Customer Experience Research

When the rubber hits the road

Issue:

A leading automotive retailer wanted to understand the customer experience across its network of stores and website and benchmark and track performance against agreed standards on an ongoing basis.

Approach:

We developed a program which measures the customer experience across all touchpoints and across the customer journey. Quantitative research is conducted on an ongoing basis with customers who have had a recent interaction with our client’s brand. Key metrics (net promoter score, customer satisfaction, and sales effectiveness) are reported on a regular basis.

Outcome:

The program has driven a significant uplift in performance on key customer experience and sales metrics and enabled the business to empower it’s network of stores to adopt a customer centric approach from initial inbound inquiries through to post-sales support. The key business outcomes have been an increase in customer advocacy, and an increase in turnover.

 

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