 93% 98% 43% 95% 49% 93% 50% 96% 50% 98% 85% 93% 97% 98% 93% 91% 95% 95% 98% 98% Ene Feb Mar Abr Jul Ago Sep Oct Nov Dic 95% May Jun 98% CONVENIENCIA Fuerzas - Áreas para Mantener Oportunidad de Mejora AMBIENTE GENERAL DE LAS INSTALACIONES. EXPLICACIÓN DE MANUAL DE PROPIETARIO, REQUERIMIENTO DE MANTENIMIENTO, GARANTÍA, ETC… MUESTRA INTERÉS POR ENTENDER LAS NECESIDADES DEL CLIENTE. CONTACTAR DESPUÉS DE LA ENTREGA PARA VERIFICAR QUE TODO HAYA SIDO SATISFACTORIO. ATIENDE EN TIEMPO Y FORMA. OFRECER ORIENTACIÓN POR PARTE DEL DEPARTAMENTO DE SERVICIO. LIMPIEZA DEL VEHÍCULO. INFORMAR DURANTE EL PROCESO DE COMPRA Y ENTREGA DE LA UNIDAD. Debilidades Amenazas OFRECE PRUEBA DE MANEJO. UNIDAD NO SE ENTREGA EN EXCELENTES CONDICIONES MECÁNICAS. TANQUE DE GASOLINA LLENO. Promedio de la medición Enero Febrero Marzo Abril Mayo Junio Julio Agosto Sep embre Octubre Noviembre Diciembre Total Solicitadas 6 31 10 18 5 10 16 15 14 11 23 7 166 Completadas 4 7 3 8 2 3 7 9 3 3 13 4 66 67% 23% 30% 44% 40% 30% 44% 60% 21% 27% 57% 57% 40% Ventas % Completadas Principales comentarios RETRASO EN LA ENTREGA DE FACTURA DEBIDO A LA CLAUSURA DE LA AGENCIA DURANTE DOS SEMANAS. ENCUESTA CONTESTADA POR SR. VÁZQUEZ EL SEÑOR GÓMEZ ADQUIRIÓ DOS UNIDADES PERO UNA SALIÓ CON UN DEFECTO EN UNO DE LOS ASIENTOS Y AÚN NO HAN PODIDO ARREGLARLO. BUENA ATENCIÓN. Front Face Bussines S.A. de C.V. DICIEMBRE - 2014 Your Business… …Our Passion Front Face Bussines S.A. de C.V.
