Hyundai has appointed insight agency Kantar TNS and customer experience management software specialist Medallia to boost its customer experience programme.

The Europe-wide initiative is expected to provide the Korean car maker with a better understanding of how its customers feel on every stage of their journey with the brand.

It will be developed and rolled out across 1,800 dealerships in 23 countries.

Nick Tunnell, aftersales director at Hyundai Motor UK, said: “We have an ambitious programme of product development over the next few years with many exciting and innovative new products being introduced to the marketplace.

"Working with Kantar TNS and Medallia will, we hope, better enable us to connect with our customers at each step of their journey with us.”

In tailoring the programme specifically, Hyundai will not only be able to track customer experience performance but will also be able to integrate the principles and core themes of customer experience into its company identity, supporting customers and sales growth.  

The investment will see Hyundai use Kantar TNS’s insight to fully integrate the Medallia system, which is expected to help it adapt to changing consumer behaviours within the automotive industry and close the loop when it comes to individual customer transactions. 

Jamie Thorpe, commercial director of Customer Experience at Kantar TNS, said: “Customer experience has become one of the biggest focal points for business as the ability to differentiate in the market gets harder and harder. 

"Engaging with customers and providing them with a positive and memorable experience is now crucial to commercial success and our role is to help Hyundai understand and implement a CX system that will help it achieve this.”