Showcasing the Best of Welsh Business

Why Customer Service Should be the Driving Force Behind all Welsh Businesses


Here at Volvo, we have been in operation since 1927, evolving into one of the most respected and well-known car brands in the world. Though our products and innovation have had a substantial bearing on our success to date, customer service is an area of the business we take great pride in; an ethos we believe all Welsh companies should place focus on.

Customer service statistics

On average, news of bad customer service reaches more than twice as many ears as praise for a good service experience, meaning businesses need to make a conscious effort to provide experiences that people remember for the right reasons. If you think your business could benefit from improved customer service, take a look at the following statistics:

  • 78% of consumers have refrained from completing a transaction or not made an intended purchase because of a poor service experience.
  • On average, loyal customers are worth up to 10 times as much as their first purchase.
  • It takes 12 positive experiences to make up for one unresolved negative experience.
  • It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.

Taking inspiration from the above, it is essential that, as a business you are proactive rather than reactive when it comes to customer service.

Customer service at Volvo

Here at Volvo Cars Cardiff, we pride ourselves on customer care and will aim to do whatever is reasonably possible to resolve any issues that arise. Working closely with the Motor Ombudsman, our team are passionate about offering an end-to-end service that exceeds customer expectations, having fed our recent success here in Cardiff.

Head of customer service at Volvo Cars Cardiff, Nerys Jenkins, says:      

“Providing outstanding customer service on every visit is the aim of the Service Team at Volvo Cars Cardiff.  We ask for, and encourage feedback from our customers whether good or bad, so that we can continually work towards improving  the service we offer.”

From loyal customer incentives and an award-winning customer service team, to online forums and much more, Volvo strive to work alongside customers to encourage the best experiences obtainable. Speak to our professional and friendly customer service team today if you have any questions or queries regarding our vehicles. We’ll be happy to assist you.