Volvo Trucks Customer Satisfaction

Design Direction & Service Design

Customer satisfaction in the Volvo Truck workshops was not as high as Volvo wanted it to be, so Doberman was employed to investigate why. We employed several methodologies: shadowing, interviewing, workshopping and worksheet questionnaires with all members involved in influencing the customer experience. We travelled to truck workshops in Sweden, UK and France and discovered that those that were performing the best had invented their own tools to empower their workers and improve communication flow.