As Saturn revitalizes its product portfolio with five dramatic new vehicles, it also is focusing on continued innovation in its renowned customer experience. The latest enhancements include the industry-first 'Test Drive at Home' program and a 24/7 live chat with Saturn representatives on Saturn.com. "As we expand our product lineup, Saturn's focus on providing the industry's best retail experience remains unchanged," said Saturn General Manager Jill Lajdziak. "Whether in the retail facility, online, or in the customer's driveway, Saturn is committed to making the purchase and ownership experience as enjoyable and hassle-free as possible."

In the new Test Drive at Home program, participating Saturn retailers will bring a new Saturn vehicle directly to customers' homes for their evaluation. They also will work with the customers on an individual basis if, for example, the customer prefers to have the test vehicle delivered to his or her workplace or another location. Before the test drive, retailers will provide customers with a self-guided, 14-point checklist to help them decide if the vehicle will fit their needs. Examples of items on the list include:

• Visual inspection of the exterior of the vehicle to determine whether all body panels and seams fit precisely, and whether the finish is smooth and free from scratches or other flaws
• Check of the vehicle's noise level at highway speeds
• Judging whether there is ample storage in the bins, boxes and other cargo compartments
• Backing the vehicle into a parking space; it should feel maneuverable. Be aware of any blind spots behind windows or roof supports
• Inspection of the interior for proper quality of the finishes and fit of components, such as armrests and seats, and checking the reach to the foot pedals and instrument panel; adjustment of the seats, pedals and mirrors

Saturn sales consultants will further improve the test drive experience by customizing it to match the individual customer. Examples of such enhancements may include:

• Routes prepared specifically to replicate a customer's daily drive cycle
• Allowing the customer to use the test drive to complete routine errands
• Pre-selecting music to match the customer's preferences

"Saturn retailers are close to their customers, and they know how to best customize each test drive," said Lajdziak. "The goal is to empower consumers during the buying process, and put them in the driver's seat – both figuratively and literally."

24/7 Live Chat

Saturn also announced that customers researching vehicles on Saturn.com will have the opportunity to engage a live, online chat – 24 hours a day – with a Saturn customer service representative who is charged with helping the customer find the information he or she needs. Saturn already has piloted this program, with limited hours of availability. More than 70,000 chat sessions were completed during the 12-month test.

The Test Drive at Home and the 24-hour online chat programs will be announced during the media preview of the Chicago Auto Show. They build on Saturn's history of innovative customer care programs that include:

• No Hassle, No Haggle pricing: Saturn retailers pledge to charge all customers one price
• 30-day/1,500 mile Vehicle Exchange Program: Customers can return their new Saturn and exchange it for another vehicle if they are not satisfied for any reason
• New Owner Clinics: Saturn retailers regularly hold events to familiarize new Saturn owners with their vehicle and the services offered at the retail facility
• Financial Services Certification: Saturn is the first automotive brand to require all retail finance and insurance managers to complete the rigorous professional certification from the Association of Finance and Insurance Professionals

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Source: Saturn