Customer experience and the feedback provided by customers are of great importance to Saka, and one concrete example of this is the Rehti certificate awarded to our salespeople.
How is a salesperson certified as Rehti, and what does it mean?
Just like the Rehti certificate for our cars, our salespeople are also certified by an external party – in this case, based on customer feedback. Feedback collected from various touchpoints is combined over a longer period of time, and the result determines whether a salesperson earns the Rehti certificate.
A Rehti salesperson is, therefore, strongly customer service-oriented. The feedback emphasizes attentiveness to the customer, professionalism, communication, and – in the event of any issues – the ability to find solutions and handle even difficult situations with integrity.
A salesperson is Rehti when they keep their promises, are trustworthy, and help the customer from start to finish – even after the deal has been sealed and the car has left the lot. The Rehti spirit doesn't end with earning the certificate: the salesperson's performance and the feedback they receive are continuously monitored.
You can recognize a Rehti salesperson in person by their Rehti pin, the certificate on their desk, and the Rehti mention next to their contact information online. Due to the nature of the certification process, it may take some time before enough feedback has been gathered to grant Rehti status.
The Rehti certificate is a promise that when you do business with Saka, you'll get the car you need without uncertainty or worry about things being left unresolved. We always strive for a smooth transaction, and any issues that arise are handled with integrity – that's what Rehti car dealing is all about.
Is customer feedback taken into account in ways other than the Rehti certificate?
Yes. The feedback salespeople receive at various stages of the buying journey also forms an overall picture of the performance and management of that particular location. Important observations and areas for improvement are identified from the feedback, but of course, so are compliments about an individual salesperson's performance or other outstanding achievements – such as the car handover experience.
An excellent customer experience has been important to Saka from the very beginning, and we will continue to uphold it with even greater care going forward. For us, it's not limited to just the moment of buying or selling, as our goal is to be the best and most trusted partner in the industry throughout the entire lifecycle of car ownership. Feedback is also taken into account in business development – it was, after all, what originally demonstrated the need for the Rehti certificate.
How is customer experience measured at Saka?
We internally track our customers' experiences with our service and transactions using consistent metrics across multiple touchpoints. The feedback survey is not limited to just the moment after a purchase: you may receive a survey well before any paperwork is signed, and also in cases where a deal doesn't go through.
The surveys include star and point ratings, as well as open-ended feedback, which is carefully reviewed at the location and management level. When there's reason to celebrate, compliments are shared across the entire organization – we know how to appreciate the good moments. We also give weight to critical feedback, as it is an opportunity for us to improve and examine our operations from the most important perspective: yours, our customers'.
Feedback evaluating a salesperson's performance is displayed on our website alongside their contact information, so you can choose the right salesperson for you based on reviews as well.
Where can submitted feedback be read?
We publish all reviews we receive – both those written on Google and those collected through Trustpilot from selected service interactions. They can be found throughout our website, as they appear almost everywhere from the homepage to individual car listings.
Going forward, you will also find feedback from our customers about the cars they have purchased on the car make and model pages. You no longer need to evaluate a car based solely on the salesperson's word or the experiences of people you know – you can also make your decision with the support of reviews from other customers.
Trust is built on mutual honesty, and hiding negative feedback convinces no one and does not serve our goal of being the most transparent operator in the industry. It also gives our other customers the opportunity to read both critical and positive feedback and form their own opinion of how we operate.
So, welcome to visit Saka's dealerships – we'd be happy to serve you!
