Page 18 - V3 TOGA_CX Presentation

A SYNOPSIS OF THE CUSTOMER INSIGHTS
From all the customer interviews that were conducted, the primary insight was that customers bought from TOGA because of their brand and reputation, which they had heard from family and friends. They believed that TOGA would give them a good quality build, were trustworthy and reliable. The customer’s biggest pain point of buying off the plan, which seemed to cause a lot of anxiety and frustration, were that of delays, lack of transparency in communication, engagement during the long waiting periods and not being given what was promised at the beginning.
Customers generally agreed that TOGA was extremely responsive when it came to rectifying defects but at the same time they had trouble knowing who to contact and would have liked having one point of contact / customer service who hand held them through the buying process. This was exemplified by not having a proper handover from TOGA to Strata. Customers were delighted when they were treated like a VIP, given a warm welcome during handing over of the keys and having staff who knew their name. Customers want to always be treated exclusively, recognised and be the fist to be told when there are any new offers and developments available.
As the majority of the customers interviewed were satisfied with the TOGA experience, the opportunity was to convert the dissatisfied and satisfied customers to being VERY SATISFIED. With increased engagement, constant progress updates, consistent customer service and additional value added services, TOGA will definitely be able to achieve this and ensure they are steadily creating advocates, referrals, repeat purchasers and loyal customers for life.
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