When the rubber hits the road
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.
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.
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.
“ACA Research have provided our business with valuable feedback from our business partners and customers that we have been able to act upon. The follow-up research has proven that focused feedback and action can deliver the improvements required for our business. Thank you ACA.”
A Satisfied ACA Research Client