One customer, one offer

Data and digital, assets for a unique customer experience

Providing each customer with the offer that suits them and best meets their needs: this is our credo. By drawing on digital and data analysis, RCI Bank and Services provides increasingly personalized offers that are key to customer satisfaction and loyalty.

A focus by

Bruno Ganeval

Chief Data Officer
Strategy

Experience at the heart of customer satisfaction

Voice_of_customer
47
OF NET PROMOTER SCORE (NPS)
19
points higher than that of other captive finance companies
27
points higher than that of traditional banks

Regardless of the business sector, product, distribution circuit, or communication channel, customers now want to have a tailored experience. Learning about our financing offers, signing a contract, use of vehicles and our services: we must create personalized, multi-channel, seamless journeys, whether on our websites or in dealerships.
 
Today, some customers visit our websites before going to a dealership to secure their financing, while others prefer to complete their entire purchasing journey online, or, on the contrary, face-to-face with a salesperson. Budget may be the decisive factor for some, while others base their decision on the model or the possibility of acquiring their vehicle at the end of the contract.

Our customers’ experience is also shaped by virtual and face-to-face contact with RCI Bank and Services. We must therefore meet their need for increasingly personalized services. By simplifying their journeys, adapting our offers to their needs or even anticipating them, we will be able to offer complementary and innovative services.

This is why we launched an ambitious programme in 2020 focusing on the segmentation and definition of our customer journeys. In concrete terms, we will develop even more personalized offers: from the length of the contract, to the amount of the initial down-payment, to the type of financing and the corresponding services. We will also contact our customers at the time and via the communication channel of their choice. The goal? To continue to increase their satisfaction and build long-term loyalty, while consolidating our sales performance and that of the Alliance brands.

Digital

Renault Buy Online in the UK: buying and financing a vehicle 100% online

RENAULT BUY ONLINE IN THE UK: BUYING AND FINANCING A VEHICLE 100% ONLINE
A PRACTICAL AND CUSTOMIZED SALES WEBSITE

Renault Buy Online is the 100% online sales and financing website for our UK customers. Its stand-out feature? Simplicity!

SO HOW DOES IT WORK?

The entire process is completed online. Customers can choose their car and options and their preference for dealership pick-up or home delivery. They can also calculate their monthly payment and complete the full finance process online, including ID check and online signature.

KEY CUSTOMERCENTRIC OBJECTIVES

Our three key objectives with Renault Buy Online:

  • a simple and seamless customer journey,
  • a complete end-to-end online purchase journey,
  • a personalized financing offer fitting customer needs.
ADAPTING TO NEW BUYER BEHAVIOR

Designed on the same platform as Dacia Buy Online, Renault Buy Online responds to a UK consumer demand for online purchases, already strong before the global pandemic, which has grown to 46% of customers who would buy their car online today.

Customer experience

Welcome videos: because each customer is unique

Prospective

Vehicle usage: towards greater flexibility

Freedom and flexibility are the two expectations on the rise among our retail and corporate customers. Short-term financing contracts and subscription-based offers meet these needs, as they allow customers to use vehicles for shorter periods or on a fixed price basis. For RCI Bank and Services, adapting to this change will generate a new source of revenue and an additional way to win over customers and ensure their satisfaction.

The trend has taken hold over the past few years: customers are less interested in vehicle ownership and are increasingly basing their decisions on usage. In concrete terms, the freedom of being able to use a 7-passenger minivan for a weekend with friends or a city car for the day, the desire to avoid a long-term commitment, to reduce their environmental footprint, or to adjust their budget, are all factors that guide the decisions of these new consumers.

Companies are also increasingly looking for more flexibility. In 2020, the health crisis confirmed the need for corporate customers to access more flexible financing in the face of economic difficulties.

This is why RCI Bank and Services will now provide its customers with even more flexible offers with six-month commitment periods or subscription offers. With these offers, they can use a vehicle when they need it and choose a model based on how they plan to use it. These changes are opening the door for us to unexplored market segments and new customer profiles.