Case Study: MAN Truck & Bus improves customer journeys and grows market share with Kantar CustomerFirst

We helped MAN improve their ratings along important customer journeys, and increase market share in Germany, through the successful CustomerFirst initiative

The customer, MAN Truck & Bus, faced the challenge of putting the customer at the center of its organization to ensure future success. They needed to better understand their customers and improve their overall service quality. Kantar helped address this through their CustomerFirst initiative.

Kantar’s solution implemented a system to gather real-time feedback on key customer journeys, forwarding it directly to employees for immediate action and review. This approach significantly improved how the company worked with customer feedback. As a result, Kantar helped MAN Truck & Bus significantly improve its customer journey ratings compared to competitors and achieve the number one position in market share in Germany for Q1 2019.

MAN Truck & Bus